Burnham must remember: more regulation is not the best way to improve public services | Phillip Inman

Andy Burnham wants to "rewire" the UK's economy and public services, but his plans are being delayed. Local government reorganisation and significant welfare reforms are being postponed until the next government, as are social care changes. While some on the left advocate for "renationalising" certain functions, such moves are met with accusations of taking Britain back to the 1970s.

However, the solution may be closer than Burnham thinks. According to economist Sir John Kay, success in both private and public sectors should be measured by customer satisfaction, not just adherence to protocols. In the private sector, satisfying customers leads to profits, while in the public sector, satisfied customers can lead to savings.

Burnham's plans have shown promise in the NHS, where satisfaction levels for GP and hospital services are improving due to faster appointments. However, failures can also be seen, such as in the NHS's maternity unit mortality cover-ups and National Highways' unsuccessful tree-planting efforts. The key difference seems to be a focus on delivering the best service or product rather than chasing short-term shareholder gains.

Kay points to examples of companies that grew due to boardroom dominance by people more concerned with customer service than maximizing profits. Meanwhile, public sector organisations often suffer from a culture of "tick-box regulation" that stifles innovation. Kay suggests that regulators should focus on whether an organisation is fulfilling its purpose, rather than merely adhering to protocols.

Burnham's staff should avoid getting caught up in debates about ownership and instead work on improving outcomes within public sector organisations.