Having announced the departure of NI14, the question entered my head what happens to monitoring “failure demand“? If authorities were at least trying to track usage on channels and report back to services where they were failing, the measure (NI14) may have had some value, no matter how overcooked it was!
Instead, we now possibly have a vacuum in the understanding of multiple and cross-channel service delivery.
So, what to do? Well the last three years or more of my research have resulted in this model:
indicating that a suitable way of monitoring channel shift, improving channel shift and possibly improving service across all channels is to record usage and (dis)satisfaction across ALL citizen channels. It’s no use picking on one channel, you have no way of knowing where the variation occurs.
anybody thinking about this might consider one of the tools on my Company table V8 or develop something similar of their own, but if they want to manage channel shift, along with improving service delivery, they should consider employing what I continue to call Citizen Engagement Management ( a tool to understand how citizens respond across multiple channels to how services are attempted to be delivered).