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+++E-GOVERNMENT BULLETIN
- ISSUE 156, 05 MARCH 2004.
http://www.headstar.com/egb .
Please forward this free service to colleagues
so they can subscribe - full details at the end.
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++ISSUE 156 CONTENTS.
01: 'Directgov' to become main UK service portal
- cross-government 'franchises' to replace UKOnline.
02: Dutch create software to analyse new laws
- artificial intelligence helps cut out legislative inconsistencies.
03: Birmingham targets total transformation
- 500 million pound contract to revamp all council processes.
04: Safe chat rooms to boost youth literacy
- Dumfries and Galloway library project up for award.
News in Brief: 05: Eco-friendly - environmental pledges online; 06:
Procurement excellence - example councils selected; 07: Inclusion
survey - e-champions questionnaire; 08: Finland forum - correction.
Section two: Analysis - local government on the web.
09: Barriers to access: This year's 'Better connected' snapshot survey
of all council web sites shows online services are generally improving
but falling down in the vital area of accessibility. Dan Jellinek reports.
Section three: Seminar report - customer relationship management.
10: Total recall: Good customer relations are all about ensuring your
organisation has a record of every significant contact with every
individual. Derek Parkinson hears from the experts.
[Contents ends].
++SPONSORED NOTICE: BROADBAND HORIZONS:
Releasing the Public Service Potential
- An online debate hosted by Public Policy Forum
- 29 March to 2 April
The Public Policy Forum, a BT-sponsored think-tank, is hosting an
online debate beginning 29 March on the role of broadband networks
in improving public services and boosting UK local economies. The
discussion will cover how small businesses are using broadband; the
new system of 'aggregation' of public bodies to buy network capacity;
and the next generation of public services.
For joining instructions for this free event, see:
http://www.publicpolicyforum.org.uk .
To help get the discussion started, leading broadband experts are
featuring in a special internet TV programme ahead of the online
debate. Also featuring case studies, this will be webcast from 17 March
by GBTV at:
http://www.egovtv.tv .
[Sponsored notice ends].
++SECTION ONE: NEWS.
+01: 'DIRECTGOV' TO BECOME MAIN UK SERVICE PORTAL.
The UK government this week unveiled the first incarnation of what is
intended to become its main conduit for all public services online,
'Directgov' (http://ukonline.direct.gov.uk).
Currently housed within the government's existing 'UKOnline'
information portal (http://www.ukonline.gov.uk), the service aims to
pull in content from across the public sector, becoming a destination
site for most visitors rather than a mere gateway to the web sites of
other bodies. "Where UKOnline is like a travel agent, Directgov can be
thought of as the destination too, the resort," said e-Envoy Andrew
Pinder, for whom the launch is likely to be his last major initiative
before leaving office in May. It was "a world first among government
web sites," he said.
The content for Directgov will be shaped around the needs of different
types of user - initially parents, people with disabilities and motorists -
rather than around the former 'life episodes' (or, as they are now
called, 'key events in your life') used by UKOnline such as 'looking
for a job' or 'having a baby'.
The idea is that government departments will work together on a
'franchise' model to provide content for the site's themes. Already the
Department for Education and Skills, the NHS and the Department of
Work and Pensions have collaborated on the content relating to
parenting, for example.
Work is set to begin shortly on the local government franchise,
coordinated by the Office of the Deputy Prime Minister, Pinder said. A
lack of local services has been a major failure of the UKOnline portal,
according to Kate Mountain, chief executive of the Society of IT
Management (http://www.socitm.gov.uk). "You just can't get local
content at all, even something as simple as entering a postcode for
links to local services," she told E-Government Bulletin.
According to Pinder, the drive to create a new site was triggered by
flagging public interest in UKOnline. "The problem was low take-up
of life episode services. They attracted a lot of attention early on, but
then it tailed off," he said. According to Pinder, although Directgov is
an annex of UKOnline at present, the two will eventually switch
places. The Directgov project began life as the 'Online government
store' (see E-Government Bulletin, issue 146, 03 October 2003),
before being rebranded late last year.
+02: DUTCH CREATE SOFTWARE TO ANALYSE NEW LAWS.
