17 Mar 2008

You Can Get It If You Really 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?!

Posted by Ruth Kennedy on 17/03/08 at 10:45am
Categories · "What do we want?" · Design: user-oriented
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Ideal Government

Let's say what we want from e-enabled government. Let's observe government first-hand. Let's say "Wouldn't It Be Better If" (WIBBI). Become an ethnographer of bureaucracy today! It beats getting frustrated with public services.

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