Having reached the formal first anniversary of my research ( I’d actually been thinking about it a lot longer, then started it and got delayed by a spell of long-term illnes with heart failure), I thought I’d explain the proposed model and why.
My review of the literature had only revealed some complicated metrics as listed by Andrea di Maio and others, and targets such as National Indicator NI14. Along with that, having been managing an e-government programme I despised the Best Value Performance Indicator 157 and Priority Service Outcomes that had been the targets in England, they were of little value to the public!
Companies like rol have proposed solutions such as govmetric and I think they’re getting there. My approach is to inhibit the use of targets and a pure reliance upon positive or negative feedback is the answer, and what I want from my suggested model.
If a customer/citizen (and there is a lot of debate about how we should view them, including the Cornford/Richter one) is satisfied or otherwise they indicate and leave feedback as to why. The feedback is used to improve the systems…
Simply that – satisfied/dissatisfied – if so, why? We’ll do something about it! Of course, we still need to measure usage of channels, all the channels, but with usage and satisfaction a great deal can be done to improve the service.
The next development is to cater for the customers that aren’t banging upon the door of any channels. Need, as per NWEGG, is one way but improving and simplifying access may stop us pushing the door from the other side?