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There are 12 posts — by 5 authors — in this topic.
Latest post made by Mick at Apr 21 18:20 UTC

From: Mick Date: Apr 20 10:14 UTC Short link

(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,

From: paul canning Date: Apr 20 11:45 UTC Short link

Mick

filling in the questionnaire now ... Will respond with more consideration on
your project later (and very interested in other responses on this meme) but
just wanted to say ..

Halle-b****y-lujah!

This is an area I've been banging on about / banging against for some time and
it is way past time that it was properly addressed across eGov. Metrics are
essential tools, as with any website ('channels' - who else uses 'channels'?
why do we keep reinventing terminology).

Your 'user satisfaction' initial focus immediately got my interest but for the
wrong reasons - has to be measured against something real and the usual surveys
aren't a very useful tool. Things like drop-outs from online processes are -
what Amazon measures.

I like your focus on practical help, especially for small councils, but be
prepared for a heck of a lot of blank faces.

We still do not have a single central resource for gov webbies like the
Australian state of Victoria has had for several years >
http://www.egov.vic.gov.au/

That alone would be an enormous help in educating people about metrics but we
don't have, and never have had, anything remotely like it.

Well done.

Paul Canning

From: Mick Date: Apr 20 12:10 UTC Short link

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

-----Original Message-----
From: paul canning [mailto:paul.canning@gmail.com]
Sent: 20 April 2008 12:48
To: <email obscured>
Subject: Re: [UKIE-EDem] Research into electronic government channel
measurement

Mick

filling in the questionnaire now ... Will respond with more
consideration on your project later (and very interested in other
responses on this meme) but just wanted to say ..

Halle-b****y-lujah!

This is an area I've been banging on about / banging against for some
time and it is way past time that it was properly addressed across eGov.
Metrics are essential tools, as with any website ('channels' - who else
uses 'channels'? why do we keep reinventing terminology).

Your 'user satisfaction' initial focus immediately got my interest but
for the wrong reasons - has to be measured against something real and
the usual surveys aren't a very useful tool. Things like drop-outs from
online processes are - what Amazon measures.

I like your focus on practical help, especially for small councils, but
be prepared for a heck of a lot of blank faces.

We still do not have a single central resource for gov webbies like the
Australian state of Victoria has had for several years >
http://www.egov.vic.gov.au/

That alone would be an enormous help in educating people about metrics
but we don't have, and never have had, anything remotely like it.

Well done.

Paul Canning

Member profile for paul canning:
http://groups.dowire.org/contacts/paulcanning

-----------------------------------------

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:
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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 -
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From: Jeremy Gould Date: Apr 20 12:10 UTC Short link

Agree with Paul - this is much needed. Not just in local gov, but also
central too.

On Sun, Apr 20, 2008 at 12:48 PM, paul canning <paul.canning@gmail.com>
wrote:

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.

From: Mick Date: Apr 20 13:18 UTC Short link

I agree with you in some sense about channels when the Internet one can
be multiplied - I always supported the use of web-supported
intermediaries rather than the government's beloved CRM systems...

Also take point about innovation but one of the reasons is that they
can't make up their minds so we get CRM, digiTV, web(s) etc - there's
also an issue of trust, which isn't surprising! I agree about a central
resource - that was my comment about 157 & PSO's they got everybody
doing their own things and competing.

There's been little communication between academics & civil servants &
wider world, I agree - I wanted to do this after my research in 2000 but
e-government at a local level strained me enough as it was. I approached
one university but they weren't dynamic enough, then I found somone who
was and suffered heart failure in between...

I too have been hammering away at a regional level but as the saying
goes 'he who pays the piper calls the tune' and we've have to put up
with being bullied by certain people at the DCLG, Cabinet Office and
elsewhere, but this is an attempt to express all I learned in the last
eight years and bite back.

Mick - http://greatemancipator.wordpress.com

-----Original Message-----
From: paul canning [mailto:paul.canning@gmail.com]
Sent: 20 April 2008 14:00
To: <email obscured>
Subject: Re: [UKIE-EDem] Research into electronic government channel
measurement

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.

Member profile for paul canning:
http://groups.dowire.org/contacts/paulcanning

-----------------------------------------

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:
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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.

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From: paul canning Date: Apr 21 07:27 UTC Short link

I hope the heart attack was apocryphal, but I can relate :}

The reason I think the external engagement would be so useful is because they
bring a level of 'expertise' which goes straight to the centre of the bodies
you cite as bullies. Especially if it came from parties or organizations,
rather than just 'suppliers'. People it's hard to argue with in other words.

