WRITTEN ON March 17th, 2008 BY Ruth Kennedy AND STORED IN Design: user-oriented, What do we want?

I heard last week of the local authority contact centre which is putting a new spin on what it means to offer customers personalised services responding to citizens’ needs. Yes, all local authorities share the new Service Transformation Agreement target to reduce avoidable contact. But when local residents ring to ask what films the Odeon Cinema across the road from the call centre is showing, call-handlers are absolutely delighted to look out the window and provide an information service which swiftly delivers 100% customer satisfaction.

Hey, this “let’s be responsive to citizens’ needs” thing needs unpacking a bit, doesn’t it?!