According to a report in UKAuthority dated 2 December 2011, Mike Bracken, the Head of the Government Digital Service in the UK (note – the website is on WordPress), speaking at the Socitm 2011 Conference in Birmingham, stated that e-government efforts in the past have been plagued by rivalry between local and central government. I would dispute that since it was primarily ruined by central government establishing unreachable targets at the outset and dabbling in local government business to the extent that the views of the citizen were largely ignored! The government also encouraged rivalry between councils by using targets and monitoring them annually and publicly.
I am pleased to report that, in contrast, he does announce the dawn of a new era of cooperation between local and central government, particularly to develop techniques for measuring the usability of online transactions. However, few years ago, as a part of my academic research I concluded that one of the best mechanisms for doing this was to collate user feedback across all channels to direct changes in the way services are presented. The Company table V9 of commercial applications that use something along these lines to help web managers, customer service managers and others to focus on the customer has been available since then.
I know a number of councils, including my own that use such applications to improve their service delivery, not just online but face-to-face and over the ‘phone. So we have the applications, now all we need is the political will to use what is already available, without turning to the usual big suppliers to central government to re-invent them and put the prices up!