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!
Timetables – open transport data
A facelift for the pig – post-bureaucratic hogwash?
The dilemma of social media - two new reports about it
Community development - a new report from the CDF
Getting satisfaction – a new report from China
No contact - No more Contact Council
Social skeptics – social capital or not?
If you build it… - Social media as a research tool
October 2010
Bubbling under - e-partipation questions
Marathon not a sprint – a blog about Singapore
KISS – keeping service measurement simple
E-trust - not in South Korea
Freedom of misinformation – open data publication
Canada waits - the latest from there
Local e-government – in Belgium, this time
E-couch potatoes - virtually democratic
Same old story – the CSR010 effect
As green as we appear - the Philip Green review
OASIS – the open source community web site
November 2010
It’s all over down under - NZ gets a government ICT strategy
We are the CHAMPS - CHAMPS2 business change methodology
E-exclusion – exclusion it is, for the moment!
Service energising - The Political Innovation weblog
Political Innovation - a link to a post on that weblog
Getting Customer Focused – it’s happening in Dubai
Another lesson from Canada - Biz teaches BIS the buis!
The crowd in the cloud - Andrea hits a nail on the head
Let’s start a petition - e-petitions and DirectGov
Internet poverty - the latest UK statitics
Fix the web - positively improving accessibility
December 2010
Channelled thinking – to Surrey & other homes of good practice
CitizenSpace – a tool from DeLib
A change man - Prof. Jim Norton
Blogging for academia; writing for citizens
Government data done well - TBL’s five star model
An inaccessible world? – Web site accessibility still poor
This document has been archived - where are the standards?
The government IT strategy awaits… – looks like a long one!
We-government - Two differing strategies, plus a missing one!
The learning government? – A fresh breath of air from Air Canada
Learning government - Philip Virgo blog on Universal Credit
Avoiding past mistakes - a response to the PASC
January 2011
Happy New Year - Andrea’s top 10 of 2010
2010 in Review - WordPress’s analysis of the Great E-mancipator
Why benchmark? – The EC 2010 review
Semantic web - a new chapter in the story
Engagement advice - from California
Brave old world - Evgeny Morozov’s new book
Competition – a new blog at DMU
Citizen perspectives on engagement - are we doing it right?
Social media and councils – the point is? - doing it with good intentions?
On common ground – open applications development
The delusion of e-democracy - no change to democracy
E-government costs - reports from the USA
February 2011
Lies, damned lies – employing statistics
Social Media – Good & bad - the empowered era
Social Mediation – long live libraries
Digital agenda - Mario asks for one
E-forms – Webcredible’s guide to
Online political campaigning – engaging with citizens
Government communications - a presentation
Web 3.0 – horizon scanning
Better late than never – NAO report
Cloudsourcing – why G-cloud is right
Crowdsourcing US-style - a new app on the block
How not to encourage e-government – an example
Using the data – a new site to help
March 2011
Better served - A Socitm report and reality
The scores are published – so? The latest EU e-gov report
Facebook - is it for government
Improved thinking - A new IfG report
Routemap to 2015 - The local services ICT routemap consultation
How green is my cloud? – G-cloud and green ICT
Presenting the evidence - PASC video
Email’s the best - better than social media
Citizensourcing – a tale of New York
Public consultation – a paper on it
More evidence to PASC - Socitm’s turn
Parallel world – another researcher
April 2011
What? more PASC – Ian Watmore’s turn
Government ICT Strategy – a short review
Click on - BBC Radio 4 guide to crowdsourcing
Digital Deca – Ten tips on the web
Transforming government - a new report from OASIS
e-government & e-commerce - an academic view
Anniversary – blogging birthday
Healthy cloud – medicine and the cloud
Real codesign – Charles Leadbeater article
Public engagement – two reports about it
Dirty old cloud? - Greenpeace on the warpath!
May 2011
Leaner & Greener – a report on ‘lean’
Behaviour change - a NLGN report
Alternative vote – on websites
The social medium - a view from GovLoop
History lesson – two stories from the past
Channel manoeuvres - two new reports
Unpicking history - Adult care
Circles within circles – an IBM report links to an acquaintance
Opening government - a few more publications on the topic
EU targets – back on them again…
June 2011
Website costs - old story, new twist?