The story I tell in my response to Tom Watson is:

In Australia, very early on, they brought the guru of usability, Jacob Nielsen,
in to give a speech at the big annual shindig. That one speech reached the key
people (Al Gore's strategy on climate change) and set the trend and embedded
usability thinking in Aussie egov people. Outside engagement just isn't
happening and it should. It's vital.

Response is here btw:
http://paulcanning.blogspot.com/2008/04/one-year-on-ten-answers-for-minister.html

From: Tim Anderson Date: Apr 21 09:57 UTC Short link

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
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only. If you receive this in error, please contact the sender and delete
the material from your computer

No virus found in this outgoing message.
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From: alex stobart Date: Apr 21 10:39 UTC Short link

Mick and others,

I have completed the survey and do hope you get a decent sample size.

There are moves within central government to create a community of practice
using the I&DeA platform

http://www.communities.idea.gov.uk/welcome.do

I think watch the space as others are talking to set up group (s) along the
lines that Paul points to down under in Australia. It is partly a case of
finding the right sponsors at the Central Office for Information and Cabinet
Office.

For measuring purposes, are the avoidable contact indicators something that
HM Treasury is driving for cost reduction, or do we think they have anything
to do with service quality ?

Does anyone think that Amazon or Google would share their satisfaction
metric templates ?

Jeremy - from memory ( as I sadly could not be there ) barcamp was at Google
offices. Would they help ?

Alex


----- Original Message -----
From: "Jeremy Gould" <jeremygould@gmail.com>
To: <ukie@groups.dowire.org>
Sent: Sunday, April 20, 2008 1:10 PM
Subject: Re: [UKIE-EDem] Research into electronic government channel
measurement


> Agree with Paul - this is much needed. Not just in local gov, but also
> central too.
>
> On Sun, Apr 20, 2008 at 12:48 PM, paul canning <paul.canning@gmail.com>
> wrote:
>
>> Mick
>>
>> filling in the questionnaire now ... Will respond with more consideration
>> on your project later (and very interested in other responses on this
>> meme)
>> but just wanted to say ..
>>
>> Halle-b****y-lujah!
>>
>> This is an area I've been banging on about / banging against for some
>> time
>> and it is way past time that it was properly addressed across eGov.
>> Metrics
>> are essential tools, as with any website ('channels' - who else uses
>> 'channels'? why do we keep reinventing terminology).
>>
>> Your 'user satisfaction' initial focus immediately got my interest but
>> for
>> the wrong reasons - has to be measured against something real and the
>> usual
>> surveys aren't a very useful tool. Things like drop-outs from online
>> processes are - what Amazon measures.
>>
>> I like your focus on practical help, especially for small councils, but
>> be
>> prepared for a heck of a lot of blank faces.
>>
>> We still do not have a single central resource for gov webbies like the
>> Australian state of Victoria has had for several years >
>> http://www.egov.vic.gov.au/
>>
>> That alone would be an enormous help in educating people about metrics
>> but
>> we don't have, and never have had, anything remotely like it.
>>
>> Well done.
>>
>> Paul Canning
>>
>>
>> Member profile for paul canning:
>> http://groups.dowire.org/contacts/paulcanning
>>
>>
>> -----------------------------------------
>>
>> 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/7kA6CYeOBXxihf30ED6l0x
>>
>> 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.
>>
>
> Member profile for Jeremy Gould:
> http://groups.dowire.org/contacts/jeremygould
>
>
> -----------------------------------------
>
> 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/cXJMLI9Imf6LHoITpdOL0
>
> 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.
>

From: Mick Date: Apr 21 18:09 UTC Short link

It wasn't apochryphal but heart failure after getting tear gassed
celebrating the anniversary of the Hungarian uprising in Budapest -
how's that for a lesson in democratic history...

I'm already booked for a paper at Ethicomp 2008 and the work should
produce a number of papers apart from (hopfully) the final 40K words. I
wanted to write something about it and thought a dissertation would give
it a level of credibility that might otherwise be lacking.

I quite agree and had read the Tom Watson piece.

