This report by the Serco Institute examines the benefits of service-led public–private partnership — that is, those responsible for the delivery of public services should be placed at the heart of decisions about the design and construction of the supporting infrastructure.
In several markets — prisons, defence, and more recently in some parts of health — service providers have been placed at the heart of the contracting process, increasing the scope for service innovation. Insights from these markets form the starting point for the analysis in this report.
The research took the form of face-to-face interviews. Individuals were encouraged to discuss their experiences with the inclusion of soft services in large capital projects.
This report identifies some key themes revealed in those interviews.