This study reports detailed observations and findings of the Global Cities Forum held in Tokyo in 2009. The Accenture Institute for Health & Public Service Value designed the study as a series of citizen panels in world cities. Each Forum includes around 70 local residents randomly selected to represent the city’s demographics, providing strong, qualitative insight into what people think about government and public services and how they judge public value. The participants to the forum identified issues affecting the city in the following areas: health, public safety, employment, learning and education and the environment. Participants were asked to think and talk about public value from three different points of view: that of service user, taxpayer and citizen. In their discussions and role-playing activities, they acknowledged the tensions among those perspectives. But through deliberations, they were able to agree on the general principles of public value that should guide government in improving quality of life for all citizens of Tokyo (and accountability, a focus on the long term, efficiency and value for money, fairness and equality and customer focus and flexibility) and provided a clear ‘to do’ list for the government of the city:
- Place much more emphasis on prevention, improve recruitment and training of medical personnel, publish information on health outcomes, make the health system more patient-centric, and ensure greater efficiency and reduce costs of medical care.
- Increase the number of police officers to ensure broader coverage, involve community members in tackling crime, make the system more transparent, and improve prevention, preparedness and response for both fires and disasters
- Focus on long-term planning for social services, help the elderly to play a full part in society, support the elderly in accessing services and tailor services to their needs.