This is a great day for everybody who has been on tenterhooks for the last four years after watching the Helsinki Complaints Choir in action. I have just discovered that a dvd plus no fewer than three cds of complaints choirs from around the world is about to be released. For those too eager to wait or [...]
Somebody drove into my car last week while it was parked outside my house and carried on without stopping. Somebody else, driving just behind, took the trouble to take the registration number of the car and to leave a note on my windscreen. There is both good and evil in the world. That has been [...]
To the post office this morning. Twice: once to queue up to post some parcels and once to queue up somewhere else to collect one. At the post office, the woman in front of me wanted a form to convert her Portuguese driving licence into a British one. Easily done. And she wanted some advice: [...]
Even if people are technologically available, it doesn’t mean they are behaviorally available. Helge Tennø cited by Dan McQuillan
The actual success of Patient Opinion and the promising early signs shown by MyPolice prompt an obvious question for those of us involved with public services which are neither health nor police: can we have one too? In both those areas, it is pretty clear that focusing on the concept of a complaint being at [...]
Almost exactly two years ago, I wrote a post about the word we should use for the people who use government services. Its opening paragraph was: There used to be benefit claimants. There used to be passengers. There used to be taxpayers. Now there are customers (and patients, who seem, so far, to have survived [...]
If the people who read this blog are the sort of people I think read this blog, few will have paused over the title of this post. For better or worse, people who read this are people who are comfortable in an online world. They will shop online, bank online, talk to their friends online, [...]
My colleague Chris spotted a thread on a web forum about one of our services. The user was getting confused by a change in the presentation of the search function. Chris tracked down the people responsible for that bit of the user interface with a couple of detours to pillar and post along the way [...]
The Web is not free. It charges customers their time. Successful websites deliver the most value for the least time. Gerry McGovern
We need to recognise the need for clarity of service design, for clear leadership of service design and delivery as a function of government, making customer understanding a central part of the job for everybody who has anything to do with any of this – and for all of that to to be done with a sense of openness and a recognition of the value of co-creation. That’s a revolution of culture, leadership and innovation which wasn’t on the agenda ten years ago.