December 2007
National Indicator 14 – avoidable contact - this was the first draft!
Measure for measure - a look at metrics internationally
World Wide Web Consortium - some new reports
January 2008
Satisfaction Canadian Style - a look at some of the excellent Canadian work
Satisfaction is high on the agenda - publications from the LGA, NCC and New Statesman
Irish Lessons - a report from Ireland
February 2008
NI14 – the drama continues - version 2 of the draft national standard!
March 2008
NI14 version 3 and a homage to Catalonia - NI14 version 3 and a report back from a Spanish-flavoured conference
Wanting what the customer wants - NWEGG report on citizen need
Public Value, Social Capital & other fun metrics - a trawl through the terminology!
Customer Unfocused - excellent Richter & Cornford paper
Delivering Efficiency - a new DCLG report
April 2008
Is there a public service ethic? Some academic views
Great E-mancipator survey as PDF - for those who can’t Google!
Customer Need and Public Service - philosophy gets dragged in!
A Theory of Parsimonious E-government Management - the theory!
14th April 1865 - why and what the Great Emancipator
Annual Research Report - what it says on the label!
Feeding back - from the launch of the SURVEY
History repeating itself - my abstract for Ethicomp 2008 at Mantua, Italy
Satisfaction? responding to Pete - a dialogue develops
Re: Pete but not a repeat - a response to a comment
E-government bulletin - a piece published in the same communication
May 2008
Public value and satisfaction - Mark H Moore
Channel migration – response to another comment
Targets, metrics and dissatisfaction – what happens when citizens aren’t happy?
Initial feedback to Great E-mancipator survey - a summary!
Systems thinking, control charts and philosophy - more philosophy and history
A summary of some recent posts on the UK e-democracy network - what it says
June 2008
Why government IT fails - a link to an article
Change and channels - a comment from Glyn Evans
Satisfaction - another meeting
Customer insight – an online conference - with the Cabinet Office
Systems thinking, balanced scorecards and satisfaction - they can work together
Scorecards, systems, Canada and Australia - examining thinking
Customer What? – a debate with cabinet Office
Old Whine in New Bottles - picking up on PINpoint from the IPF
Feedback from Brendan - a blogger at the IPF
Yardsticking! – better than benchmarks
July 2008
Computer Weekly blog awards - I’m shortlisted!
NI14 Guidance released - from the IDeA
NI14 - the new moneypit for suppliers
Tail wagging dog - another go at NI14
Bread and circuses - customers versus citizens
Some of July’s literature findings
Customer first! – findings on NI14 from the north east
A month by month guide to what’s been blogged – THIS!
August 2008
IDeA NI14 Guidance and GovMetric
Channel usage and strategy - updating my thoughts!
Customer insight guidance - whats happening at the IDeA
Semantics, semiotics and sophistry - having been told once too many times ‘its all semantics.’
Citizen oriented architecture - A new name for the model!
Which community - which communities are you a member of in your neighbourhood?
Computer Weekly blog awards - the sad news…
Inclusive transformation - a report from EURIM sounds positive!
September 2008
Researching Local Government, Web 2.0 and Service-oriented architecture - the future (perhaps?)
Conference call! - presenting research in London
The Invisible Hand? – mashups or intelligent agents?
Further feedback to the invisible hand - some comments!
Between rocks and hard places - invisible hand versus data security
The Public Office - a new Whitehall novelty
Rock on Canada - reading Canadian e-government
So, what’s the vision? – employing experience
Measuring what matters! – Australia adopts the Canadian CMT
The ‘invisible hand’ writes on… - more thoughts on XML and its uses
October 2008
Social inclusion and digital exclusion - a European report on English e-government
Promises, pledges and satisfaction - debating some more options
A history lesson! – looking back to a forecast from 2000…
The Bandwagon Effect - consumerism’s effect on service delivery!
Some questions about anchoring expectations - how do we measure the gap?
