Over the last twenty years governments have shifted their focus from inputs and processes to outputs and outcomes as a way of ensuring service quality. However the literature on service quality has long recognised that service quality is not solely dependent on outcomes, but also includes the way in which the service is delivered. The values of those designing and implementing social welfare services can have a significant impact on the way in which those services are delivered. This paper reports on research which examined the values underpinning service design and implementation in a range of social welfare programs. Research findings suggest that focusing solely on outputs and outcomes is not the best way to achieve desired outcomes and ensure high quality service.

This item was commisioned by Crawford School of Economics and Government, ANU