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Research into electronic government channel measurement From: Mick Date: Apr 21 18:13 UTC Short link
Tim
Personally I have been a supporter of the ESD-Toolkit since version one
and am currently involved in the Key Information SIG. However, as Paul
warned there are a lot of blank faces out there...
As web managers and other get replaced by people from the private sector
they are less willing to see the benefit of the toolkit. This also
applies to performance managers.
Hence my search for something straightforward to use to manage ALL the
channels equilateraly. I'm still part of Toolkit and a supporter but the
general support appears to be dwindling and we need something they will
take up and use, preferably not as a target!
As far as I can see many still don't undrstand the concept of a hub,
local information system etc., which means more blank faces but its real
people we need to get the support of, that's why BVPI3 satisfaction
levels are dwindling.
Rgrds, Mick -----Original Message----- From: Anderson, Tim [mailto:tim.anderson@norfolk.gov.uk] Sent: 21 April 2008 10:56 To: <email obscured> Subject: Re: [UKIE-EDem] Research into electronic government channel measurement As the person who was chairing esd toolkit at the time I remember with mixed feelings the earlier waves of measuring service delivery around e-channels. In both BVPI 157 and the Priority Outcomes we had government targets which we then had to work as a local government community to make sense of and develop a way of measuring and reporting., We had an interesting balancing act between making these workable and as painless as possible for local government and not being seen to be doing government's job for it. The active use of 15000 local government officers debating this in our forums and the participation of central government in those forums in debate rather than directive helped us do this (we think) effectively. We have been working since to try and get sensible and useful metrics and measurement tools in place around channel shift and unit costing and have tools that will do this based on the work councils have already invested in toolkit. As always this is side by side with a series of other information and tools to help deliver the change we all want to achieve including the MOSAIC profiling of who potentially uses services and where they live, plus marketing tools from national work. We are now working on how this investment can also be used to measure NI14 and how we can build links to the Data Hub and Local Information Systems but the double bind is still in place about needing to support local government organise itself to meet central government's challenges but not simply doing what they tell us. -----Original Message----- From: Mick Phythian [mailto:mick@phythian.org.uk] Sent: 20 April 2008 11:15 To: <email obscured> Subject: [UKIE-EDem] Research into electronic government channel measurement (Apologies for any cross-posting - but it is relevant to all service delivery channels including electronic) Do you have fond memories of the e-government targets and Best Value Performance Indicator 157 (100% services by 2005!)? Do you recall the Priority Service Outcomes with joy? My name is Mick Phythian, I’m a local government IT manager and part-time researcher at the Centre for Computing and Social Responsibility at De Montfort University and I’m looking for your opinions! The research, a combination of ongoing weblog, short surveys and interviews seeks a utilitarian model of measuring service delivery and channel migration. Utilitarian is used to mean that it will be of practical use, particularly to small councils and will demonstrate some benefits to the public! I'm initially looking at user satisfaction as the metric... The general weblog is at: http://greatemancipator.wordpress.com/ The initial brief (13 questions) survey for local government staff is at: http://spreadsheets.google.com/viewform?key=pgYUHaw7DX1KIEAxnZRDZQg but can be linked to from the blog. The researcher at: <email obscured> The intention, as well as academic, is to feedback to the sector and its suppliers within reasonable timescales, since I’m also active in Socitm, the ESD-Toolkit community and other organisations. Kind regards, Mick ----------------------------------------------------------------------- ICT Manager Ryedale District Council Ryedale House MALTON N.Yorks YO17 7HH T: (01653) 600666 x 348 F: (01653) 696801 E: <email obscured> http://www.ryedale.gov.uk http://www.imagine-ryedale.org.uk ---------------------------------------------------------------------- Research Student Centre for Computing and Social Responsibility School of Computing, De Montfort University The Gateway, LEICESTER, LE1 9BH e: <email obscured> This e-mail may contain information which is confidential, legally privileged and/or copyright. This e-mail is intended for the addressee only. 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Member profile for Tim Anderson: http://groups.dowire.org/contacts/timanderson ----------------------------------------- Group home for UK and Ireland E-Democracy Exchange: http://groups.dowire.org/groups/ukie Replies go to members of UK and Ireland E-Democracy Exchange with all posts on this topic here: http://groups.dowire.org/r/topic/1BWFnANyKXegcTRvOS237J For digest version or to leave UK and Ireland E-Democracy Exchange, email <email obscured> with "digest on" or "unsubscribe" in the *subject*. UK and Ireland E-Democracy Exchange is hosted by Democracies Online - http://dowire.org. No virus found in this incoming message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.2/1388 - Release Date: 20/04/2008 15:01 No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.2/1388 - Release Date: 20/04/2008 15:01
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