I can’t remember where I saw this but I quoted it endlessly afterwards. For me it is a strong challenge to those who see service as a paternalistic, self-congratulatory, heroic activity. It moves us from doing things ‘for’ or ‘to’ people to ‘with’ them and even ‘by’ them.

Of course there are exceptions when only someone ‘in the system’ can solve something. But it would help make a shift in our thinking if we could embed this premise that taking ownership away from people is not just unhelpful, but also wrong.

If you are reading this and know its origins – please get in touch so we can acknowledge.