Starmer’s red-tape crackdown won’t fix the trust problem

Starmer gives a speech in Hull in March, surrounded by people in a crowd

Overly cautious, hidebound by process, blocking the path to progress.

So said Labour Prime Minister Keir Starmer as he voiced frustration over public bodies’ collective process problem which he says obstructs the government’s growth ambitions.

His address in Hull last Thursday highlighted familiar complaints about a lumbering state, which play out more vividly in American politics.

Bits of government – notably the quangos* – don’t work together well, or quickly enough, it’s claimed. There’s too much duplication, with comms teams coming in for special mention. Organisations announce endless, repeated consultations which masquerade as action. And politics finds itself in a ‘defensive crouch’, ducking big decisions.

All this while housing and energy costs rocket, patients wait for hospital treatment and living standards slide.

Those sentiments underpinned his headline-grabbing pledge to slash bureaucracy by abolishing the body set up to run the NHS in England.

I think you get more from listening to a speech as it’s given than you do from reading the pre-briefed, slanted headlines. You can catch it here.

The points about regulation chime at least in part with complaints by Liz Truss – remember her? – about red tape strangling growth. Tanking the economy with a recklessly disastrous mini budget didn’t help either, in fairness. But here we are today, with process in the firing line.

As someone who worked for a quango in a comms team and has run a few consultations, I feel drawn to offer thoughts on the speech and where it leaves us. There’s loads more to say on collaboration, culture and why good regulation matters.

If you want another take on how we got here, The Economist’s leader from January sets it out well.

For now, here are three things that struck me about a speech that, let’s not forget, came from a Labour Prime Minister less than a year into the job. That he’s speaking in such tones at all is noteworthy.

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Your call is not important to us: how ‘efficiency’ kills good service

Unsatisfied customer holding frown icon on wooden circle. Conceptual representation of customer satisfaction evaluation, depicting bad service, negative review, and low score.

“We’re all living through a great enshittening, in which the services that matter to us, that we rely on, are turning into giant piles of shit. It’s frustrating. It’s demoralising. It’s even terrifying.”

Cory Doctorow on the decline of tech services in the FT earlier this year

I return to comments like this while processing a constant frustration nagging at me since setting up Distinctive in 2022.

Not the biggest challenge, for sure. Working through disruption caused by the mini budget was more severe. Moving office at short notice just before last Christmas more stressful.

But it’s ever-present, and hiding in plain sight. A barrier to progress, sapping energy, and draining my sense of humour. All made worse by the feeling that it shouldn’t happen at all. But it does anyway.

A post from O2, extolling the virtues of it customer service.

I’m referring to days of precious time wasted trying and failing to contact big organisations – banks, public bodies, utility companies and tech providers.

All say they are there to help. Some sell their services on a promise of simplifying customers’ lives, while making any contact with them complicated, arduous and slow.

They lie. These empty pledges mask a painful reality of badly designed tech that blocks meaningful human contact. This is laid bare in the recent UK Customer Satisfaction Index by the Institute of Customer Service, which found satisfaction levels at their lowest level since 2010.

It’s what writer Cory Doctorow’s ‘great enshittening’ describes; a process of decline in services we rely on, as companies chase efficiency and leave customers wrestling with clunkiness at their own cost.

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DP World storm highlights big questions about our economy

Investment summit backdrop with PM at conference on October 14 2024

In the end, it was little more than a storm in a tea cup.

Weekend headlines led with suggestions that £1bn in investment from Dubai-based DP World was at risk because of a minister’s comments about its operating company P&O.

The comments from Transport Secretary Louise Haigh likened P&O to a ‘rogue operator’. She added for good measure that consumers should boycott the company for laying off hundreds of employees and replacing them with agency workers in 2022.

For all the furore, the government’s set piece investment summit went off today with DP World’s investment in the London Gateway container port intact.

The funding is one of a raft of commitments outlined in a £63bn package today, which promises to create 38,000 jobs across the country.

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National Service spin sidesteps today’s challenges

Broken plate strewn across a floor.

Less than a generation ago, students could get a degree without accruing a lifetime of debt. Some received maintenance grants to give them the confidence to go university, often as the first members of their family to do so.

House prices were around three times average incomes, or maybe four at a push. I remember writing stories in 2003 about housing in parts of Sheffield costing more than £100,000 for the first time. Saving for a deposit was possible within a year or two.

More recently, young people could travel, work and live all over Europe.

These basics are much harder to get today, thanks to the actions of a generation of leaders who benefitted from them and compounded the interest.

Rather than understand, or even acknowledge, these challenges, the beneficiaries feed a sense that if young people stopped protesting and worked harder (like we did) all will be fine.

Worried about the climate crisis? You’re a snowflake! Need a £50,000 deposit to get on the housing ladder, on top of your £1,500 a month rent? Stop eating avocados! And so, it goes on. Statements and sponsored social ads speak to an older, home-owning group of voters but don’t get near addressing the challenges facing an entire generation.

This is the lens through which I see Rishi Sunak’s weird and hurriedly compiled weekend announcement about rolling out National Service for 18-year-olds.

Whether the policy would work, and others ask questions here, here and here that I won’t repeat, is barely relevant. This is part of a pattern of behaviour from a political class that appears to prize spin above delivery.

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Distinctive difference: PR that builds positive value

PR people often say that others don’t really understand what they do. This can make it difficult to explain the value of PR, even if this is clear to us.

It seems that many think of comms people as publicity agents. Media commentators regularly describe PR as a media-serving function. Our industry isn’t great at explaining its purpose, who it serves and how it does it.

This struck me in recent online exchanges following comments I shared from 2022 about Bristol’s political tensions.

Leave aside the irony of such questions coming from anonymous accounts. The comments made me consider whether I could do more to explain who my team supports and why it matters. So, here goes.

It’s useful to get it off my chest. I hope it’s helpful to others who don’t understand the role PR can play on many distinct levels.

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What? How? Where? Questions on the brownfield housing push

Aerial view directly above an industrial dumper truck or earth mover vehicle with muddy soil and tyre tracks in the construction industry on a brownfield site with copy space

‘The right homes in the right places,’ seems an innocuous, inoffensive phrase.

It straddles tense discussions about a broken housing market that’s weaponised and misunderstood in equal measure.

The Prime Minister deployed the term in the government’s latest pledge to ‘turbo-charge’ housebuilding by streamlining planning for development sites in towns and cities across England.

Although all that’s happening at this stage is another consultation (which I will return to), the statement led the news on Tuesday.

It taps into what some see as a dividing line between the government’s focus on previously developed – or ‘brownfield’ – land and Labour’s recent commitment to develop new towns. As the election draws nearer, it’s likely to spark heated debate.

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