How to – howto.gov
Semantic Community - a sandbox for openness
Cyberutopianism – Morozov and Curtis considered
Uncivil service - HMRC performing poorly
Uncivil service – Part 2 – ongoing saga
Internet discussions - does e-participation work
Really open government - Iceland should be in the news
Open government, really? – Beth Noveck in Canada
Customer Service Guidance – lots of it
Less e-paper - latest from Singapore
July 2011
Annual surveys – a ClickTools report
Same Old Mistakes – WEF report
Getting on – a report on older users
Social Impact Analysis - another academic school
Communications & Trust - lessons from the North West Frontier
Measure the Outcomes – PASC report
Enter the gamma – alpha.gov.uk’s accessibility
Misplaced trust - a paper on the topic
Older & offline – the Fujitsu report
Web age - looking academically
PASC reporting – conclusions of the PASC
August 2011
Critically acclaimed – CBI report
Public value? – A paper from New York
Open, and better data - is open data all its made out to be?
Open data or what? – another critique
Government productivity - a study from the LSE
Complaints Management Best Practice – research from CDC
Model Network – the PSN?
Social Media Mining – how it can be wrong
How much more involvement? - A ResPublica report
September 2011
Green cloud - another view on cloud’s greenness
The list grows – list of companies with satisfaction measurement apps
It works both ways – bi-directional open data
Understanding social media – a blog post & a paper
Public Information Management - what is e-government?
Modern days – need modern ethics
Faceache – Do social media create revolutions?
About face - Analysing social media
Social media guidelines - plenty out there
October 2011
E-government study 1 - the first of a series of reviews
E-government study 2 - One from Wales
E-government study 3 – one from Germany
Open source cloud - is it or isn’t it?
Open and shut cloud - some differing opinions
Is government a platform - a Tim O’Reilly paper considered
Digital exclusion by default -a DWP research paper
Social Service - an LGiU paper
Cool crowdsourcing - innovation in the US
November 2011
California dreamed - egovernment below state level
Top ten priorities - Another from the US
E-rules - is e-rulemaking out of fashion?
Tell us how - the Cabinet Office crowdsources
Safegov – a new website about cloud
Data matching - addresses and names
Irish Times - more Irish lessons
Pan-European Egovernment - 6th Ministerial Conference
Neighbourhood Networks - a report on them in the UK
Goss Social Media Survey - what it says
December 2011
Government Web 2.0 in Canada - and elsewhere
Parlour Games - Mike Bracken speaks
Government Data Service Launch – Mike Bracken speaks again
E-directive - as opposed to an EU one
Democratic accountability - a paper on the topic
Directgov – the NAO report on the site
Evil crowdsourcing - the subliminal side
Six months on - NAO report on the UK Government IT Strategy
Broadband and the economy - A US report
January 2012
A Digital Agenda - the EU 6 month review
Austere academia - an LSE report
Keep taking the tablets - a usability report
Digital participation in Scotland – a report and its summary
Not rocket science - bad practice in BC
Keep it stupid, simple - Another PAC report
Participating in a democracy - a recent debate
Rescuing policy - Dan Lenihan’s book
Up down under - comparitive reviews
Ninging up York - a community consultation
February 2012
Open Data Manual - the manual and more
New Democracy - Greece, old & new
Evaluating Citizen Participation - a new IBM publication
Acronym Wars - fun in the EU
Unsubscribe – trying to dump spam
The ‘Green’ Emancipator - on video
Linked Open Data - some more sources
Open Sores - on Open Source
E-government tightrope - News from NZ
The Inbox - measuring email
Cloudy Days - who’s not playing?
CONsultation – Tell Us How & GeniUS
March 2012
Complexity – Government has too much
Open warfare - more opinion on open
Open by design - …and yet more
United we fall - the 2012 UN report
Data Dividend - the Demos report
Scotland the Brave – the McClelland Report
Good Practice? - A DWP report/website
Molten Cloud - A health warning
Yes, minister - the budget
Facing our Future - the New jersey view
April 2012
Accountancy Age - how it doesn’t add up
Open the data Maude - the revolution will not be about open
A cloudy outlook - why we need to plan
Top Management Team - new Socitm report
Clicktivism – does social media do it?
Comment on this post - who does what?
Channel choice - Canadian services
Civic engagement - Comparing two papers from the USA
Democratic Demands - more to social media
What is ‘open government’? Andrea di Maio and the OGP
Implementing transparency - open government and the NAO
May 2012
Irish ways - the latest Irish e-government strategy
A digital nation – Canadian report on web usage
Good progress - G-cloud is making
The design method - a good blog
The election result will not be Tweeted (in advance) – a review of the research
Social media and revolutions - a Libyan view
Inclusive online community engagement - a new US report
GovSM – a wiki on social media
Six stage digital engagement - the easy view
Digital urban spaces - an RSA view
Posted by greatemancipator 
