Viewing the market

November 19, 2008

Having mentioned GovMetric and Mavis over recent months I felt it fair to list the other suppliers of systems specialising in NI14 and/or satisfaction, other than the pure customer relationship management (CRM) systems that have been adapted to record ‘avoidable contact’. If anybody knows any other systems, please let me know. I’m not saying that any are any good, and I know some are very expensive and some quite limited but one of these days I’ll prepare a comparison chart:

Another two added on the 20th November:

A brief comparison table added  as a PDF 21 November 2008: company-table

London calling! Revisiting NI14…

November 3, 2008

I travelled to an event today (3rd November 2008) hosted near the Tower of London all about National Indicator 14 for some further discussion of it. On the journey I was reviewing the literature about gaps and concluded that life was to short to cope with detailed gap analysis, so I’m hypothesising that citizen engagement feedback can be used to handle them, but hopefully that will all come out at the EiP conference in a week’s time!

Rather than a verbatim report, thought I’d pick up on the highlights or useful points that came out at the conference…

One of the introductions was by Sarah Fogden, reported to be inventor of NI14 and arch-nemesis of John Seddon, originator of the concept of demand failure, which Sarah highlighted by stating that she didn’t mind what the indicator was called but one was needed to satisfy the process-driven people at Whitehall, when I’d always thought they were target-driven and thought that all our problems would be solved if they were lead by process or system! She also tied the words ‘holistic’ and ‘transformation’ together – I wonder what Jan Smuts the South African statesman would think were he still around eighty years on? (Smuts’ definition – “The tendency in nature to form wholes that are greater than the sum of the parts through creative evolution”.

She did say to focus upon the key priorities of the organisation, use the CRM system to assist; that there is no right way to do it and that the overall figure for NI14 is meaningless…

Tom Wraith of the Audit Commission had little new to say but was still interesting when he stated that NI14 was:

  • the most frequently queried indicator
  • unlike most indicators
  • had far less prescription
  • moved on from BV157
  • a tool for self-improvement
  • AC won’t be directly comparing but they had a duty to make it public
  • what’s included is up to you!
  • The CLG edict that there was a need to ‘justify methodology’ was a little harsher than AC would have desired
  • It would be used as part of the conversation/dialogue with authorities about managing resources
  • Needed to be triangulated with the evidence

He was asked by Tony Hinkley who has been working for ESD-Toolkit on NI14 whether it was their intention to make it compulsory to use the Local Government Service List (LGSL) which I believe he confirmed?

Kate Batty from Tameside said that NI14 was not the whole answer but that ESD-Toolkit, Mosaic, customer journey mapping and customer service training were all part. Here words were that the order should be: people, process, then technology! One her snappy phrases was ‘lets stop worrying about measuring apples and pears and measure fruit’, which in NI14’s case was highly appropriate…

A fascinating presentation was made by Tom Benford upon the ‘call reduction strategy’ used at the DVLR. He stated that 60% of their customer wanted to use the ‘phone for service, despite frequently having got the number off the web site! In order to reduce avoidable contact and the number of telephone calls they’d looked at the end-to-end customer experience and the process times. As a result they’d made a number of changes:

  • revised the content
  • put their the actual questions being asked on the web
  • made their URL’s friendly
  • put a link from the online directory enquiries to the web site
  • adopted plain English
  • redesigned customer-facing documents especially the highly used ones
  • cross-referenced material with online content
  • moved away from using form numbers
  • agreed customer-meaningful turnaround times for metrics
  • revised telephone book entries – put web site address first but also numbers which may not be their services but which the public think they do

One question revealed that despite not being NI14, the resultant transformation was possibly more effective than NI14

It was also stated that no local authority had included NI14 within their quota of targets for LAA…

NI14 had shifted to being outcome focused

Blackpool had realised that their ‘Customer First’ wasn’t working so they listened to customer demand for six weeks, wrote everything down and from this extracted 4000 demands, 121 of true value under seven  broad themes. With their turnover of residents they found change of address to be the most frequent demand and focused upon that initially. Their motto was “in a perfect world, how would we serve the customer?”

A lesson from Halton to their staff when training was: “to think of it from the customer’s view!”

I hope the Cabinet Office don’t mind me publicising the fact that the presentations should be available on their web site.

IDeA NI14 Guidance and GovMetric

August 2, 2008

Public Sector Forums have made a great deal of the fact that the IDeA guidance upon NI14 promoted GovMetric and only GovMetric as a possible solution.

I’ll declare some interests here, I have met wil rol the company that produce GovMetric and over a year ago had an academic discussion with them about the while concept of customer satisfaction and channel migration.The council I work for currently employs the Socitm solution for doing web site evaluation which partialy employs a tool produced by rol, who are working with Socitm to do service benchmarking. I am also a Socitm member, a member of my regional Socitm executive and also on the Local Government Chief Information Officer Council, which Socitm were recruited by central government to create.