A multi-million euro Dutch project to develop artificial intelligence
software to analyse the wording of new legislation for internal
conflicts, coherence and consistency with existing laws could soon be
expanded to help lawmakers across Europe and in the European
Commission.
The commission is set to decide next week whether to allocate further
funding to the E-POWER project (http://www.lri.jur.uva.nl/~epower),
run by a consortium that includes the Dutch government, the
University of Amsterdam and private sector partners.
By automating and speeding up the process of checking draft laws for
consistency with a wider body of law, such as a national constitution or
EU legislation, E-POWER is designed to take some of the time and
effort out of pre-legislative scrutiny. This is achieved by analysing raw
text and building a logical model of the draft that can be handled easily
by a computer. The E-POWER software compares this with models of
existing law and highlights possible conflicts between the two.
The project, which has been running for almost five years, has
developed Meta Lex, an XML-based standard for legal texts
(http://www.metalex.nl/pages/welcome.html), software for analysing
and modelling draft laws, and products for the Dutch Tax and Customs
Administration (DTCA - http://www.belastingdienst.nl) that enable
citizens and financial services companies to examine new laws opening
the Netherlands pensions market to foreign companies.
"More funds from the Commission under the sixth framework [a new
round of research funding] would enable us to develop methodologies
and tools further, and to broaden the number of clients," said project
leader Professor Tom van Engers. "We're already in discussions with
ministries about implementing E-POWER in Belgium, Italy and
Germany." According to van Engers, E-POWER is also being
considered by the Netherlands council of state, an independent
statutory body that audits government proposals for new laws.
So far, the project has cost around 8.5 million euros, split between the
Dutch government, the private sector, and a European Commission
grant under the previous 'fifth framework' research programme.
+03: BIRMINGHAM TARGETS TOTAL TRANSFORMATION.
Birmingham City Council (http://www.birmingham.gov.uk) is
embarking on the largest local authority 'business transformation'
programme seen to date in the UK. Last week, the council issued a
tender notice seeking a strategic partner to help it transform all its
internal business processes; boost the efficiency of all its dealings with
the public; and examine how the council can work best with external
partners, in a 15-year deal worth some 500 million pounds.
The winning contractor will take over a number of existing IT
outsourcing arrangements, including a server support deal with ITNet,
a desktop contract with SCC and a contact centre deal with Vertex.
"We are asking suppliers to help the council review the way it does
business, transform our processes and improve the efficiency of service
delivery to the public," said Glyn Evans, head of IT at Birmingham.
"Obviously technology expertise is important, because technology is so
fundamental to the way we do business, but it is the process
transformation which is the core of this contract."
Customer focus is the key to the project, Evans said. "When you are
dealing with a multi-disciplinary organisation, such as a local
authority, it is often the case that individual services are very focused
on their customers, but don't take a wider perspective about how those
customers are dealt with by other parts of the organisation. One of the
objectives of the programme will be to bridge those gaps and
encourage a more joined-up approach to dealing with the public."
The partnership, which the council expects to sign in summer 2005,
will be introduced incrementally on a risk and reward basis, with new
projects within the programme only being offered to the successful
contractor once performance targets have been achieved on existing
projects.
Evans said staffing options will form an important part of the
negotiations. "At this stage, I don't anticipate a mass transfer of staff to
the successful supplier - not least because we need internal resources
to support business transformation," he said. Birmingham is also open
about how aspects of the transformation programme will be managed.
They may be kept in-house, as part of a partnership or fully
outsourced.
+04: SAFE CHAT ROOMS TO BOOST YOUTH LITERACY.
A Dumfries and Galloway library service web site that uses a safe
chat-room format to encourage creative writing skills among young
people is one of three projects short-listed for a national award for
innovation by libraries.
The Change Lives Award, co-hosted by the Chartered Institute of
Library and Information Professionals (CILIP - http://www.cilip.org),
recognises work that boosts social inclusion and life-long learning. The
Dumfries and Galloway 'Get a Life' project is an online narrative in
which young people can create their own characters and make up their
own stories.
"We wanted to attract more 10 to 14 year olds into our libraries and so
ran focus groups to find out what would attract them," says Janice
Goldie, cultural services manager at Dumfries and Galloway Libraries
(http://www.dumgal.gov.uk/services/depts/comres/library). "They said
they wanted to combine using computers with traditional reading and
writing skills."
