Hot on the entrails of the NWEGG report mentioned in an earlier post is the latest from the DCLG (or duckleg, to its friends) entiteled ‘Delivering Efficiency: Understanding the Cost of Local Government’.
The interesting connection is the diagram on page 40 which has central to it a ‘circle of need’, which points to ‘customer satisfaction’ as an outcome.
Hence understanding the citizen’s needs (or their own presentation of themselves, as it were in Cornford & Richter’s paper) should assist us to deliver the services that make them satisfied.
Posted by greatemancipator 
The Great E-mancipator 