I like the concept of GovMetric and haven’t seen anything other than built in CRM tools to match it and of course they don’t all come with the templates for web sites or a complete and designed-for-purpose suite of tools. There is Opinion-8, which I believe doesn’t work quite the same way either.

I’ll agree that it was daft for the IDeA to nominate one tool, I don’t think they could have avoided promoting the ESD-Toolkit, since its their child! However, I have yet to find anything conceptually up to GovMetric. We asked our web developers to build a tool into the web site CSS to collect feedback and they wanted a lot of money, it would probably have contributing to buying GovMetric, which isn’t cheap, and tying up the other channels!

What’s the solution? Horses for courses, I suspect, by the time people get around to trying to collect NI14 data manually they’ll realise what a time waster it is and plump for an electronic tool. What is needed in collecting the data is rigour and an awareness that NI14 is not the answer, the answer is feedback from staff and citizens about the systems we use, be they delivering answers by the web, telephone or face-to-face. We need to collect that feedback and act upon it but at the same time supply the required indicator.

Why do we need to do that? To instil confidence in the public that we mean to change, to transform. We do mean to do this, of course, but we need to demonstrate it! We also need to placate the Minister!

A month by month guide to what’s been blogged!

July 31, 2008

December 2007

National Indicator 14 – avoidable contact – this was the first draft!

Measure for measure – a look at metrics internationally

World Wide Web Consortium – some new reports

January 2008

Satisfaction Canadian Style – a look at some of the excellent Canadian work

Satisfaction is high on the agenda – publications from the LGA, NCC and New Statesman

Irish Lessons – a report from Ireland

February 2008

NI14 – the drama continues – version 2 of the draft national standard!

March 2008

NI14 version 3 and a homage to Catalonia – NI14 version 3 and a report back from a Spanish-flavoured conference

Wanting what the customer wants – NWEGG report on citizen need

Public Value, Social Capital & other fun metrics – a trawl through the terminology!

Customer Unfocused – excellent Richter & Cornford paper

Delivering Efficiency – a new DCLG report

April 2008

Is there a public service ethic? Some academic views

Great E-mancipator survey as PDF – for those who can’t Google!

Customer Need and Public Service – philosophy gets dragged in!

A Theory of Parsimonious E-government Management – the theory!

14th April 1865 – why and what the Great Emancipator

Annual Research Report – what it says on the label!

Feeding back – from the launch of the SURVEY

History repeating itself – my abstract for Ethicomp 2008 at Mantua, Italy

Satisfaction? responding to Pete – a dialogue develops

Re: Pete but not a repeat – a response to a comment

E-government bulletin – a piece published in the same communication

May 2008

Public value and satisfaction – Mark H Moore

Channel migration – response to another comment

Targets, metrics and dissatisfaction – what happens when citizens aren’t happy?

Initial feedback to Great E-mancipator survey – a summary!

Systems thinking, control charts and philosophy – more philosophy and history

A summary of some recent posts on the UK e-democracy network – what it says

June 2008

Why government IT fails – a link to an article

Change and channels – a comment from Glyn Evans

Satisfaction – another meeting

Customer insight – an online conference – with the Cabinet Office

Systems thinking, balanced scorecards and satisfaction – they can work together

Scorecards, systems, Canada and Australia – examining thinking

Customer What? – a debate with cabinet Office

Old Whine in New Bottles – picking up on PINpoint from the IPF

Feedback from Brendan – a blogger at the IPF

Yardsticking! – better than benchmarks

July 2008

Computer Weekly blog awards – I’m shortlisted!

NI14 Guidance released – from the IDeA

NI14 – the new moneypit for suppliers

Tail wagging dog – another go at NI14

Bread and circuses – customers versus citizens

Some of July’s literature findings

Customer first! – findings on NI14 from the north east

A month by month guide to what’s been blogged – THIS!

August 2008

IDeA NI14 Guidance and GovMetric

Channel usage and strategy – updating my thoughts!

Customer insight guidance – whats happening at the IDeA

Semantics, semiotics and sophistry – having been told once too many times ‘its all semantics.’

Citizen oriented architecture – A new name for the model!

Which community – which communities are you a member of in your neighbourhood?

Computer Weekly blog awards – the sad news…

Inclusive transformation – a report from EURIM sounds positive!

September 2008

Researching Local Government, Web 2.0 and Service-oriented architecture – the future (perhaps?)

Conference call! – presenting research in London

The Invisible Hand? – mashups or intelligent agents?

