I found this, by chance!
Measurement of Customer Satisfaction & Performance
Measurement within a Local Government Framework
Sheena Wood, Paul Webb, Steve Page
Chester Business School, University of Chester
Its interesting, but as a useful model for transformational government, I believe flawed. Its an interesting one, especially in comparison with the CIPFA PIN model...
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The blogger is Mick Phythian, a research student at De Montfort University in Leicester, U.K. on Electronic Government and IT Manager at Ryedale District Council in North Yorkshire, England. He is also a member of the Local CIO Council.
He is not the Great E-mancipator! 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...
