web24gov

This is a great interview with Matt Locke. Key points for me are:

• You need to get your services where people are (and they are all over the place these days)
• Delivery in partnership with others

I came across an excellent couple of slides today charting the emotional levels of service users as they accessed Tameside’s Free School Meal Service the old way and the new way. Click on the thumbnails above to see them fill-size.

The case study highlighted the way that appropriate use of ICT could greatly improve customer satisfaction and radically reduce costs.