Why we need to rediscover the human element in public services

And if we don't, we can expect them to get much less effective and much more expensive.  It's time to call a halt to inappropriate systems, huge centralisation by IT and the marginalisation of the ability to make relationships with clients.  It also means smaller-scale institutions:

http://comment.rsablogs.org.uk/2011/10/25/rediscovering-human-element/