Whilst away presenting a paper at the European Conference on E-Government ’09 in London, I read a new report from Canada entitled: From Research to Results: A Decade of Results-Based Service Improvement in Canada.
This turned out to be extremely appropriate, since all three papers in the stream my paper was in identified the missing link between academic research and the e-government practitioners. In this excellent, small and readable 46 page guide, what Marson and Heintzman conclude is the key to Canadian success, it is the implementation of “action research focused on obtaining feedback from citizens that can be quickly translated by public managers into service improvment that citizens want and notice, including single windows, electronic gateways and service clusters.” They also list “service improvment methods that focus rigourously on the drivers of citizen satisfaction with government service delivery.”
Their documenting of the last ten years in Canada reinforces what this blog has been saying, that is, the need for web managers, IT managers, customer service managers and service managers to focus upon citizen satisfaction, but not as interpreted by by annual surveys or ad-hoc measurements, but instead by the continued monitoring of service delivery across the multiple channels.
The Canadians employed their academics and practitioners to prove that the customer is always right – but as to how far one takes their advice is down to the politicians and their budget management.