They decided to combine young people's desire for computer-based
literacy tools with their love of online chat rooms, and worked with the
local arts association to develop a project. Get a Life uses a chat-room
format, but is a closed network only available in local libraries. Some
97 per cent of the children who took part in the project said their
understanding of the internet and chat rooms had improved. The
libraries are also running a campaign called "Be Websmart", which
promotes safe and responsible use of the internet among young people.
The other short-listed projects are a web site and CD-Rom created by
East Renfrewshire Libraries to record local people's testimonies and
stories of the Holocaust
(http://www.eastrenfrewshire.gov.uk/holocaust), and a mobile library
for travellers from Essex County Council. The winner will be
announced at the Library + information Show in London on 21 April
(http://www.lishow.co.uk).
NEWS IN BRIEF:
+05: ECO-FRIENDLY: A feature allowing people to make pledges to
help protect the environment has gone live on the Environment
Agency's web site. Users can tick boxes agreeing to 'replace one light
bulb for an energy-saving version' and 'switch off my television rather
than leave it on stand-by,' among others. The move comes as part of
the run-up to this year's World Environment Day in June:
http://www.environment-agency.gov.uk/wed/campaign .
+06: PROCUREMENT EXCELLENCE: Nine councils have been
announced as 'centres of excellence' to drive local government
procurement and promote best practice for councils as part of the
national procurement strategy for local government. Part of their remit
will be to help rationalise and share back office support systems
including IT systems. The centres are: the Association of London
Government on behalf of the London Boroughs; Dorset; Gateshead;
Kent; Leeds; Norfolk; Nottinghamshire; Tameside and Worcestershire:
http://fastlink.headstar.com/proc3 .
+07: INCLUSION SURVEY: A survey of council e-champions on
local e-government programmes in their areas which aims to combat
social exclusion is being carried out by DeMontfort University on
behalf of the Office of the Deputy Prime Minister. The aim is to
uncover and analyse examples of best practice in the field. Responses
must be submitted by 19 March at:
http://www.iecrc.org/exclusion/survey .
+08: FINLAND FORUM - CORRECTION.
Marko Latvanen, editor of Otakantaafi, a citizen's forum run by the
government of Finland, has written to correct a misunderstanding in
our conference report from Brussels (see 'e-democracy in Europe',
issue 155, 20 February 2004). The "language war" to which he referred
was a heated debate on his site between Swedish and Finnish speakers
over his country's new Language Act, which many feel is biased
towards Swedish. The language controversy did not refer to
Otakantaafi itself, which has always been bilingual. Our apologies to
Marko:
http://www.otakantaa.fi .
[Section one ends]
++SPECIAL NOTICE: EGB MARCH SEMINAR
- E-government for All: Planning for Accessibility.
- 30 March, Globe Theatre, London.
On 30 March, E-Government Bulletin presents a one-day seminar on
strategies for ensuring e-services are accessible to all regardless of
ability. Government guidance for public sector web sites is clear that
accessibility needs to be radically improved, and the passing of the
Disability Discrimination Act means this is now a legal as well as a
moral imperative for all e-service channels.
'E-government for all: planning for accessibility' takes place at
Shakespeare's Globe Theatre, central London. Speakers include Helen
Petrie, Professor of Human Computer Interaction Design at City
University; Guido Gybels, Head of Technology, Royal National
Institute for Deaf People; and Kevin Carey, vice chairman of the
RNIB.
Places cost 295 pounds plus VAT for public sector and 395 for private
sector delegates. Additional delegates booking at the same time receive
a 100 pound discount. For more information and to register see:
http://www.electronic-government.com/access.htm .
[Special notice ends].
++SPONSORED NOTICE: SOLACE EVENT: WEBCASTING
- Creating an Environment for e-Participation
Thursday 18 March, IOD Birmingham, 9:30am - 1pm.
Members of the Society of Local Authority Chief Executives
(SOLACE) who are currently webcasting, will be providing valuable
feedback to Senior Public Sector Officers on their use of this
technology, including:-
- why the decision to implement webcasting was taken
- where webcasting fits within their communication and e-participation
strategies
- what the anticipated benefits were, and what the actual
benefits/limitations have been
- how they are planning to use webcasting in the future.
