# Relational Public Services This note collects examples of new ways to manage public services at the frontline. These approaches center trust, empathy and discretion — allowing public servants to work with citizens in more relational, less transactional ways. They question the idea that fairness always means standardization. ## Entries **[[2025-05-11]]**: I came across an insightful article by Andrew Laird, CEO of [[Mutual Ventures]] (a consultancy dedicated to public services innovation), titled "[When Power Forgets the People](https://www.mutualventures.co.uk/post/when-power-forgets-the-people)," which makes a compelling appeal for the "radical localization" of public services, starting with rebuilding relationships. The author argue that a significant breakdown of trust exists between citizens and the state, largely due to public services feeling remote, siloed, and more focused on metrics than individual lived experiences. They contend that the current system often leaves people feeling unheard and disenfranchised. To counteract this, he proposes a new "social contract" centered on a "[Radical Place Leadership](https://www.mutualventures.co.uk/post/radical-place-leadership-1)" approach, advocating for fundamental shifts such as moving from bureaucratic management to relational working, focusing on the "place" rather than individual organizations, and empowering communities and frontline staff to co-design solutions that genuinely meet local needs. **21/04/2025**: I came across some organizations working directly or indirectly with relational themes: - **[Relational Lab](https://site.relationallab.pt/) (Portugal)**: A private consultancy offering training and services to embed relational practices across diverse sectors like health, education, leadership, and the public sector (their 'Relational State' area). - **[Relationships Project](https://relationshipsproject.org/) (UK)**: A non-profit initiative hosted by the charity [Grapevine](https://www.grapevine.org/). They champion 'Relationship-Centred Practice' and work to make it common practice. - **[Institut Relacional](https://www.institutorelacional.org/) (Spain)**: A private organization/network of independent professionals in Barcelona. They work broadly with individuals and organizations (private, public, social) using their 'Relational Evolution Model' to improve relationship dynamics and quality. **11/04/2025**: [Breakthrough Method](https://bloombergcities.jhu.edu/news/giving-frontline-staff-power-make-exceptions-and-improve-outcomes) (Netherlands): A method already being used by nearly 100 municipalities in the Netherlands that lets civil servants make personalized, lawful exceptions when standard services fall short. It was developed by the Institute for Public Values ([[Instituut voor Publieke Waarden (IPW)]]). Essentially, it trains staff to identify people with complex needs and to work together to create tailored support plans. These plans work within the law but stretch standard interpretations. **25/08/2023**: [Liberated Method](https://www.themandarin.com.au/230734-rethinking-public-service-with-the-liberated-method/) (United Kingdom): A relational approach to frontline social services, It empowers low-caseload caseworkers to offer highly personalized support, combining practical help (extrinsic) and people’s own capacity to thrive (intrinsic). Instead of focusing on service delivery, it prioritizes relationships and creates the conditions for internal change. The method is guided by a simple framework ("2R5P") and has roots in work by [Mark Smith](https://www.changingfuturesnorthumbria.co.uk/rethinking-public-service) and the [[Changing Futures Northumbria initiative]]. A new [Institute for Prevention and Reform](https://www.changingfuturesnorthumbria.co.uk/an-institute-for-prevention-and-reform-pulling-public-service-back-through-the-looking-glass) is in development to scale this approach. **14/06/2023**: [Towards Relational Public Services Conference](https://www.complexityoutcomes.org/): Since 2023, two conferences have been held in the UK to explore relational approaches to public service. The third edition will take place in June 2025 at Manchester Metropolitan University.