Further feedback to the invisible hand – some comments!

Between rocks and hard places – invisible hand versus data security

The Public Office – a new Whitehall novelty

Rock on Canada – reading Canadian e-government

So, what’s the vision? – employing experience

Measuring what matters! – Australia adopts the Canadian CMT

The ‘invisible hand’ writes on… – more thoughts on XML and its uses

October 2008

Social inclusion and digital exclusion – a European report on English e-government

Promises, pledges and satisfaction – debating some more options

A history lesson! – looking back to a forecast from 2000…

The Bandwagon Effect – consumerism’s effect on service delivery!

Some questions about anchoring expectations – how do we measure the gap?

I before E – systems thinking and digital inclusion

Who is doing what in local government – is the network joined up?

Another model, but flawed – the Chester model

What do we do about sharing data? – the Conservative manifesto…

November 2008

Scotland seeks satisfaction – citizen satisfaction, the Scot’s approach

London calling! Revisiting NI14 – a report from Tower 08.5

Getting to Gemba – resorting to systems thinking

Getting egged on! – Report from the EiP conference

Satisfaction counts! – a newly discovered software supplier (and in the UK).

California dreaming – an interesting paper from the USA

Viewing the market – a brief look at system suppliers

Sayonara satisfaction – a link to another blog’s visit to an amazing Japanese company

Going critical! – Heidegger meets the IDeA

Being insightful – a very brief review of the ‘insight’ report

December 2008

Citizen Engagement Exchange – a revision of the model

NI14 back in the news? – some recent research

Citizen or consumer – command & control? – David Marquand revisited

NI 14 Paying the piper – more stuff on NI14!

Activity based recharging – are we economic with the economics?

Gartner – right again! More on metrics and engagement.

News from the USA – the Federal Web Managers’ white paper

NI14 – update to the guidance – 2 page update from the CabO

Wise words from Oz – A new Australian e-government report

Why bother? – a look back at the research

January 2009

How NOT to use feedback! Why the Minister is wrong.

East or west, no-one answers! A report from China

Having second thoughts! In support of Goodhart’s Law

Honesty is the best policy! Statistics in the news

Au Revoir NPM – A paper by Michael Duggett

Co-production – a report from Compass

Co-production – part 2 – an article in the latest Public Money & Management

Behind the Vanguard – a new essay from Prof. John Seddon

What have I just been saying? a recent academic paper from Surrey

Accentuate the positive! the latest Accenture report

February 2009

Digital Britain – a new report from DCMS and BERR

The power of information – latest news from Steinberg, Vanguard, et al

A good moan – a new piece on

S*d it! – a slave to the Internet

Happy birthday – an homage to Charles & Abraham

Get real Read! – Government IT gets it in the neck, again.

Oysters and pearls – creative dissatisfaction

World Wide Web Consortium – news from nowhere

A new job? – a vacancy at Whitehall

Making contact with NI14 – update on the research and an online debate

March 2009

I Googled ‘twitter’ and ‘e-government’ – and found enlightenment, well almost!

Why don’t you listen? Two newish publications.

Web 2, yoof and snouts in the trough – how not to do new media

Paper in the pipeline – new research paper on its way

A paradox we can’t work with? An interesting academic editorial

The many angles of multichannel service – looking at an option from

New thinking – reading Gerry McGovern’s latest newsletter

Triumph of the will – the model and some papers from ‘clicktools

Complaining culture – turning complaints into an artform

Get Carter – Ofcom versus Digital Britain

Andrea strikes again – EU blue sky thinking

Laddering Participation – forty years on

April 2009

Social s(t)igma – another idea on

What is e-government for? – Is is just a channel or are we wanting to engage?

Evidence base – latest Gerry McGovern blog

Get satisfaction – more on satisfaction and pledges

Good complaint handling – a ‘how to’ guide

Great Emancipator II – the second annual survey

publicexperience – had a bad one?

You can’t win! – MP slags off DVLA

A private sector experience – what we learnt on our holiday

Operational efficiency – what can we read into the Treasury report?

May 2009

What I’d expected – initial results from the survey

Need and satisfaction – news from Chorley

No place to be – the value of the Place survey?

How to complain – another personal experience

Off target – lots of moans about target regimes

Good Planning – what makes a good planning web site?

Guidance & metrics – still not a lot of deep thinking…

NI14 – the latest! IDeA keep us posted

Complaining again – advice about complaints

Citizen-consumers – digging in the library

June 2009

Expenses anyone? – a role for e-government

Researchers in the dark – Parity in the press

More on Parity – the report in the flesh

What shall we do? – a view from the week’s events

How many visitors? – discussing web site stats

Digital self-exclusion – a new Ofcom report by Mori

Getting overfocused on the tools – wasting money?

