Human services like health care, education, aged care, disability support and correctional services are increasingly important to Australian society and make up a growing proportion of the economy.

Governments across Australia are grappling with how to meet the growing demand for these services, in the context of a tough economic climate and budget deficits.

Human services are reliant on the motivation and engagement of people, and the key to reform lies with front-line managers. However, studies of successful frontline reforms are rare.

The John Morony case study, based on detailed interviews with 52 participants, provides an example of how to empower frontline managers to deliver better frontline services.

John Morony Case Study – A Summary

The right to manage John Morony was subject to an open market process and an in-house public sector team won. Substantial, sustained improvements in quality and cost have been achieved, including reductions in assaults, sick leave, and operating costs, and improvements in inmate employment rates and out-of-cell hours.

Many lessons can be drawn from this experience, including the value of:

• Creating challenge and contestability 
• Focusing on the management of the frontline
• Effective performance management, including:

1. Setting clear objectives
2. Giving frontline management certainty and the space to innovate
3. Holding management to account for results

• Effective financial management
• Using binding agreements between commissioning agencies and frontline units