Iriss.fm

Part of the Iriss Masterclass series, Geoff Mulgan. Geoff Mulgan is director of the Young Foundation. Between 1997 and 2004 he worked in the UK Prime Minister's office and Cabinet Office and before that was the founding director of the thinktank demos. He is a Visiting Professor at LSE, UCL, Melbourne University and the China Executive Leadership Academy. He also works as a part time adviser to Prime Minister Kevin Rudd in Australia. His latest book is The Art of Public Strategy: mobilising power and knowledge for the common good. Gathering information and data about good and poor services Geoff Mulgan talks in his lecture about the concept of Failure Demand: demand caused by a failure to do something or do something right for the service user or client and often involves miscommunication or lack of action. This is different to Value Demand - demand responding to what the service exists to provide. Overcoming failure demand is important to the experience of the service and is about improving quality. Where an