On the 4th June, whilst helping my wife on the drive of the house, my son left my digital camera on the roof of her car. The pair then drove off realising some fifteen minutes later that they didn’t have the camera. They turned around and looked for it at the site i.e. the road we live on, without finding it.
Being informed that evening of what had happened, I thought that rather than ‘phoning the police of a Friday evening, when they’d be busy with the drunks up town, I’d inform them via their website on the off-chance that a local person might have picked it up and handed it in. Whilst most of the local residents are the salt of the earth, some are the scum off it, so the chances were quite limited.
Where once there was a “report an incident form” on the web site I hade to search around and find a general report form, which stated that although the incoming mail weren’t immediately read, the folder was checked for any reports at least every 24 hours and directed to the right place. So, job done I carried on investigating possible insurance claims.
A little while later an automated response popped into the inbox but that was the last I heard. By the following Thursday evening I was annoyed at not even getting an email saying “not handed in, sorry, incident number 9999”, so I emailed again. This time, along with the automated acknowledgement came an email saying the matter had been passed to the “oic” with a request to contact…
The following Tuesday I found a voicemail on the home ‘phone stating that he hadn’t received the email until nearly midnight, didn’t think I wanted a reply and as there was no record of it being handed in had recorded it on the lost property system.
What’s wrong with the above approach?
1. It took 11 days to get a reply (after chasing six days after the original notification)
2. On the original form it asked how I wanted to be contacted and I’d asked for an email response (not a ‘phone call)
3. Not a sniff of an apology. In fact the officer concerned sound aggrieved that I’d disturbed him!
LESSON for NYP – If public services are going to develop web sites, they need to be for the public’s convenience not theirs.