Don’t count on empowerment – a report from the CLG

Watmore’s wisdom – last words from the former CIO

The Final Report – from Carter

July 2009

Return to Canada – after a trip to ECEG2009

The Tory Take – considering things after an election

Web 2.0 and benchmarking – more from Gartner

Channel accounting – can we have a cost per channel?

Contrasting opinions – Who is right about Post Offices?

Listening to the front line – a new report from the Cabinet Office

Metrified – GovMetric go public

Getting Techie – listening to Tim Berners-Lee

World Class – yet another Cabinet Office report…

New blogger on the street! John Suffolk joins the crowd

August 2009

Consuming ourselves – another McKinsey report starts some thinking

Service quality and efficiency – MP’s ask questions, again…

Citizenomics – comparing costs and productivity

Interim survey results – NI14 rather wasted on us

Measuring the email mountain – Considering the President’s inbox

Developing e-government – advice from India

Foresight – a new report on the US

Optimization Techniques – how customers measure

Analysis Paralysis – IBM’s latest idea

Electronic government costs – in N.Ireland

September 2009

Effect of central on local – Is this what the CLG wants to hear?

Mistaken conclusions – Demos barking up a wrong tree?

Follow the leader – new report from the Sunningdale Institute

Channel Strategy – news and views from the Cabinet Office

In these hard times – looking at the Tory alternative

E-government dependencies – To Web 2.0 or not

Another survey – this one from the Oxford Internet Institute

US government web sites – a up-to-the-minute study

Why we need to involve the “local” end users – not just “other” cultures

October 2009

Engaged in the USA – some ways to approach citizens

Blogging about other bloggers’ blogs – some lessons from history

E-governancing – why Accenture agree with this blogger!

Will e-government be different? – back to the academic literature on e-government

Minister for e-government – Angela’s back!

Digital conclusion – Martha’s report

Beatcounters – beancounters getting it wrong?

User-centred approaches to e-Government – latest from the OECD

Public service? – it’s a culture thing!

November 2009

Disinfecting the swamp – thinking about “open gov”

Foressing the future – the Q3 report from Foresee

Analogues of service – Kevin Carey in GC Magazine

Citizen Issues – asking them what they think of service?

Reasons to be cheerful – G2010 in the news

Jobcentre + A qualitative analysis of the dole offices

E-Parliament – will it be virtually any better?

E-government back in the news! – Malmo in the news

Benchmarking the mire – Dissing Capgemini

Happiness – is it the same as satisfaction?

December 2009

Back to academy – Papers by Winner and Hirschman

Open strategy – leaking a leaked leak

Don’t get carried away – liberating the UK’s mapping data?

Frontline first – new website/report from the Cabinet Office

Governing IT – a report from the Institute for Government

Looking east – a report from Booz

E-democracy – e-government: e-democracy or e-deliberation

NDL – the sixth NDL-Metascybe integration and CRM report

Co-production again – a new report from NESTA

Measuring Social Media – looking at a few methods

January 2010

Gov 2.0 again – a Christmas message from Andrea di Maio

The case is adjourned – Philip Virgo’s blog

Social media analytics – Avinash Kaushik’s thoughts on them

Going native – what to do with social media natives?

A new start – picking on Deloitte!

Improving service – Socitm’s turn to be picked on!

Benchmarking the nations – what’s the point?

Zettabytes – how Americans consume information

Going continental – Pan-European E-services

The final edition? – Government ICT Strategy

February 2010

Social Media News – it’s there on the news stands

Satisfaction levels out – the latest Foresee report

Social media as a channel – a report from Right Now

Accountability – a report from Localis

The engagement ethic – a report from the Innovation Unit

Passive democracy – The Hansard Society considers social media

New Horizons – when is e-government achieved?

Transparency – web site transparency equates to trust in government?

Low usage of e-services – a tale from Korea

Smarter public services – IBM advertises in New Statesman!

March 2010

Crossroads – where we’re at with e-democracy

Digital participation – following on from Digital Britain

Poor relations – broadband coverage in USA not dissimilar to UK

Community work – a report from PwC and the IPPR

Democratic participation – An academic view of e-participation in the EU.

Varieties of Participation – a paper by Fung

What really matters – another Accenture report

Tailored technology – thoughts from CIO’s in the USA

Social mediating – another report from NESTA

Focus not thrills – Andrea di Maio and Martha Lane Fox

Cultural shift – Ipsos MORI and the new Total Place report

A week in politics – burying NI14 and resurrecting the E-government Unit?

April 2010

April fool – wondering who Sir Peter is working for now?

