Local authorities face pressure from two directions – increasing demands and expectations from service-users at the same time as decreasing funding. You would think that, with all local authorities working hard to meet these increasing expectations, there would be greater satisfaction among the public, but Ben Page from Ipsos MORI states that satisfaction with the way ‘your council runs things' has declined since 2000. London boroughs also experienced this decline between 2000 and 2003, but satisfaction with them has risen, and is now higher than the national average (54% for London boroughs, the national average is 51%). Confusingly, the results also show satisfaction with visible services – rubbish collection, recycling, parks and open spaces – has risen. This might mean the delivery of these services is less associated with local authorities or is seen as a small part of what they do. Why? Contentiously, Ipsos MORI advises that there is a strong correlation between satisfaction and perceived value for money, but no significant correlation between satisfaction and actual council tax level. This means that if local authorities deliver high-quality services, satisfaction should increase. Councils must be more in tune with the way that residents assess council performance – and, quite surprisingly, Audit Commission star ratings do not seem to be a factor residents take into account. Demonstrating service quality and value for money at all customer and partner interfaces, in all areas, from housing maintenance to recycling to benefits administration to adults' social services, is increasingly important. Making the council's role and contribution visible is one of the key ways to bridge the perception gap. And it is clear that local government is one of the best performing areas of the public sector. Mike Suarez is director of finance at Lambeth LBC