To view the full agenda and book your free place please complete and
return the following form:
http://www.ukcouncil.net/downloads/solace_webcast_2004.pdf
or contact Heidi Liechti on tel. 0870 907 0025 or email:
[log in to unmask] .
[Sponsored notice ends].
SECTION TWO: ANALYSIS
- LOCAL GOVERNMENT ON THE WEB.
+09: BARRIERS TO ACCESS
by Dan Jellinek.
This year's 'Better Connected 2004' snapshot survey of the state of
development of every council web site from the society of IT
management (Socitm - http://www.socitm.gov.uk) - published this
week - is the sixth in an annual series.
To take the first one down from the shelf now is to see how far
councils have come on the web.
In 1999, 25 per cent of councils had no web site at all, and in the four-
tier system of categorisation of sites, the majority (62 per cent) were in
the lowest category - 'promotional', characterised by a small amount of
simple information; and no councils at all made the highest grade -
'transactional', characterised by innovation and online transactions
throughout.
This year, of the 467 councils in England, Scotland, Wales and
Northern Ireland, all now have web sites; the great majority (83 per
cent) have risen above the first 'promotional' tier to the second and
third levels of development, known as 'content' and 'content plus'; and
some five per cent - 23 councils in all - have attained the holy grail of
a 'transactional' or 'T' site, up from 10 last year.
The 23 councils with T sites are: Barking and Dagenham, Birmingham,
Bracknell Forest, Brent, Brighton and Hove, Camden, Corporation of
London, Durham, Hertfordshire, Hillingdon, Isle of Wight, Kensington
and Chelsea, Kirklees, Maidstone, Poole, South Tyneside, Stroud,
Surrey, Tameside, Wandsworth, West Lothian, Westminster and
Wrexham.
West Lothian is the first Scottish council to have attained T status,
symptomatic of the fact that web sites have improved significantly
across Scotland over the last year, as they have across England. Web
sites of councils in Wales and northern Ireland have not demonstrated
as much improvement.
Ever since a few councils began to make the T grade, there has been a
grouping of councils which come close to the mark each year but after
careful and strict reassessment are adjudged to fall just short. This year,
for the first time, to encourage councils to make that final effort,
Socitm has published a list of those councils which were considered for
T status but did not quite scrape through. There are 11 of them, and
they are all English: Cambridgeshire, Devon, Dorset, Manchester,
Milton Keynes, Nottingham, Nuneaton & Bedworth, Richmond,
Salford, Sunderland and Wirral.
Behind the front line, the picture is increasingly fragmented, with most
councils now running web sites that are well-developed and
transactional in some areas - online council tax payment, for example,
has become the norm - but under-developed in others - poor search
facilities are still all too frequent, and many council sites do not link
well with other parts of the public sector.
A closer look at one of the user 'scenarios' used for the Better
Connected survey illustrates this point.
The scenarios are devised to represent typical users of council web
sites, who come to the sites looking for answers to questions or online
services, and assuming little or no specialist knowledge of the web or
local government. Scenario two this year was a small local company
applying for planning permission. The research found that most
councils do have basic useful information to help this type of user - 80
per cent have the dates for their next planning committee meetings on
the site, for example, and more than 60 per cent offer online access to
the local plan. However, hardly any take the next step towards putting
the full planning service online - less than 10 per cent offer online
viewing of planning applications.
"Research elsewhere in our survey shows planning applications are
high on the list of reasons why people go to web sites," says Martin
Greenwood, who leads the Better Connected project for Socitm.
"While many councils recognise this with the information they
provide, there is a need to focus on the next steps, a need for access to
the applications themselves. This is a clear point of demand."
Perhaps the most daunting findings of this year's survey were in the
area of 'accessibility' - how easy it is for people of all abilities to
access council sites, including those with disabilities using special
access software like text-to-speech screenreaders for those with
impaired vision.
Quality in this field is generally measured against standards set out by
the international World Wide Web Consortium's Web Accessibility
Initiative (http://www.w3.org/WAI), which rates sites as 'A' for basic
accessibility; 'AA' for higher level accessibility and 'AAA' for near
perfection.
