Channel migration

May 12, 2008


That’s part of what I’m trying to find out but I believe that without metrics and feedback we don’t know how its working or how successfully!

So far, I’ve had about twenty great responses to the survey, which I’ll summarise in due course. However, more responses are really welcome, even if its only to give me some idea of what ISN’T being done!




Great E-mancipator survey 1/2008 as a PDF

April 5, 2008

For those who don’t like electronic surveys, I’ve saved it as a PDF for mailing to me at the University…



NI14 version 3 and a homage to Catalonia

March 5, 2008

The latest and apparently final version of NI14 appeared at the very end of February, it is now described as ‘the proportion of customer contact that is of low or no value to the customer’. Guidance will be issued by the end of June 2008!

The document can be found hereabouts:

Today, 5 March 2008, I attended a conference at Hull University Business School at the invitation of Dr Jose-Rodrigo Cordoba-Pachon,a lecturer there. I could only stop until lunch but the presentations to that point covered Barcelona, Brittany and Hull. The clear message from Barcelona and Hull was that political drive is key! Interestingly, Barcelona has made council officers legally accountable to deliver e-government and if they don’t they can be sanctioned, or thats my interpretation of ‘Regulatory Ordinance on Electronic Government, March 2006’.

Perhaps that might have been better than those six and a half Implementing Electronic Government Statements and the Priority Service Outcomes?

Another Catalan conclusion was that organizational factors affect implementation and in the world of vicious and viruous circles, implementation changes organizations. Barcelona had seen changes to the administrative services in the process of delivering complex transactions across multiple providers, both private and public!

Many thanks to Dr Mila Gasco Hernandez and the other presenters and visitors, it was a very useful four hours!

NI14 – The drama continues

February 13, 2008

According to the Public Sector Forums, NI14, the national indicator for avoidable contact is in its third incarnation and starting to look rather different, and is also apparently delayed until October 2008.

More information from the news source at:

(You may need to register to view it).

Irish lessons

January 23, 2008

In a Special Report from the Comptroller and Auditor General of Ireland published in January 2008, about their eGovernment projects, the first two stated requirements are:

  • a current baseline
  • target business benefits in measurable terms

A little vague maybe but it’s a start!