NI14 is dead, long live parsimony! – promoting the model

Staring across the pond – comparative US and UK views

Be my muse – pondering automated social media and Gov 2.0

The twittering parties – Hansard Society and Sitemorse publications

Web (ab)users – some thoughts on usability and accessibility

Lost in Spain – literally!

E-government and sex – first report about Ethicomp 2010

E-government and the volcano – could e-government have made life easier?

Keeping mum – social media and the election

E-government united – the UN report finally appears

May 2010

Efficiency savings – another doubter

What’s the use of benchmarks – Pew Internet survey

What’s the use of satisfaction – Foresee compared with Pew

E-election mania – what next ID cards for voting?

Semantic, semantics – Pew report on the semantic web

Multi-channel engagement – a Belgian academic revelation

Multi-channel engagement – Part 2 – Some studies from the Netherlands

Multi-channel engagement – Part 3 – Recent research from Sweden

Good government – Local, central and open

Europe calling! – A Digital Agenda for Europe

To the e-barricades! – EDEM10 conference opinions

Voice of the Customer – measuring Gov 2.0 buzz

Who leads Gov 2.0 – A question from David Osimo

June 2010

Horses for courses – Andrea’s visit to the World Congress

Adios CAA – Good riddance to poor measures

The paradigm trap – research from Malaysia

Researching digital government – an aid to researchers

UN-decided – the 2012 UN e-government survey

Opening the vaults – the coalition’s approach to open data

Scots wae hae – Scotland launches citizen satisfaction measuring

Not bovvered – A personal experience of poor customer service…

Island of dreams – the latest from Singapore

Building the better web site – a presentation on GovLoop

Holiday reading – a raft of publications from the 2020 Public Services Trust

The cutting floor – slashing government websites

July 2010

Insight in place – LGDC on Total Place and customer insight

Local 2 – another report on social media in local government

Where’s Watmore? – Ian’s back!

Gartner Open Government model – some open data thoughts

Social viability – an interesting report from Intel

Governing Electronically – a new book by Paul Henman

The technicist manifesto – a response to MLF

The opening of Australia – Open data in Australia

Gov 2.0 in Germany – Another Schellong paper

Out of focus – a review of focus groups

The maturing Internet – users are getting older!

Portuguese e-government – what’s happening there

August 2010

United by e-government – the east learning from the west

Citizen engagement – who should hold the data?

A lesson in efficiency – Civica on outsourcing

E-egg on government face? – how not to crowdsource

Gov 2.0 strikes again – a new publication from KPMG

Open data foresight – where do we publish open data?

Visions of the ideal – e-democracy?

The UN and accessibility – an academic study of international accessibility

Council web costs – how FoI requests rate the web channel!

Digitising the Job Centre Plus – a useful report from the UK DWP

Rude behaviour – organizational culture matters!

September 2010

e-participation – scorecard and wiki

ID Cards – should we or shouldn’t we?

Measuring social media – some more ideas!

Timetables – open transport data

A facelift for the pig – post-bureaucratic hogwash?

The dilemma of social media – two new reports about it

Community development – a new report from the CDF

Getting satisfaction – a new report from China

No contact – No more Contact Council

Social skeptics – social capital or not?

If you build it… – Social media as a research tool

October 2010

Bubbling under – e-partipation questions

Marathon not a sprint – a blog about Singapore

KISS – keeping service measurement simple

E-trust – not in South Korea

Freedom of misinformation – open data publication

Canada waits – the latest from there

Local e-government – in Belgium, this time

E-couch potatoes – virtually democratic

Same old story – the CSR010 effect

As green as we appear – the Philip Green review

OASIS – the open source community web site

November 2010

It’s all over down under – NZ gets a government ICT strategy

We are the CHAMPS – CHAMPS2 business change methodology

E-exclusion – exclusion it is, for the moment!

Service energising – The Political Innovation weblog

Political Innovation – a link to a post on that weblog

Getting Customer Focused – it’s happening in Dubai

Another lesson from Canada – Biz teaches BIS the buis!

The crowd in the cloud – Andrea hits a nail on the head

Let’s start a petition – e-petitions and DirectGov

Internet poverty – the latest UK statitics

Fix the web – positively improving accessibility

December 2010

Channelled thinking – to Surrey & other homes of good practice

CitizenSpace – a tool from DeLib

A change man – Prof. Jim Norton

Blogging for academia; writing for citizens

Government data done well – TBL’s five star model

An inaccessible world? – Web site accessibility still poor

This document has been archived – where are the standards?

The government IT strategy awaits… – looks like a long one!

We-government – Two differing strategies, plus a missing one!

