Post in Research into electronic government channel measurement

Apr 20 12:10 UTC

Thanks Paul

A few points - 'channels' are well covered in the academic literature
outside government but not particularly in the UK - I've seen some
interesting ones about banks in Eurpope, and they aren't always that
different.

I settled on satisfaction since in a very complex manner its used
worldwide across all the channels, but I'm keen to see channel migration
being done for the 'right' reasons i.e. online is easier and quicker
than 'phone or face-to-face but it'll only work if the processes are
simple, i.e. tell us why you won't use a particular route and we'll
improve it!

I agree with the webbie central - I've been battling away on that for
years - one aspect of my thesis is that government has created (and
funded) a divergent service delivery culture by IEG's and PSO's and now
wants to change it all.

Any comments appreciated!

Cheers

Mick

http://greatemancipator.wordpress.com