In a Special Report from the Comptroller and Auditor General of Ireland published in January 2008, about their eGovernment projects, the first two stated requirements are:
A little vague maybe but it’s a start!
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Posted by greatemancipator
Not only are there documents from the Cabinet Office about ‘customer satisfaction’ but these seem to coincide nicely with ones being produced by the Local Government Association (LGA) and the National Consumer Council (NCC).
These can be found in the LGA’s document store.
The Improvement & Development Agency (IDeA) and Local Government Association have also commisioned a review of approaches to satisfaction, which is an interesting addition to the literature about fairly complex methods.
This all ties in with an article by David James in the New Statesman supplement of 21 January 2008 on Innovation and Change, entitled ‘Listening to the Customer’, where he states:
‘Nobody knows customer needs better thanthe customers themselves and by aggregating their views, customer-centric innovation emerges.’
This is reinforced in the same supplement by Simon Parker of Demos stating in an article about local government that:
‘The cutting edge is all about using the experiences and insights of the public as a spur to redesign services.’
None of which, in my opinion, will come from performance indicators but rather from proper channel managment based upon customer feedback (good and bad)!
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Posted by greatemancipator
Discovering two British Cabinet Office documents by chance when all the furore about National Indicator 14 (avoidable contact) was going on, I started to wonder why we weren’t paying further homage to activities in recent years in Canada. The structure over there is slightly different with federal and provincial governments but the Canadians have been at the forefront of e-government, from a customer perspective, for years.
So whilst we have two new documents:
Promoting Customer Satisfaction: Guidance on improving the customer experience in Public Services
The Canadians produced:
Client Satisfaction Surveying: Common Measurements Tool
Client Satisfaction Surveying: A Managers Guide
In the late 1990′s and the Institute for Citizen-Centred Service (ICCS), which has taken over the Citizen-Centred Service Network from the Canadian Centre for Management Development has a library of publications for download or purchase. All the documents mentioned above are probably best sourced by ‘googling’ for them but in the case of the Canadian ones it is perhaps due to their age, the ICCS having a number of other documents available.
I must admit that Cabinet Office guidance does refer critically to the Canadian CMT and states that Suffolk Customer Service Direct is using it, however in the model I am suggesting, granularity is kept to a minimum and equates to the CMT Outcome, since I am looking for a straightforward view across all channels.
C’est la vie?
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Posted by greatemancipator
You are currently browsing the The Great E-mancipator blog archives for January, 2008.
The blogger is Mick Phythian, a Research Associate at De Montfort University in Leicester, U.K. and IT Manager at Ryedale District Council in North Yorkshire, England. He is also a member of the Local CIO Council.
Any opinions expressed on this weblog are purely those of the author.
He is not the Great Emancipator! The Great Emancipator was President Abraham Lincoln. The blog is so-called because some people perceive e-government, transformational government or, heaven forbid, government to be the emancipator of us all...
