It is vital too that consideration continues to be Front line staff and those receiving public services In taking forward policy it is vital to be continually

10 Front line staff and those receiving public services have an invaluable role to play in formulating and shaping policy direction, and providing feedback on how effectively the policy objective is met in terms of meeting the needs of service users. Engaging with service users

10.9 It is vital too that consideration continues to be

given to how the implementation of a measure will impact upon those to whom the policy is directed. A key role for departments is to maintain close contact with both front-line users and their social partner representatives throughout both the policy- making and post-implementation stages. Policy-making must be viewed as a cyclical process, requiring periodic re-evaluation, rather than one which terminates upon policy formulation.

10.10 Front line staff and those receiving public services

have an invaluable role to play in formulating and shaping policy direction, and providing feedback on how effectively the policy objective is met in terms of meeting the needs of service users. The adoption of a whole systems approach towards policy development allows for the incorporation of a wide range of perspectives from front-line staff, service users and key stakeholders. In this way both users and front-line staff can provide evidence of the implementation, effectiveness and robustness of policies.

10.11 In taking forward policy it is vital to be continually

mindful of the purpose of the policy, those likely to be affected and how it will impact upon the targeted groupings. There is a need to monitor the outcome that a policy is achieving against that which it set out to achieve. Through the evaluation of implementation account can be taken of any 54 unforeseen and unintended consequences. Qualitative evidence such as from customer satisfaction surveys, comments and complaints received can be just as important as quantitative data. E­government

10.12 Alongside measures of customer satisfaction, it is also important to consider