Design: user-oriented
WRITTEN ON Saturday, June 28th, 2008 BY William Heath AND STORED IN Design: Co-creation, Design: user-oriented, Transformational Government, What do we want?
This new paper Excellence and fairness makes quite a lot of sense. It picks up some of the more contempory service and technology themes we like at IdealGov, like user involvement, feedback mechanisms using the Internet, and problem-solving communities for professionals. That’s cool. Unless I’m missing something (and I haven’t printed it out and read […]
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WRITTEN ON Tuesday, May 27th, 2008 BY Richard S AND STORED IN Design: user-oriented, Save Time and Money, What do we want?
The HMRC’s online service for self-assessment Corporation Tax returns is little changed this year. It works reasonably well – if rather slowly today – but it still uses far too much “jargon” for a service which should be aimed at non-specialists who are filing the tax return for a small company. Also, the HMRC acknowledgement […]
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WRITTEN ON Saturday, May 17th, 2008 BY William Heath AND STORED IN Data nitwittery, Design: user-oriented, Foundation of Trust, Government Procurement, Save Time and Money, Transformational Government, What do we want?, Wibbipedia/MindtheGap
The UK’s expensive and dysfunctional clunking great fist of a centralised health records system is going to take four years longer than expected, says the NAO. According to Kable’s mothership The Guardian A £12.7bn upgrade of IT systems throughout the NHS in England will not be completed for at least another six years, four years […]
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WRITTEN ON Friday, May 16th, 2008 BY Ruth Kennedy AND STORED IN Design: user-oriented, Foundation of Trust, Identity, Power of Information, What do we want?
We can’t say who said it or where, but the other night we had a meaty dinner conversation (apologies to veggies). Customer Relationship Management (CRM) hasn’t fulfilled its promise, and new ways of doing things are emerging. To what extent may this hold important lessons for government and public services?
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WRITTEN ON Friday, May 16th, 2008 BY Ruth Kennedy AND STORED IN Design: user-oriented, What do we want?
We’re refreshing our examples of excellence in ThePublicOffice. What are your favourite examples of supremely customer-orientated services (from private, public or NGO worlds)? We’d like at least 2 new examples to illustrate each of the following: * How user-created feedback can improve services * How navigating services can be made more simple * How users […]
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WRITTEN ON Monday, April 28th, 2008 BY Lindsey AND STORED IN Design: user-oriented, What do we want?
My name is Lindsey I’m a 25 year old homeowner and I would like to pay my council tax. I would like to receive a bill (as much as anyone ever likes receiving a bill) telling me how much I owe and how to pay it. In the 9 months since I bought my house […]
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WRITTEN ON Wednesday, April 9th, 2008 BY Ruth Kennedy AND STORED IN Design: user-oriented, Foundation of Trust, What do we want?
DCSF recently published a summary of an evaluation of the Integrated Children’s System (ICS), which raises a number of significant issues for the continued and successful implementation of the scheme by local authorities. The research, carried out by York University and funded by the department draws attention to:
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WRITTEN ON Monday, 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 […]
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WRITTEN ON Wednesday, February 20th, 2008 BY William Heath AND STORED IN Design: user-oriented, What do we want?, Wibbipedia/MindtheGap
The central Whitehall switchboard 020 7217 3000 is way way better than it was, and works pretty well generally. But man when it goes wrong it looks bad from the customer end, and it’s a classic case of CRM-disempowered front line staff. I try to call my friend G, who seems to have moved jobs. […]
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WRITTEN ON Friday, February 1st, 2008 BY William Heath AND STORED IN Design: Co-creation, Design: user-oriented, Power of Information, What do we want?
So, it’s 31 Jan. In our heady customer-oriented 24/7 world how is the service of paying tax online treating customers? Not too well, suggests the author of last year’s Downing Street Power of Information review: Today is the 31st January 2008. That means all around the UK millions of people will be trying to pay […]
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