Comments on: Self-service is easy http://publicstrategist.com/2010/02/self-service-is-easy/ Working to make government work better Mon, 09 Jan 2012 23:01:00 +0000 hourly 1 By: Paul Clarke http://publicstrategist.com/2010/02/self-service-is-easy/comment-page-1/#comment-1589 Paul Clarke Mon, 01 Feb 2010 13:06:28 +0000 http://publicstrategist.com/?p=1040#comment-1589 Love that - especially the "how to shop" picture. The Post Office experience reminds me of the last time I sat by the door of a govt office - DVLA. The exchanges between the greeter and the entrants were remarkably revealing, in terms of purpose of visit, redirection, reinterpretation and so on. My own sinking sense came from the thought that no matter how many times the greeter repeated certain patterns, it was unlikely to lead to any change. I put some thoughts down here based on the experience. http://paulclarke.com/honestlyreal/2009/09/driven-to-distraction/ Love that – especially the “how to shop” picture. The Post Office experience reminds me of the last time I sat by the door of a govt office – DVLA. The exchanges between the greeter and the entrants were remarkably revealing, in terms of purpose of visit, redirection, reinterpretation and so on.

My own sinking sense came from the thought that no matter how many times the greeter repeated certain patterns, it was unlikely to lead to any change. I put some thoughts down here based on the experience.

http://paulclarke.com/honestlyreal/2009/09/driven-to-distraction/

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