the middle on I think that broadly speaking the general challenges worldwide are very similar to general challenges in Spain although in Spain they are more dramatic and more extreme and the challenges are pretty simple they are cost and performance that I even before the economic crisis in known the world in the last few years public opinion in most Western countries be at the United States or spore Spain was dissatisfied with the quality are the performance are many government organizations and a customer service that was around before the cost pressures we've now added on to that
in the context of the economic crisis very important cost pressures and budget-reduction pressures which make the challenge and improving quality even more difficult that to big piece of advice I would I would get public managers
are first of all start don't start from the assumption that everybody who works for youis trying to oppose changer sabotage change start from the assumption that are on the working levels the employee levels the frontline levels of the organization
you have people who are eager or supportive of the changes are trying ton bring about and that your first job is to activate encourage those supporters to start acting and changing and introducing some changes so second I would say your first priority rather than announcing a study it were to study how we're going to change or a consultation program here's how we're gonna talk to people about change I my advice to public marriages start by doing some changes by actions to start actually changing the organization well I think as I mentioned the Spanish public sector faces a very dramatic version of problems other public sector space I don't know enough about this crash public sector to say are they what proportion of civil servants are eager to change or whatever I think an interesting issue for Spanish public managers is what extent sure did we be trying to encourage change by making the employees frightened that there's such a crisis in Spain out if
they don't change they're all gonna lose their jobs or their organizations will write a business or some catastrophe will happen clearly the situation Spain is very difficult and I think a lot of the employees know something about that just by watching television or reading newspapers or whatever I would be inclined to be cautious about raising the fear level to hight because there's a lot of evidence so when people are afraid maybe they'll work harder doing what they already do but they don't innovate for come up with new ideas instead what I'd be inclined to do the way I'd be inclined to make use the crisis is to say to employees this crisis is necessarily your fault but we need to rise to the occasion and you know so there's a challenge that's coming from the outside we need to stick together as our organization and show just how much we can accomplish just how much we can achieve to meet this challenge that's imposed on us from the outside on