Mick

-----Original Message-----
From: paul canning [mailto:paul.canning@gmail.com]
Sent: 21 April 2008 08:30
To: <email obscured>
Subject: Re: [UKIE-EDem] Research into electronic government channel
measurement

I hope the heart attack was apocryphal, but I can relate :}

The reason I think the external engagement would be so useful is because
they bring a level of 'expertise' which goes straight to the centre of
the bodies you cite as bullies. Especially if it came from parties or
organizations, rather than just 'suppliers'. People it's hard to argue
with in other words.

The story I tell in my response to Tom Watson is:

In Australia, very early on, they brought the guru of usability, Jacob
Nielsen, in to give a speech at the big annual shindig. That one speech
reached the key people (Al Gore's strategy on climate change) and set
the trend and embedded usability thinking in Aussie egov people. Outside
engagement just isn't happening and it should. It's vital.

Response is here btw:
http://paulcanning.blogspot.com/2008/04/one-year-on-ten-answers-for-mini
ster.html

Member profile for paul canning:
http://groups.dowire.org/contacts/paulcanning

-----------------------------------------

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/5QL4vBOt5qRqOqIeAlm2uE

For digest version or to leave UK and Ireland E-Democracy Exchange,
email <email obscured>
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UK and Ireland E-Democracy Exchange is hosted by Democracies Online -
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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. If you receive this in error, please contact the sender and delete
the material from your computer

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From: Mick Date: Apr 21 18:20 UTC Short link

Alex

As a member of the recently formed LG CIO Council, this focusing of good
practice was one of my aims. Too much of the last 10 years has been
isolated pockets. It needs a rational lead from the centre.

As to avoidable contact - I think it came from a horse-racing fan
(that's where the normal use of the term comes from! Having spent 12
months examining the literature in the widest possible way, there's
nothing in use anywhere like that in business, apart from the dropped
call's...

Mick

-----Original Message-----
From: Alex Stobart [mailto:alex.stobart@btinternet.com]
Sent: 21 April 2008 11:39
To: <email obscured>
Subject: Re: [UKIE-EDem] Research into electronic government channel
measurement


Mick and others,

I have completed the survey and do hope you get a decent sample size.

There are moves within central government to create a community of
practice
using the I&DeA platform

http://www.communities.idea.gov.uk/welcome.do

I think watch the space as others are talking to set up group (s) along
the
lines that Paul points to down under in Australia. It is partly a case
of
finding the right sponsors at the Central Office for Information and
Cabinet
Office.

For measuring purposes, are the avoidable contact indicators something
that
HM Treasury is driving for cost reduction, or do we think they have
anything
to do with service quality ?

Does anyone think that Amazon or Google would share their satisfaction
metric templates ?

Jeremy - from memory ( as I sadly could not be there ) barcamp was at
Google
offices. Would they help ?

Alex


----- Original Message -----
From: "Jeremy Gould" <jeremygould@gmail.com>
To: <ukie@groups.dowire.org>
Sent: Sunday, April 20, 2008 1:10 PM
Subject: Re: [UKIE-EDem] Research into electronic government channel
measurement


> Agree with Paul - this is much needed. Not just in local gov, but also

> central too.
>
> On Sun, Apr 20, 2008 at 12:48 PM, paul canning
> <paul.canning@gmail.com>
> wrote:
>
>> Mick
>>
>> filling in the questionnaire now ... Will respond with more
>> consideration on your project later (and very interested in other
>> responses on this
>> meme)
>> but just wanted to say ..
>>
>> Halle-b****y-lujah!
>>
>> This is an area I've been banging on about / banging against for some
>> time
>> and it is way past time that it was properly addressed across eGov.
>> Metrics
>> are essential tools, as with any website ('channels' - who else uses
>> 'channels'? why do we keep reinventing terminology).
>>
>> Your 'user satisfaction' initial focus immediately got my interest
>> but
>> for
>> the wrong reasons - has to be measured against something real and the

>> usual
>> surveys aren't a very useful tool. Things like drop-outs from online
>> processes are - what Amazon measures.
>>
>> I like your focus on practical help, especially for small councils,
>> but
>> be
>> prepared for a heck of a lot of blank faces.
>>
>> We still do not have a single central resource for gov webbies like
>> the Australian state of Victoria has had for several years >
>> http://www.egov.vic.gov.au/
>>
>> That alone would be an enormous help in educating people about
>> metrics
>> but
>> we don't have, and never have had, anything remotely like it.
>>
>> Well done.
>>
>> Paul Canning
>>
>>
>> Member profile for paul canning:
>> http://groups.dowire.org/contacts/paulcanning
>>
>>
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>
> Member profile for Jeremy Gould:
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>
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