December 31, 2007
Since the dawn of electronic government in the 1990′s, politicians have been keen to set targets. Now that we are some way downstream in time and delivery, there has been realisation or revelation that what is really useful for a citizen point-of-view is a measure or measures, and some earlier benchmarks would have been useful, too!
There have been a few attempts at establishing models for measuring the progress of electronic government. Di Maio of Gartner has reported on a number of international attempts, along with publications coming out of the OECD and the European Union. If anybody hasn’t seen them and wants to, I’ll provide links here:
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Posted by greatemancipator
December 31, 2007
When the British government launched the Service Transformation Agreement in October 2007,
http://www.hm-treasury.gov.uk/media/B/9/pbr_csr07_service.pdf
it was followed by a further document National Indicators for Local Authorities and Local Authority Partnerships: Handbook of definitions – Draft for Consultation:
http://www.communities.gov.uk/publications/localgovernment/indicatorsdefinitions
which includes a six page definition of NI14 which defines ‘avoidable contact: the average number of customer contacts per resolved request. Government see this as a method of managing ‘demand failure’ by expecting councils to measure both the number of customer contacts and the number of contact requests for a range of services contacted by face-to-face, email, ‘phone or web. The number of contacts is then divided by the number of resolved customer requests to produce a number. Good performance is claimed to be typified by a lower number and a falling series of numbers is claimed to indicate reducing avaoidable contact and impring service.
During the consultation period, a number of issues were raised about this as an indicator but the concept of ‘avoidable contact’ was not offered for debate.
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