The learning government? – A fresh breath of air from Air Canada

Learning government – Philip Virgo blog on Universal Credit

Avoiding past mistakes – a response to the PASC

January 2011

Happy New Year – Andrea’s top 10 of 2010

2010 in Review – WordPress’s analysis of the Great E-mancipator

Why benchmark? – The EC 2010 review

Semantic web – a new chapter in the story

Engagement advice – from California

Brave old world – Evgeny Morozov’s new book

Competition – a new blog at DMU

Citizen perspectives on engagement – are we doing it right?

Social media and councils – the point is? – doing it with good intentions?

On common ground – open applications development

The delusion of e-democracy – no change to democracy

E-government costs – reports from the USA

February 2011

Lies, damned lies – employing statistics

Social Media – Good & bad – the empowered era

Social Mediation – long live libraries

Digital agenda – Mario asks for one

E-forms – Webcredible’s guide to

Online political campaigning – engaging with citizens

Government communications – a presentation

Web 3.0 – horizon scanning

Better late than never – NAO report

Cloudsourcing – why G-cloud is right

Crowdsourcing US-style – a new app on the block

How not to encourage e-government – an example

Using the data – a new site to help

March 2011

Better served – A Socitm report and reality

The scores are published – so? The latest EU e-gov report

Facebook – is it for government

Improved thinking – A new IfG report

Routemap to 2015 – The local services ICT routemap consultation

How green is my cloud? – G-cloud and green ICT

Presenting the evidence – PASC video

Email’s the best – better than social media

Citizensourcing – a tale of New York

Public consultation – a paper on it

More evidence to PASC – Socitm’s turn

Parallel world – another researcher

April 2011

What? more PASC – Ian Watmore’s turn

Government ICT Strategy – a short review

Click on – BBC Radio 4 guide to crowdsourcing

Digital Deca – Ten tips on the web

Transforming government – a new report from OASIS

e-government & e-commerce – an academic view

Anniversary – blogging birthday

Healthy cloud – medicine and the cloud

Real codesign – Charles Leadbeater article

Public engagement – two reports about it

Dirty old cloud? – Greenpeace on the warpath!

May 2011

Leaner & Greener – a report on ‘lean’

Behaviour change – a NLGN report

Alternative vote – on websites

The social medium – a view from GovLoop

History lesson – two stories from the past

Channel manoeuvres – two new reports

Unpicking history – Adult care

Circles within circles – an IBM report links to an acquaintance

Opening government – a few more publications on the topic

EU targets – back on them again…

June 2011

Website costs – old story, new twist?

How to –

Semantic Community – a sandbox for openness

Cyberutopianism – Morozov and Curtis considered

Uncivil service – HMRC performing poorly

Uncivil service – Part 2 – ongoing saga

Internet discussions – does e-participation work

Really open government – Iceland should be in the news

Open government, really? – Beth Noveck in Canada

Customer Service Guidance – lots of it

Less e-paper – latest from Singapore

July 2011

Annual surveys – a ClickTools report

Same Old Mistakes – WEF report

Getting on – a report on older users

Social Impact Analysis – another academic school

Communications & Trust – lessons from the North West Frontier

Measure the Outcomes – PASC report

Enter the gamma –’s accessibility

Misplaced trust – a paper on the topic

Older & offline – the Fujitsu report

Web age – looking academically

PASC reporting – conclusions of the PASC

August 2011

Critically acclaimed – CBI report

Public value? – A paper from New York

Open, and better data – is open data all its made out to be?

Open data or what? – another critique

Government productivity – a study from the LSE

Complaints Management Best Practice – research from CDC

Model Network – the PSN?

Social Media Mining – how it can be wrong

How much more involvement? – A ResPublica report

September 2011

Green cloud – another view on cloud’s greenness

The list grows – list of companies with satisfaction measurement apps

It works both ways – bi-directional open data

Understanding social media – a blog post & a paper

Public Information Management – what is e-government?

Modern days – need modern ethics

Faceache – Do social media create revolutions?

About face – Analysing social media

Social media guidelines – plenty out there

October 2011

E-government study 1 – the first of a series of reviews

E-government study 2 – One from Wales

E-government study 3 – one from Germany

Open source cloud – is it or isn’t it?

Open and shut cloud – some differing opinions

Is government a platform – a Tim O’Reilly paper considered

Digital exclusion by default -a DWP research paper

Social Service – an LGiU paper

Cool crowdsourcing – innovation in the US

November 2011

California dreamed – egovernment below state level

Top ten priorities – Another from the US

E-rules – is e-rulemaking out of fashion?

