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Citizen Centric Service - United Kingdom
Articles and resources about citizen or customer centric service, and customer relationship management relating to online service delivery by government in the United Kingdom.
9
Site Articles
- Audit Commission, United Kingdom - Archive
- Archived articles and resources about audit commissions reviewing egovernement activities in the United Kingdom.
Added: 23 November 2005
Page views: 3,953
Rating: 0.0
Votes: 0
- Better Practice Guidance for Government Contact Centres, United Kingdom - Archive
- Articles and resources about best practice for government contact centres.
Added: 23 November 2005
Page views: 3,629
Rating: 0.0
Votes: 0
- Choice, Voice and Public Services, United Kingdom - Archive
- Archived articles and resources about the Public Administration Select Committee's (PASC) report on Choice, Voice and Public Services.
Added: 23 November 2005
Page views: 1,985
Rating: 0.0
Votes: 0
- Citizen centric service - United Kingdom - Archive
- Articles and resources about the provision of citizen centric service by government in the United Kingdom.
Added: 21 December 2005
Page views: 2,645
Rating: 0.0
Votes: 0
- Connecting the Countryside, United Kingdom - Archive
- Articles about a report published in 2002 which evaluates the success of Capital Modernisation Fund (CMF) funded UK online centres in rural areas.
Added: 23 November 2005
Page views: 958
Rating: 0.0
Votes: 0
- Customer and Citizen Focused Public Service Provision, United Kingdom - Archive
- Articles about a report published by a customer management Consultancy for the Scotland government.
Added: 23 November 2005
Page views: 1,999
Rating: 0.0
Votes: 0
- Demos, United Kingdom - Archive
- A 2004 Demos report says Government’s promise of personalised services will increase public expectations and create wave of demand-led reform in the United Kingdom.
Added: 23 November 2005
Page views: 1,858
Rating: 0.0
Votes: 0
- Department for Work and Pensions, United Kingdom - Archive
- In 2004, the United Kingdom Department for Work and Pensions published "Link-Age", a document outlining a strategy to develop networks of services for older people.
Added: 23 November 2005
Page views: 2,288
Rating: 0.0
Votes: 0
- e-Citizen National Project, United Kingdom - Archive
- This project presents works with local authorities to identify how to promote e-services to local citizens.
Added: 24 December 2005
Page views: 1,926
Rating: 0.0
Votes: 0
125
External Links
- Transformational Government
- Chief Information Officer Council, Cabinet Office. Information related to the UK government's Transformation strategy to make to make access to information and services easier for citizens and businesses.
Added: 20 April 2007;
Page views: 1,689
Rating: 0
Votes: 0
- Digital public services: putting the citizen in charge, not the state
- Cabinet Office, 25 April 2012. "On its front page on 24 April, the Guardian ran an article on government data sharing plans which misrepresented statements the Government has made concerning existing data sharing arrangements. Minister for the Cabinet Office Francis Maude today made a statement in response, pointing to the Government’s commitment to putting the citizen in charge, not the state... In June the Cabinet Office will publish, in a white paper, plans for improving data-linking across government. What will not be published in this white paper are any "fast-track" proposals that would require changes to the existing legislative landscape. Any such proposals will need careful consideration with the involvement of the public and interest groups with whom we will continue to engage..."
Added: 26 April 2012;
Page views: 286
Rating: 0
Votes: 0
- Open Public Services 2012 - in pdf format (1015kb)
- (This document requires the use of Adobe Acrobat Reader). UK Cabinet Office, 2012. "... To improve quality for all, and particularly for the most vulnerable, we are determined to open up the provision of the public services and target funding at the most disadvantaged. The open public services agenda can make a dramatic difference by treating citizens as grown-ups – by giving them greater choice and control; genuine information on outcomes; and a stronger role for their communities. Improvements will be driven by putting the needs of citizens before producer interest, by using data transparency to put real information in people’s hands, and by decentralising power to ensure that public service providers are accountable to the people that use them rather than to centralised bureaucracies. This means replacing top-down monopolies with open networks in which diverse and innovative providers compete to provide the best and most efficient services for the public. It means re-thinking the role of government – so that governments at all levels become increasingly funders, regulators and commissioners, whose task it is to secure quality and guarantee fair access for all, instead of attempting to run the public services from a desk in Whitehall, city hall or county hall..."
Added: 13 April 2012;
Page views: 324
Rating: 0
Votes: 0
- The right to choose the best public service at the heart of radical reform programme
- Cabinet Office, News Release, CAB 021-12, 29 March 2012. "Increasing parental choice in schools, extending personal budgets so people can choose how they spend money on services and increasing the transparency of public service performance and user satisfaction are all part of the next steps to improve public services by opening them up, as set out in an update paper from the Government today. The paper sets out the huge amount that has been achieved in the eight months since the publication of the Open Public Service (OPS) White Paper in summer 2011 – the creation of free schools and expansion of academies, and the radical reform of the welfare system and the introduction of the Payment by Results Work Programme – and more importantly focuses on the next stages, emphasising the importance of ensuring the quality of public services continues to improve whilst meeting the Government’s tough targets on financial spending..."
