March 20, 2008
Hot on the entrails of the NWEGG report mentioned in an earlier post is the latest from the DCLG (or duckleg, to its friends) entiteled ‘Delivering Efficiency: Understanding the Cost of Local Government’.
The interesting connection is the diagram on page 40 which has central to it a ‘circle of need’, which points to ‘customer satisfaction’ as an outcome.
Hence understanding the citizen’s needs (or their own presentation of themselves, as it were in Cornford & Richter’s paper) should assist us to deliver the services that make them satisfied.
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Posted by greatemancipator
March 20, 2008
The good thing with doing formal research is that you have to read a lot of stuff that otherwise you might ignore…
A colleague recently recommended a paper by James Cornford and Paul Richter at Newcastle Business School entitled ‘Customer Focus in UK e-Government: Or, putting the Politics back into e-Government’. Not the easiest read I’ve had this year, it does have a heavy sociological bent but the gist seems to be that government has adopted a model of the ‘customer’ that it sees but that this is not what the actual customer is and that government needs to re-engage and find out what citizens want or need. A case of misrepresentation or mistaken identity?
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March 6, 2008
Perhaps all the focus on NI14 is distracting us from dealing with customer need. A recent report from the North West E-Government Group (NWEGG) following some consultancy at Chorley has outlined an approach to looking at what the citizen actually requires – “Report on modelling Citizen Need“.
This is a great start to looking at the issue from the citizen’s perspective.
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March 5, 2008
The latest and apparently final version of NI14 appeared at the very end of February, it is now described as ‘the proportion of customer contact that is of low or no value to the customer’. Guidance will be issued by the end of June 2008!
The document can be found hereabouts:
http://www.communities.gov.uk/documents/localgovernment/pdf/708766
Today, 5 March 2008, I attended a conference at Hull University Business School at the invitation of Dr Jose-Rodrigo Cordoba-Pachon,a lecturer there. I could only stop until lunch but the presentations to that point covered Barcelona, Brittany and Hull. The clear message from Barcelona and Hull was that political drive is key! Interestingly, Barcelona has made council officers legally accountable to deliver e-government and if they don’t they can be sanctioned, or thats my interpretation of ‘Regulatory Ordinance on Electronic Government, March 2006′.
Perhaps that might have been better than those six and a half Implementing Electronic Government Statements and the Priority Service Outcomes?
Another Catalan conclusion was that organizational factors affect implementation and in the world of vicious and viruous circles, implementation changes organizations. Barcelona had seen changes to the administrative services in the process of delivering complex transactions across multiple providers, both private and public!
Many thanks to Dr Mila Gasco Hernandez and the other presenters and visitors, it was a very useful four hours!
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