Tell us how – the Cabinet Office crowdsources

Safegov – a new website about cloud

Data matching – addresses and names

Irish Times – more Irish lessons

Pan-European Egovernment – 6th Ministerial Conference

Neighbourhood Networks – a report on them in the UK

Goss Social Media Survey – what it says

December 2011

Government Web 2.0 in Canada – and elsewhere

Parlour Games – Mike Bracken speaks

Government Data Service Launch – Mike Bracken speaks again

E-directive – as opposed to an EU one

Democratic accountability – a paper on the topic

Directgov – the NAO report on the site

Evil crowdsourcing – the subliminal side

Six months on – NAO report on the UK Government IT Strategy

Broadband and the economy – A US report

January 2012

A Digital Agenda – the EU 6 month review

Austere academia – an LSE report

Keep taking the tablets – a usability report

Digital participation in Scotland – a report and its summary

Not rocket science – bad practice in BC

Keep it stupid, simple – Another PAC report

Participating in a democracy – a recent debate

Rescuing policy – Dan Lenihan’s book

Up down under – comparitive reviews

Ninging up York – a community consultation

February 2012

Open Data Manual – the manual and more

New Democracy – Greece, old & new

Evaluating Citizen Participation – a new IBM publication

Acronym Wars – fun in the EU

Unsubscribe – trying to dump spam

The ‘Green’ Emancipator – on video

Linked Open Data – some more sources

Open Sores – on Open Source

E-government tightrope – News from NZ

The Inbox – measuring email

Cloudy Days – who’s not playing?

CONsultation – Tell Us How & GeniUS

March 2012

Complexity – Government has too much

Open warfare – more opinion on open

Open by design – …and yet more

United we fall – the 2012 UN report

Data Dividend – the Demos report

Scotland the Brave – the McClelland Report

Good Practice? – A DWP report/website

Molten Cloud – A health warning

Yes, minister – the budget

Facing our Future – the New jersey view

April 2012

Accountancy Age – how it doesn’t add up

Open the data Maude – the revolution will not be about open

A cloudy outlook – why we need to plan

Top Management Team – new Socitm report

Clicktivism – does social media do it?

Comment on this post – who does what?

Channel choice – Canadian services

Civic engagement – Comparing two papers from the USA

Democratic Demands – more to social media

What is ‘open government’? Andrea di Maio and the OGP

Implementing transparency – open government and the NAO

May 2012

Irish ways – the latest Irish e-government strategy

A digital nation – Canadian report on web usage

Good progress – G-cloud is making

The design method – a good blog

The election result will not be Tweeted (in advance) – a review of the research

Social media and revolutions – a Libyan view

Inclusive online community engagement – a new US report

GovSM – a wiki on social media

Six stage digital engagement – the easy view

Digital urban spaces – an RSA view

IBM take on BYOD – will it be cheaper?

Lost in Poland – e-government there

The failure of IT reform – it takes more than technology

Hearing loop? – New NAO report

Digital entitlement – what is the digital divide?

Open record ethics – managing the cost

Gold plating – a report from Consumer Focus

Is transparent? – a second opinion

Can channel shift be forecast? – someone seems to think so…

July 2012

Five star rating – the new open data white paper

Social media mischief – messing in Mexico

Youth and social media – a new report from the US

What’s the big idea? – Policy Exchange on big data

Communicate – learning from Leahy

Counting the cost – Realities of channel shift

Storm cloud – weather resilience and the cloud

Social voting – via Facebook?

Streaming the meme – what next for socia media

Less skeptical on social media – a good guide

Voter ID – how to stop people voting

August 2012

Social media and customers – another view

Transparent e-gov – a UK PAC report

Opening the data – an open data critique

Daring to be truthful – a report on new media

Customer avoidance – HSBC setting an example

Performance standards – A paper by Colin Talbot

Social local – a study of loval government social media

Generation Y e-government – Australia looks to video

Open data is a means – Ovum report

Listen to customers not big data – just do it!

September 2012

Policing – systems thinking style

Hyperlocal encouragement – Six tips for hyperlocals and others

Local Government Data Service – Chatter on the Internet

Social Media Fantasy – A Finnish report

Central resource – Audit Scotland criticise

Open but closed – open government in the Emirates

Shared practice – shared services?

Universal Chaos – in the Houses of Parliament

Key areas of attention remain – in US .gov sites

Simple things? – maybe not so simple

October 2012

Digital by diktat – questioning digital by default

The vital need of criticism – constraining ideology

Ideas cannot digest reality – Seeing like a State

Lies, damned lies – a cheap alternative to open data

E-government disaster – emergency web site

Digital by diktat 2 – a pop at the private sector

How hard can it be? – nPower’s sluggish website

The g-cloud of unknowing – a paper being published

Pakistan – watch this space – social media in Pakistan

Irish eyes on the USA – looking at their e-government

Quoting the obvious – can Google teach us anything?

