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!

Satisfaction is high on the agenda!

January 21, 2008

Not only are there documents from the Cabinet Office about ‘customer satisfaction’ but these seem to coincide nicely with ones being produced by the Local Government Association (LGA) and the National Consumer Council (NCC).

These can be found in the LGA’s document store.

The Improvement & Development Agency (IDeA) and Local Government Association have also commisioned a review of approaches to satisfaction, which is an interesting addition to the literature about fairly complex methods.

This all ties in with an article by David James in the New Statesman supplement of 21 January 2008 on Innovation and Change, entitled ‘Listening to the Customer’, where he states:

‘Nobody knows customer needs better thanthe customers themselves and by aggregating their views, customer-centric innovation emerges.’

This is reinforced in the same supplement by Simon Parker of Demos stating in an article about local government that:

‘The cutting edge is all about using the experiences and insights of the public as a spur to redesign services.’

None of which, in my opinion, will come from performance indicators but rather from proper channel managment based upon customer feedback (good and bad)!

Measure for measure?

December 31, 2007

Since the dawn of electronic government in the 1990’s, politicians have been keen to set targets. Now that we are some way downstream in time and delivery, there has been realisation or revelation that what is really useful for a citizen point-of-view is a measure or measures, and some earlier benchmarks would have been useful, too!

There have been a few attempts at establishing models for measuring the progress of electronic government. Di Maio of Gartner has reported on a number of international attempts, along with publications coming out of the OECD and the European Union. If anybody hasn’t seen them and wants to, I’ll provide links here:

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