Added: 13 April 2012;
Page views: 124
Rating: 0
Votes: 0
- The benefits of Tell Us Once
- Programme manager Matt Briggs says the service to notify births and deaths has begun to show its value to the public, by Matt Briggs. Guardian Professional, Friday 16 December 2011. "Sometimes an initiative is launched that is so simple that one wonders why it hasn't always existed. Tell Us Once, a new birth and death notification service, is one of those initiatives. It is led by the Department for Work and Pensions and offered in partnership with central and local government. It enables those reporting a birth or a death to notify these organisations, along with the Driver and Vehicle Licensing Agency, Identity and Passport Service and HM Revenue and Customs in one go. The registrar asks the customer which authorities need to be contacted and then does this for them electronically. The customer can use the service in person or over the phone, and next year an online service will be launched..."
Added: 19 December 2011;
Page views: 238
Rating: 0
Votes: 0
- How the public sector can give more satisfaction
- Recent research shows many people are pleased with government delivery of services, but there is scope for improvement, says Craig Baker. Posted by Craig Baker. Guardian Professional, Monday 12 December 2011. ""Citizens, are you being served?" was the question the Boston Consulting Group asked in recent research into satisfaction levels with the delivery of public services around the world. "No" was the answer: Only one in three citizens is satisfied with government services according to our survey of 9,000 people in nine countries. And in all nine countries, the majority of people felt that the quality of private sector services is better than those from the public sector - but Britain fared better than the rest..."
Added: 13 December 2011;
Page views: 258
Rating: 0
Votes: 0
- Behavioural Insights Team Annual update 2010–11
- UK Cabinet Office Behavioural Insights Team, September 2011. "The Behavioural Insights Team (BIT) was established in July 2010. Its objective is to make a reality of the Coalition Government's intention to find 'intelligent ways to encourage, support and enable people to make better choices for themselves'..."
Added: 15 September 2011;
Page views: 326
Rating: 0
Votes: 0
- Behavioural insights could save millions of pounds
- Cabinet Office, 15 September 2011. "Using behavioural insights could save taxpayers hundreds of millions of pounds over the course of the Parliament and thousands of lives a year, according to an annual report published today. The Government's Behavioural Insights Team annual report outlines a series of new approaches it has tested over the past year to increase people's health, encourage them to make their houses more energy efficient or boost tax repayment rates..."
Added: 15 September 2011;
Page views: 379
Rating: 0
Votes: 0
- Debate the LGA's 'banned words' list
- Improvement and Development Agency. "For the last three years the Local Government Association (LGA) has published an annual list of words that it believes the public sector should not use in communications with the general public. The 2010 list is given in full below..."
Added: 15 June 2011;
Page views: 1,188
Rating: 0
Votes: 0
- Alpha.gov.uk - UK Government website prototype
- "Alpha.gov.uk is a prototype, built in response to some of the challenges laid down in Martha's [Martha Fox] report. It has two overarching objectives: To test, in public, a prototype of a new, single UK Government website; To design & build a UK Government website using open, agile, multi-disciplinary product development techniques and technologies, shaped by an obsession with meeting user needs. The prototype, or 'alpha', in geek-speak, is far from complete. Indeed, it isn’t necessarily accurate or up to date – it is not intended to be an instant replacement for existing gov.uk sites. Nor does it improve the quality of government’s online transactions – others are working hard to make these easier to use. What Alpha.gov.uk does do is trial a selection of new, simple, reusable tools aimed at meeting some of the most prevalent needs people have from government online. The aim is to gather feedback on these new approaches from real people early in the process of building a new single website for central government..."
Added: 12 May 2011;
Page views: 936
Rating: 0
Votes: 0
- Contact centre puts customers first - Winner: Birmingham City Council
- by Liza Ramrayka - guardian.co.uk. Seventh annual Guardian Public Services Awards 2010. "From early next year, Birmingham's one million residents will be able to call a single telephone number to pay their council tax, request housing repairs, report anti-social behaviour or access a whole host of other council services. It is the culmination of an ambitious customer service project begun by Birmingham city council in 2006 to "take the confusion out of local government" for its residents..."
Added: 26 November 2010;
Page views: 659
Rating: 0
Votes: 0
- ICT shortcomings 'undermining public sector service delivery shifts'
- Posted by Neil Davey. Public Technology, 22 September 2010. "...Vicky Sargent of SOCITM particularly critical of the public sector's use of the internet as a customer contact channel. In an address to the audience, Sargent demonstrated that web failures (i.e. a customer not being able to find what they want on the local authority website) remain very high, while the websites are often disconnected from other channels. The public sector should, she insisted, push for greater investment in the web, and drive greater integration with other customer channels in the future, as not only is the web the dominant channel now, but it is also the cheapest..."
Added: 23 September 2010;
Page views: 717
Rating: 0
Votes: 0
- Location Aware CRM and Cloud Computing: Considerations for Public Sector Organisations
- Pitney Bowes Software Inc. 2010. "... This white paper discusses the key issues for public sector organisations to consider as location aware CRM becomes a reality and the drive to cloud-based computing models gains momentum..." [Requires registration]
Added: 1 July 2010;
Page views: 345
Rating: 0
Votes: 0
- Public sector set to embrace location-aware CRM
- Public Technology, 28 June 2010. "Adoption of location-aware CRM in the UK will be driven by the uptake of cloud-based services by the public sector, according to a new report..."
Added: 1 July 2010;
Page views: 474
Rating: 0
Votes: 0
- Southwark improves Citizen Contact with Adobe
- Posted by Gary Flood. Public Technology, 25 June 2010. "The London Borough of Southwark says a unified online access system for citizens has brought together multiple systems into one much easier to use interface for its residents..."
Added: 28 June 2010;
Page views: 425
Rating: 0
Votes: 0
This category last updated: 26 April 2012
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