In the government's guidance for the third round of council
'implementing electronic government' (IEG) statements
(http://www.localegov.gov.uk/page.cfm?pageID=186&Language=eng)
, councils are urged to work towards 'AA' standards. But after its most
stringent checks to date of council sites, including tests by specialist
consultants at the blindness charity RNIB, the Socitm report finds that
just 18 councils achieve level 'A' conformance. And of the 23 sites
assessed as transactional, only three achieve level 'A': Surrey,
Tameside and Wrexham. Only one site - Tameside - achieves 'AAA'
standard.
Around half of council sites fail to attain very basic accessibility levels
due a lack of meaningful text tags for images on their sites; and many
sites failed latter stages because when accessed by a browser that does
not support JavaScript, the functionality did not work and there was no
alternative provided. 'Text-only' alternative sites are not much help
either; of the 143 council web sites with a text-only alternative, just
seven reached 'A' standard overall.
"With accessibility, there is clearly a mountain to climb," says
Greenwood. "I don't think there's any chance of councils achieving
'AA' within two years." Councils that had made efforts to meet
accessibility standards were "very concerned" about the amount of
effort involved, Greenwood says, with particular problems arising
where councils were trying to make sites accessible that had not had
accessibility in mind when first created.
"But in a sense, they don't have a choice," he says. "The fact is that
there is a law about accessibility - the Disability Discrimination Act -
so it would seem single 'A' accessibility is a minimum."
[Section two ends].
++SPONSORED NOTICE: VOUCHER AND SMART CARD
CONFERENCE FOM THE SOCIAL MARKET FOUNDATION
- 5 AND 6 APRIL, LONDON.
Symposium Events, in collaboration with the think tank The Social
Market Foundation, announces a major conference on vouchers and
smart cards.
Government ministers, their advisors and analysts from the UK, the US
and mainland Europe will address the often-misunderstood questions
surrounding voucher and smart card policies, such as: 'Can smart
cards, vouchers and e-government deliver choice and voice in public
services?'
Speakers include the Rt. Hon Dr John Reid MP, Secretary of State for
Health; Eric M. Bost, Under Secretary, US Department of Agriculture;
and David Willetts MP, Shadow Secretary of State for Work and
Pensions. For more information see:
http://www.symposium-events.co.uk .
[Sponsored notice ends].
++SPONSORED NOTICE: IIR CONFERENCES PRESENTS
- Third Annual e-Government Congress 2004
- 15 and 16 June, London.
Now in its third year, IIR's dedicated public sector forum serves as an
information exchange for e-government professionals and experts,
encompassing three days of presentations focusing on all aspects of
best practice in e-government, the latest initiatives and developments
and an intensive workshop on the legal implications of e-service
delivery.
Conference highlights include:
- 10 practical case studies of best practice;
- ODPM low-down on the roll-out for national projects;
- How to exceed the requirements of the 2005 deadline; and
- A 'one-stop shop' tackling the legal challenges of the Data Protection
and FOI Acts.
For more information visit:
http://www.iir-conferences.com/a.cfm?id=6283 .
[Sponsored notice ends].
++SECTION THREE: SEMINAR REPORT
- CUSTOMER RELATIONSHIP MANAGEMENT.
+10:TOTAL RECALL
by Derek Parkinson.
Our opinion of services can be influenced strongly by a small number
of contacts with an organisation. Being stuck too long in a phone
queue, wandering through an endless maze of voice menus, or just
having to explain the same problem over again to call centre staff can
leave a poor impression, and a reluctance to use the service again.
One answer could be 'customer relationship management' systems -
which at their best, are a form of organisational 'total recall' whereby
nothing ever gets lost in the system and nothing needs to be repeated.
CRM is about memory," Nicola Millard, a CRM expert at BT, told
delegates at the recent E-Government Bulletin seminar 'Successful
citizen relationship management (CRM) in the public sector'
(http://www.electronic-government.com/crm.htm).
"The nirvana of CRM is knowing wherever someone has touched us,"
she said. "In the past, organisations have often designed services to
save their time, not the customer's."
Millard has undertaken extensive research into the psychology of
customer contact with organisations through telephone call centres.
The difficulty of designing call centre interactions shouldn't be
underestimated, she said, but there are some general rules that can help
the CRM strategy of any organisation. The temptation to rely on
technology wherever possible should be resisted, and automation
should be used only where appropriate. A high priority should be to
identify and eliminate the extra demand on resources and hence higher
costs incurred by service failures. "It's important to find out why
people are phoning a call centre, whether it's because people can't find
information or use a service elsewhere in the system," she said.
