Not often do I cross-post, but as the previous post might suggest, I rather like the ideas appearing on the Political Innovation weblog/website. However, this time Slugger and his friends have decided to publish a few words of mine around the model I originally developed and posted on this site, but which I have since clarified the description around. The post and download, published on Political Innovation are entitled Citizen engagement exchange.
Perhaps it’ll end up as a feedback loop between the two sites?
The Great E-mancipator 
No problem with your layers in your model, just the sequence you use them.
To me citizens only interact with a channel. Therefore it should be the first direct link. Unless I am missing some fundamental principle.
Leonard,
That’s the whole point. Citizens just don’t walk into a building, ring a number or go straight into a web transaction, they are normally signposted. That User Layer improves the signposting, encouraging better use of all the channels. Although it’s figuratively before the channel, along with the Performance layer, it wraps the transaction. In a very simplified example it’s the call centre message saying ‘you can do this on-line in seconds’ at http://www.xxx, or the web site message saying ‘this service is temporarily unavailable because, please ring xxx’. As we get better at it, the information fed back gets better, as will the citizen feedback.
Mick
I suppose I have given an example of one. Many others will seek, or get, signposts. I always go to the Web first – sometimes just to get the telephone number. I don’t use mobile devices. I never, well hardly ever, think about visiting the council offices. I don’t write letters any more.
I don’t think
I suppose I have given an example of one. Many others will seek, or get, signposts. I always go to the Web first – sometimes just to get the telephone number. I don’t use mobile devices. I never, well hardly ever, think about visiting the council offices. I don’t write letters any more.
How do councils measure performance against the requirements of citizens? Not just a specific channel.
Leonard,
That’s what those first two layers are all about. There are going to be a number of gaps, such as the policy one. The performance layer can be used to check that, the user layer allows feedback to all layers, that’s why they’re layers and not built into any specific channel.
Mick