http://greatemancipator.com/2009/03/01/i-googled-twitter-and-e-government-and-found-enlightenment-well-almost/ A discussion point on electronic government performance Fri, 16 Jul 2010 07:10:19 +0000 hourly 1 http://wordpress.com/ http://greatemancipator.com/2009/03/01/i-googled-twitter-and-e-government-and-found-enlightenment-well-almost/#comment-260 greatemancipator Mon, 02 Mar 2009 22:09:18 +0000 http://greatemancipator.com/?p=411#comment-260 Hi Ken My concern is that you will be proved right and the service improvements will be employed saving money. This is why I have particular concerns of this use of the term 'customer' that forgets that the citizens are both shareholders and customers in their business that we are employees of. Money will come first, disguised in a push for further savings by putting services online whilst excluding citizens and making difficult those services less easily made electronic. Hi Ken
My concern is that you will be proved right and the service improvements will be employed saving money. This is why I have particular concerns of this use of the term ‘customer’ that forgets that the citizens are both shareholders and customers in their business that we are employees of. Money will come first, disguised in a push for further savings by putting services online whilst excluding citizens and making difficult those services less easily made electronic.

]]> http://greatemancipator.com/2009/03/01/i-googled-twitter-and-e-government-and-found-enlightenment-well-almost/#comment-259 Ken Usman-Smith Mon, 02 Mar 2009 21:56:59 +0000 http://greatemancipator.com/?p=411#comment-259 I was there at one of the local launches of 'e-gov' in Manchester back in the early 2000's. I had dealt with the ICT developments in Local Authorities and seen GIS and Y2K as milestones in the profile of ICT as a real enabler of change for years prior to that. And authorities that wanted to decentralise, that did not have adequate data on line using middleware such as GIS, had to recentralise despite political ambitions not to. The rush to BVPI 157 and 100% online (no matter how we fudge the term 'on line') was another raising of the bar. And I agree that by failing to focus on process we got lost in the tree filled woods. And that means that the next big focus is BPR/WORK FLOW and EDRMS, it has to be so we can finally make the services deliver waht the customer wants, not what we are structured to deliver. The CSR07 drive and the hopes of Gershon, underpinned with the Legacy Service debates (such as Killian Pretty in Planning) will create a political and officer tension. This will be between where we all focuss resources to be lean/customer centric organisations, and the pressure of credit crunch driven loss of revenues. Improve process to save money, or improve process to focuss on the customer? Are the two opposite or complimentary? I was there at one of the local launches of ‘e-gov’ in Manchester back in the early 2000′s. I had dealt with the ICT developments in Local Authorities and seen GIS and Y2K as milestones in the profile of ICT as a real enabler of change for years prior to that. And authorities that wanted to decentralise, that did not have adequate data on line using middleware such as GIS, had to recentralise despite political ambitions not to. The rush to BVPI 157 and 100% online (no matter how we fudge the term ‘on line’) was another raising of the bar.
And I agree that by failing to focus on process we got lost in the tree filled woods. And that means that the next big focus is BPR/WORK FLOW and EDRMS, it has to be so we can finally make the services deliver waht the customer wants, not what we are structured to deliver.
The CSR07 drive and the hopes of Gershon, underpinned with the Legacy Service debates (such as Killian Pretty in Planning) will create a political and officer tension. This will be between where we all focuss resources to be lean/customer centric organisations, and the pressure of credit crunch driven loss of revenues. Improve process to save money, or improve process to focuss on the customer? Are the two opposite or complimentary?

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