Had an informative email conversation with William Heath of Kable fame (now part of the Grauniad group) the other night. He picked me up on the fact that I had no link to him (, which is now fixed.  He also ponted me to two other recent projects and

The one is the ‘wouldn’t it be better if’ site, where the public are given the oppotunity of reporting a bad public service experience in that manner. The is a company specialising in customer engagement research.

Yet again, I was confirmed that I wasn’t completely off my rocker doing this research, although the metrics being investigated are looking slightly more complex than my ideal. However they are all places to watch!

A little while ago I blogged about the Read report. Well, it was released today (21 April 2009 in advance of the Budget speech) and is reported on Kable amongst others. Let’s see what happens in the Budget!


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2 Responses to publicexperience

  1. William says:

    Hi there. It’s me again. Thanks for that. I’d better say that the trend Ctrl-Shift is built upon (variously called buyer-centric commerce, customer-managed relationships or “Vendor Relationship Management”/VRM) has a great deal more to it than meets the eye. Especially, in the medium term, for public services.

  2. Mick says:


    I expected that had to be the case! I’ve managed to get a copy of ‘Right Side Up’ by Alan Mitchell and will be reading in due course. His proposals weren’t considering the public sector, so it will be interesting to see how they can be made to fit – I’m not a great believer in the consumer model of public service that came out of NPM etc.


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