I before E – systems thinking and digital inclusion
Who is doing what in local government - is the network joined up?
Another model, but flawed – the Chester model
What do we do about sharing data? – the Conservative manifesto…
November 2008
Scotland seeks satisfaction - citizen satisfaction, the Scot’s approach
London calling! Revisiting NI14 - a report from Tower 08.5
Getting to Gemba - resorting to systems thinking
Getting egged on! - Report from the EiP conference
Satisfaction counts! – a newly discovered software supplier (and in the UK).
California dreaming - an interesting paper from the USA
Viewing the market - a brief look at system suppliers
Sayonara satisfaction - a link to another blog’s visit to an amazing Japanese company
Going critical! – Heidegger meets the IDeA
Being insightful - a very brief review of the ‘insight’ report
December 2008
Citizen Engagement Exchange - a revision of the model
NI14 back in the news? – some recent research
Citizen or consumer – command & control? - David Marquand revisited
NI 14 Paying the piper - more stuff on NI14!
Activity based recharging - are we economic with the economics?
Gartner – right again! More on metrics and engagement.
News from the USA - the Federal Web Managers’ white paper
NI14 – update to the guidance - 2 page update from the CabO
Wise words from Oz - A new Australian e-government report
Why bother? - a look back at the research
January 2009
How NOT to use feedback! Why the Minister is wrong.
East or west, no-one answers! A report from China
Having second thoughts! In support of Goodhart’s Law
Honesty is the best policy! Statistics in the news
Au Revoir NPM - A paper by Michael Duggett
Co-production - a report from Compass
Co-production – part 2 - an article in the latest Public Money & Management
Behind the Vanguard - a new essay from Prof. John Seddon
What have I just been saying? a recent academic paper from Surrey
Accentuate the positive! the latest Accenture report
February 2009
Digital Britain - a new report from DCMS and BERR
The power of information - latest news from Steinberg, Vanguard, et al
A good moan - a new piece on mycustomer.com
S*d it! - a slave to the Internet
Happy birthday - an homage to Charles & Abraham
Get real Read! - Government IT gets it in the neck, again.
Oysters and pearls - creative dissatisfaction
World Wide Web Consortium - news from nowhere
A new job? – a vacancy at Whitehall
Making contact with NI14 - update on the research and an online debate
March 2009
I Googled ‘twitter’ and ‘e-government’ - and found enlightenment, well almost!
Why don’t you listen? Two newish publications.
Web 2, yoof and snouts in the trough - how not to do new media
Paper in the pipeline - new research paper on its way
A paradox we can’t work with? An interesting academic editorial
The many angles of multichannel service - looking at an option from MyCustomer.com
New thinking - reading Gerry McGovern’s latest newsletter
Triumph of the will - the model and some papers from ‘clicktools‘
Complaining culture - turning complaints into an artform
Get Carter - Ofcom versus Digital Britain
Andrea strikes again - EU blue sky thinking
Laddering Participation - forty years on
April 2009
Social s(t)igma - another idea on MyCustomer.com
What is e-government for? – Is is just a channel or are we wanting to engage?
Evidence base - latest Gerry McGovern blog
Get satisfaction - more on satisfaction and pledges
Good complaint handling - a ‘how to’ guide
Great Emancipator II - the second annual survey
publicexperience - had a bad one?
You can’t win! – MP slags off DVLA
A private sector experience - what we learnt on our holiday
Operational efficiency - what can we read into the Treasury report?
May 2009
What I’d expected - initial results from the survey
Need and satisfaction - news from Chorley
No place to be - the value of the Place survey?
How to complain - another personal experience
Off target - lots of moans about target regimes
Good Planning - what makes a good planning web site?
