Research into electronic government channel measurement
From:
paul canning
Date:
Apr 20 12:57 UTC
Short link
The problem I have with 'channels' is it's blunt usage. 'Web' is usually seen
as just one whereas actually it's multiple 'channels' - this is more about
reinventing the wheel rather than adopting industry norms bugging me than
anything else.
'I'm keen to see channel migration being done for the 'right' reasons'
The problem I always have with this is that government loves to be seen to be
'innovating' - hence the relentless PR - but it's actually way behind. I would
be concerned about the digital divide and people like my mum being forced
online but there's a large, internalised reluctance to face reality. Strategy
is extremely patchy rather than holistic, hence your project only happening
now. This means less people using our online channels than should be despite
the now mass, majority use of the web for a whole mass of services. The
dissatisfaction in that sense almost doesn't need measuring - it's obvious.
What's needed is tools and information for practitioners to improve processes,
and they need to be virtually copied from others who successfully run online
processes. They don't need to be replicated as if we're special in that regard:
we're not.
'Government has created (and funded) a divergent service delivery culture by
IEG's and PSO's and now wants to change it all.'
One of the reasons for this which I included in my blog post responding to Tom
Watson is 'who makes up eGov?' Dialogue just between academics and civil
servants will always result in a rather cozy worldview. There just isn't any
dialogue happening with the wider web. Jeremy, myself and others working inside
the machine are trying to do this but we are pushing against the grain.