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...
The blogger is Mick Phythian, a Research Associate at De Montfort University in Leicester, U.K. and former ICT Manager at Ryedale District Council in North Yorkshire, England. He was also a founder member of the Local CIO Council and regional Chair of Socitm.
Any opinions expressed on this weblog are purely those of the author.
He is not the Great Emancipator! 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...
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GovLoop
The Great E-mancipator 