Commitment from staff is important too, and an issue that the call
centre industry has often been criticised for. "In some call centres, staff
turnover has been very high, up to about 25 per cent a year."
Employers must help people motivate themselves. "Sorry guys, you
can't motivate people, only they can do that themselves," she said.
According to Millard, simplistic ways of monitoring and incentivising
staff such as checking the number or duration of calls handled should
be treated with caution. "Be careful. You can incentivise behaviours
that you don't want or expect," said Millard, citing the case of workers
in one call centre who used to simply pick up and put down the phone
a few times to fool the monitoring system. Another sharp learning
curve for the industry has been in monitoring results. "It is essential to
measure what matters. Organisations tend to measure what's easy to
measure," she said.
CRM is vital to successful implementation of e-government services,
said Paul Phillips of Tower Hamlets council, who is also a consultant
to the local e-government standards body (http://www.localegov-
standards.org). "Local authorities will address more of the e-
government agenda with CRM than through any other single issue," he
said.
A key practical issue for local authorities will be to maximise the value
of information held on their intranets, Phillips said. In many cases a
remarkable 80 per cent of information held by local authorities cannot
be accessed at all online, he said, while a further 16 per cent is difficult
to get at, leaving only four per cent that can be accessed easily.
Frank Faulds of Toucan Interactive
(http://www.toucaninteractive.com), the seminar's sponsor, said that
many e-government services are reactive rather than anticipatory. They
tend to be triggered only when a user makes a visit to a site and enters
a specific request or information.
According to Faulds, service take-up can be encouraged by reaching
out to target groups through personalised email newsletters and alerts.
The benefits of a more active approach were demonstrated by his
company's recent 'Do More' campaign on behalf of Newham council
(http://www.domoreinnewham.org), he said, which saw 30,000 young
people sign up for news and alerts about local services. Of these, 25
per cent went on to actually use facilities.
Martin Tipper, head of IT at Basildon District Council went still
further in stressing the value of good CRM systems. "It's about putting
the customer first, responding to what customers tell us they want,
which is possibly more important than e-government. A lot of people
are implementing e-government because central government tells us
we have to."
[Section three ends].
++SPECIAL NOTICE: TEST YOUR SITE'S ACCESSIBILITY.
The accessibility of public sector web sites - ensuring all can access e-
government services as far as is reasonably possible - is a moral and
legal imperative for UK public bodies. But the area can seem complex
and technical.
Now Headstar, the publishers of E-Government Bulletin and its sister
publication E-Access Bulletin, is offering a range of independent,
expert assessment packages to ensure your web services comply with
best practice and the law. We can provide you with a clear, detailed
report on the current access status of your site, and a list of tasks you
will need to carry out to ensure compliance with government
requirements.
Reports also include results from general quality assurance tests such
as link-checking. Taking accessibility action benefits all users, will
make your site easier to maintain, and can improve your search-engine
rating!
For more information please email:
[log in to unmask] .
[Special notice ends].
++END NOTES.
+HOW TO RECEIVE E-GOVERNMENT BULLETIN.
To subscribe to this free fortnightly bulletin as an HTML attachment
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+TEN STANDARD: This newsletter conforms to the accessible Text
Email Newsletter (TEN) Standard, developed by our sister newsletter
E-Access Bulletin. For details see:
http://www.headstar.com/ten .
+COPYRIGHT NOTICE.
- Copyright 2004 Headstar Ltd.
Regular circulation or reproduction of the bulletin by third parties is
forbidden. Properly accredited articles (always including source
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ISSN 1476-6310
+PERSONNEL
- EDITORIAL.
Editor - Dan Jellinek [log in to unmask]
Deputy editor - Derek Parkinson [log in to unmask]
Senior Reporter - Mel Poluck [log in to unmask]
News Reporter - Julie Hill [log in to unmask]
Technician - Pete Hall [log in to unmask]
Correspondent - Phil Cain [log in to unmask] .
- ADVERTISING.
[log in to unmask] .
A searchable archive of our back-issues can be found on our web site:
http://www.headstar.com/egb .
[Issue ends].
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