Big problem – technology is not the answer

November 2012

Ecosystem – misuse of the word

Social media in a disaster – some practical guidance

e-voting – the current debate

Anti-social media – a little infographic

My identity – the DWP and identity

Local government digital service – a riposte

December 2012

Like a Virgin – a moan!

Customer First!

July 29, 2008

The North East echoes my initial findings! A new report written by Aperia, who did the work with Chorley/NWEGG on citizen need, has been produced on behalf of the Customer First Network of the North East England local authority customer service managers under the auspices of the North East Improvement & Efficiency Programme. It examines NI14 and contact management, with some sound advice!

Amongst the quotations I savour are:

regarding NI14 – “our view is that this figure is, in fact, of little value (but the Minister wanted one!)” – page 10

Page 11 – “Additionally, there are indications that it is important for public sector contact centre staff to increase their ratio of time spent with the customer as a percentage of time worked. There is emerging thinking that demonstrates that private sector call centre staff spend something approaching 40% of their working time with the customer whereas public sector equivalents spend less than 20% of their time with the customer. To drive these improvements it will be critical for contact centres to be recording a recognised measure of productivity – and what is more a measure that will have to be accepted by employees as an indicator that they can directly affect.”

Page 11 – “Attempts to address uniformity of customer satisfaction indices have been tried and failed on many occasions.”

Page 12 – “Potential measures for quality include:-

Overall Satisfaction – percentage of surveyed customer respondents expressing overall satisfaction with the services received to determine the percentage of customers who are satisfied overall with services provided by the organisation

Engagement with the improvement process – percentage of customers (broken down by customer type) identifying ways to improve service delivery to determine the level of customer engagement with service improvement.”

Page 13 – “Corporate systems should be in place to help measure customer satisfaction – the key quality criteria for any customer focused organisation. These should be multi-channel and configured in accordance with the available common languages (controlled lists) that describe local government services.

Page 14 – “Measuring usage of public services across all primary channels for that service is critical.”

Page 15 – “There are no council’s (who responded) who have a fully holistic approach to managing access channels for local services. Customer Services as organisational units tend to be limited to telephone and face to face contact with little, if any, control over the web and white post channels or other lower volume channels. Corporate responsibility for face-to-face remains isolated to one-stop-shops, rather than more broadly applied to all face to face interaction.”

All-in all a useful document!

NI14 – the new moneypit for IT suppliers?

July 10, 2008

A very recent promotion by a local government supplier included the following statement:

“In line with the objectives detailed in the NI14 indicator councils will be expected to halve ‘avoidable contact’ with citizens by 2011 and simplify lengthy, complicated processes, whilst reducing costs. It has been identified that face to face interactions with customers cost £9 per enquiry, telephone interactions cost £5 and web interactions just 12p. An average Local Authority that has 180,000 face to face interactions in a year could make a saving of approximately £799,200 if, in line with the objectives set by NI14 this number was halved to 90,000 (based on real figures).”

The supplier concerned hadn’t read the IDeA guidance since it hadn’t been published by that stage and was relying, I presume, on the earlier Cabinet Office information. However my main contention would be that Varney was asking for a 50% reduction in ‘avoidable contact’ by 2011, not for it to more than disappear!Even the IDeA guidance states that the private sector has 40 to 60 % ‘avoidable contact’ currently and only a few pilot authorities have actually started measuring it and attempting to reduce it. According to NWEGG the channel costs are £7.81, £4.00 and 17p respectively, which are slightly cheaper than those quoted, although there are a range of values being currently quoted however other research indicates that these vary greatly by service and an average figure may be meaningless as well as probably varying greatly by authority!

Anyway, I am completely befuddled by the figures in the example! Are we to presume that all the services were face-to-face? Or can we move some to telephone, losing some ‘avoidable contact’ in the process, but since this was a web firm I presume they are all being dealt with by e-forms, saving even more money.

It is thinking (or lack of) like this that does a dis-service to public service and the service to the public…


June 5, 2008

Yesterday I was at an ESD-Toolkit TLC meeting (Electronic Service Delivery Toolkit Toolkit Learning Community) apart from the healthy debate over NI14 (thank you Bob and others), there was also some chance to discuss customer satisfaction and insight. Tony Hinkley dropped a name that I was unto unaware of – Robert Johnston of Warwick Business School – so I will now spend the next month reading his uncollected works – shed loads of stuff on satisfaction, complaints, service excellence etc, so I will try and summarise some on here – but there is a lot of it! Many thanks Tony (and Bob for writing it all).

The other big news this week was the launch by the World Wide Web Consortium (W3C) of the eGovernment Interest Group. There is also a forum there. Lots of potential to debate the Web 2.0 and the future!