Policy & Research

Public services

We are not only consumers of private goods, but consumers in respect of public services.  As consumers, we have the right to a good service that is designed around user needs and expectations, or what we term ‘putting the user at the centre of services’.  This means understanding the service user as well as the user understanding the service, through effective and innovative engagement.   

Consumer Focus Wales is committed to working with the Welsh Assembly Government in developing policies and guidance that put people at the heart of services.  Our work includes;

• Promoting the value of citizen centred services
• Advising policy makers on consumer engagement in public services

The challenge for service providers is to continue to provide high quality public services under significant financial pressure, as well as ensuring consumers are in no way disadvantaged by any resulting service reforms.  We will be keeping this matter under close scrutiny over the coming months.