Tracking Resource Use in a Welfare Organization: Needs, Costs and Co-production

Public sector welfare organizations are situated at the sharp end of resource allocations in society and must cope in an environment where demand frequently far exceeds supply. In consequence, the resource problem of meeting the need for social welfare is never fully resolvable and evaluations of the ways in which scarce resources are used within the public sector are of critical importance for public policy. This paper draws on an empirical study of a welfare service for homeless young people in order to illustrate, first, the cost implications of two different approaches to service delivery (one more superficial – termed 'people-processing'; one more in depth – termed, 'people-changing') and, second, how the characteristics of the clients served (in particular, their ability to fully engage with the service termed –'co-production') can have a marked impact on the cost of the services delivered to them.