Guidance & metrics - still not a lot of deep thinking…
NI14 – the latest! IDeA keep us posted
Complaining again - advice about complaints
Citizen-consumers - digging in the library
June 2009
Expenses anyone? – a role for e-government
Researchers in the dark - Parity in the press
More on Parity - the report in the flesh
What shall we do? – a view from the week’s events
How many visitors? – discussing web site stats
Digital self-exclusion - a new Ofcom report by Mori
Getting overfocused on the tools - wasting money?
Don’t count on empowerment - a report from the CLG
Watmore’s wisdom - last words from the former CIO
The Final Report - from Carter
July 2009
Return to Canada - after a trip to ECEG2009
The Tory Take - considering things after an election
Web 2.0 and benchmarking - more from Gartner
Channel accounting - can we have a cost per channel?
Contrasting opinions - Who is right about Post Offices?
Listening to the front line - a new report from the Cabinet Office
Metrified - GovMetric go public
Getting Techie - listening to Tim Berners-Lee
World Class - yet another Cabinet Office report…
New blogger on the street! John Suffolk joins the crowd
August 2009
Consuming ourselves - another McKinsey report starts some thinking
Service quality and efficiency - MP’s ask questions, again…
Citizenomics - comparing costs and productivity
Interim survey results - NI14 rather wasted on us
Measuring the email mountain - Considering the President’s inbox
Developing e-government - advice from India
Foresight - a new report on the US
Optimization Techniques - how customers measure
Analysis Paralysis - IBM’s latest idea
Electronic government costs - in N.Ireland
September 2009
Effect of central on local - Is this what the CLG wants to hear?
Mistaken conclusions - Demos barking up a wrong tree?
Follow the leader - new report from the Sunningdale Institute
Channel Strategy - news and views from the Cabinet Office
In these hard times - looking at the Tory alternative
E-government dependencies - To Web 2.0 or not
Another survey - this one from the Oxford Internet Institute
US government web sites - a up-to-the-minute study
Why we need to involve the “local” end users - not just “other” cultures
October 2009
Engaged in the USA - some ways to approach citizens
Blogging about other bloggers’ blogs - some lessons from history
E-governancing - why Accenture agree with this blogger!
Will e-government be different? – back to the academic literature on e-government
Minister for e-government - Angela’s back!
Digital conclusion - Martha’s report
Beatcounters – beancounters getting it wrong?
User-centred approaches to e-Government - latest from the OECD
Public service? – it’s a culture thing!
November 2009
Disinfecting the swamp - thinking about “open gov”
Foressing the future - the Q3 report from Foresee
Analogues of service - Kevin Carey in GC Magazine
Citizen Issues - asking them what they think of service?
Reasons to be cheerful - G2010 in the news
Jobcentre + A qualitative analysis of the dole offices
E-Parliament - will it be virtually any better?
E-government back in the news! – Malmo in the news
Benchmarking the mire - Dissing Capgemini
Happiness – is it the same as satisfaction?
December 2009
Back to academy - Papers by Winner and Hirschman
Open strategy - leaking a leaked leak
Don’t get carried away - liberating the UK’s mapping data?
Frontline first - new website/report from the Cabinet Office
Governing IT - a report from the Institute for Government
Looking east - a report from Booz
E-democracy – e-government: e-democracy or e-deliberation
NDL - the sixth NDL-Metascybe integration and CRM report
Co-production again - a new report from NESTA
Measuring Social Media - looking at a few methods
January 2010
Gov 2.0 again - a Christmas message from Andrea di Maio
The case is adjourned – Philip Virgo’s blog
Social media analytics - Avinash Kaushik’s thoughts on them
Going native - what to do with social media natives?
A new start - picking on Deloitte!
Improving service - Socitm’s turn to be picked on!
Benchmarking the nations - what’s the point?
Zettabytes – how Americans consume information
Going continental - Pan-European E-services
The final edition? – Government ICT Strategy
February 2010
Social Media News - it’s there on the news stands
Satisfaction levels out - the latest Foresee report
Social media as a channel - a report from Right Now
Accountability – a report from Localis
The engagement ethic - a report from the Innovation Unit
Passive democracy - The Hansard Society considers social media
New Horizons - when is e-government achieved?
Transparency – web site transparency equates to trust in government?
Low usage of e-services - a tale from Korea
Smarter public services - IBM advertises in New Statesman!
March 2010
Crossroads – where we’re at with e-democracy
Digital participation - following on from Digital Britain
Poor relations - broadband coverage in USA not dissimilar to UK
Community work - a report from PwC and the IPPR
Democratic participation - An academic view of e-participation in the EU.
Varieties of Participation - a paper by Fung
What really matters - another Accenture report
Tailored technology - thoughts from CIO’s in the USA
Social mediating - another report from NESTA
Focus not thrills - Andrea di Maio and Martha Lane Fox
Cultural shift - Ipsos MORI and the new Total Place report
A week in politics - burying NI14 and resurrecting the E-government Unit?
April 2010
April fool - wondering who Sir Peter is working for now?
NI14 is dead, long live parsimony! – promoting the model
Staring across the pond - comparative US and UK views
Be my muse - pondering automated social media and Gov 2.0
The twittering parties - Hansard Society and Sitemorse publications
Web (ab)users - some thoughts on usability and accessibility
Lost in Spain - literally!
E-government and sex - first report about Ethicomp 2010
E-government and the volcano - could e-government have made life easier?
Keeping mum - social media and the election
E-government united - the UN report finally appears
May 2010
Efficiency savings - another doubter
What’s the use of benchmarks - Pew Internet survey
What’s the use of satisfaction – Foresee compared with Pew
E-election mania - what next ID cards for voting?
Semantic, semantics – Pew report on the semantic web
Multi-channel engagement - a Belgian academic revelation
Multi-channel engagement – Part 2 – Some studies from the Netherlands
Multi-channel engagement – Part 3 – Recent research from Sweden
Good government – Local, central and open
Europe calling! - A Digital Agenda for Europe
To the e-barricades! – EDEM10 conference opinions
Voice of the Customer - measuring Gov 2.0 buzz
Who leads Gov 2.0 - A question from David Osimo
June 2010
Horses for courses – Andrea’s visit to the World Congress
Adios CAA – Good riddance to poor measures
The paradigm trap – research from Malaysia
Researching digital government – an aid to researchers
UN-decided – the 2012 UN e-government survey
Opening the vaults – the coalition’s approach to open data
Scots wae hae – Scotland launches citizen satisfaction measuring
Not bovvered - A personal experience of poor customer service…
Island of dreams - the latest from Singapore
Building the better web site – a presentation on GovLoop
Holiday reading - a raft of publications from the 2020 Public Services Trust
The cutting floor - slashing government websites
July 2010
Insight in place - LGDC on Total Place and customer insight
Local 2 – another report on social media in local government
Where’s Watmore? – Ian’s back!
Gartner Open Government model - some open data thoughts
Social viability – an interesting report from Intel
Governing Electronically - a new book by Paul Henman
The technicist manifesto - a response to MLF
The opening of Australia - Open data in Australia
Gov 2.0 in Germany - Another Schellong paper
Out of focus – a review of focus groups
The maturing Internet – users are getting older!
Portuguese e-government - what’s happening there
August 2010
United by e-government - the east learning from the west
Citizen engagement - who should hold the data?
A lesson in efficiency - Civica on outsourcing
E-egg on government face? – how not to crowdsource
Gov 2.0 strikes again – a new publication from KPMG
Open data foresight - where do we publish open data?
Visions of the ideal – e-democracy?
The UN and accessibility - an academic study of international accessibility
Council web costs – how FoI requests rate the web channel!
Digitising the Job Centre Plus – a useful report from the UK DWP
Rude behaviour - organizational culture matters!
September 2010
e-participation – scorecard and wiki
ID Cards - should we or shouldn’t we?
Measuring social media - some more ideas!
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