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+++E-GOVERNMENT BULLETIN
- ISSUE 214, 26 May 2006.
- Incorporating Future Democracy Bulletin.
IN THIS ISSUE - Open Source; E-Democracy; London Congestion Charge.
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++Special Notice: Customer Relationship Management (CRM) in the
Public Sector
- Sharing Best Practice and Innovation
- An E-Government Bulletin Seminar
- 7 June 2006, New Connaught Rooms, London.
With the quest for better and more efficient public services, customer
and citizen relationship management (CRM) projects are a key aspect
in streamlining processes to provide joined-up services, integrated
around the needs of users.
CRM in the Public Sector brings together those responsible for public
sector CRM projects to exchange best practice, review innovative
technology and consider the wider organisational issues of providing
high quality citizen-focused services, through multiple channels.
Places cost 295 pounds plus VAT for public sector and 495 for private
sector delegates. See:
http://www.headstar-events.com/crm .
[Special Notice ends].
++Contents - E-Government Bulletin Issue 214.
Section One: News.
01: Open Source To Slash IT Costs For Community Groups.
- huge potential savings on software and telephony costs.
02: Wakefield E-Democracy Project Reaches Beyond The Web
- areas with low internet take-up to use alternatives.
03: Mobile Journey Aid For Disabled People Undergoes Trials
- handheld route finder to be tested in Winchester and Dublin.
04: Further Tests Of RFID For London Congestion Charge
- Southwark explores automated payments.
News In Brief: 05: Ideas Shortlisted - media award nominees; 06: Book
Launch - first e-government textbook; 07: Fringe Benefits - public
sector IT
staff survey.
Section Two: Interview - Gayle Evans, Head of Knowledge and Information
Management, National Museum Wales.
08: Retaining Email, Recording History: Mel Poluck discovers how
policies
have helped staff deal with the daily deluge of email, and the
implications
of
poor email management.
Section Three: Focus - E-Democracy.
09: How The Other Half Votes: A research study by Professor Stephen
Coleman took 200 Big Brother viewers and studied their engagement levels
during the last UK election campaign. Coleman reports on how they used
the
internet.
Section Four: The E-Government Bulletin Vaults - From Our Archive, May
2000.
10: Back To The Future: This time six years ago, we reported on measures
taken to protect the national critical infrastructure, and how councils
needed
to make better use of the information they hold about us.
[Contents ends].
++Special Notice: Building the Perfect Council Web Site
- An E-Government Bulletin/Socitm Seminar
- 11 July, Royal Institute of British Architects (RIBA), London.
A partnership between E-Government Bulletin and the Society of IT
Management's Socitm Insight Programme, this conference will attempt to
encapsulate every aspect of how to create the perfect council web site:
easy
to use, compelling and engaging.
The event will draw on the collected wisdom of seven years of
Socitm's annual 'Better Connected' review of all UK council web sites,
bringing together experts and practitioners to share tips and warn
against pitfalls. Registration costs just 125 pounds for delegates from
Socitm Insight subscriber authorities; 195 pounds for other public
sector delegates and 295 pounds for private sector delegates (all rates
exclude VAT).
For more information and to register see:
http://www.headstar-events.com/council/ .
[Special Notice ends].
++Section One: News.
+01: Open Source To Slash IT Costs For Community Groups.
Free and Open Source software (FOSS) could halve the cost of phone
bills,
save 60 per cent on software purchases and make savings on other areas
of
technologies such as web sites for voluntary and community sector (VCS)
organisations, a trial has found.
The 'East of England FOSS in the Voluntary and Community Sector (VCS),'
( http://foss.ciac.org.uk/ )
project, operating in six counties, aims to test open source platforms
to
ultimately save VCS organisations money on installing and using
information and communications technology.
The project, which ends next month, has seen around 40 organisations
test
the usefulness of FOSS platforms for projects in four areas: voice over
IP
(VoIP) telephony; content managed web sites; case tracking systems; and
Open Office software installed on desktop computers.
Programme leaders the Cambridge Independent Advice Centre (CIAC-
http://www.ciac.org.uk )
built and installed servers in two organisations on which to run a VoIP
telephony network allowing free calls for workers, who receive a
three-digit
personal number to make calls to destinations in this country and
abroad.
Chief Executive of the Community and Voluntary Forum Eastern Region
(COVER -
http://www.cover-east.org/ )
Andrew Cogan, predicts his organisation could save 50 per cent on phone
bills by using VoIP and 60 per cent on software purchases following the
trials.
But barriers to take-up of VoIP telephony remain. "We'd like everyone to
use [VoIP] - that's the Utopia," said CIAC project manager, Paul Ruskin.
"But it's not going to happen because not everybody is on broadband."
Additionally, trials of an open source web site content management
system
and web framework 'Joomla!'
( http://www.joomla.org/ )
have attracted interest from beyond Cambridgeshire, where it has been
tested
by 7 organisations. According to Susie Halksworth of CIAC, VCS
organisations could make huge savings in this area because companies
charge 5,000 to 6,000 pounds to build a content-managed web site, while
a
Joomla! site costs just 500 pounds.
The initiative was initially funded by 30,000 pounds from Home Office
company ChangeUp
( http://www.changeup.org.uk/ ),
which supports voluntary and community organisations. Project leaders
are
currently seeking further funding to continue work achieved so far and a
report will be published at the end of June.
+02: Wakefield E-Democracy Project Reaches Beyond The Web.
A pioneering e-democracy project aiming to engage residents of some of
the
most deprived parts of West Yorkshire in issues affecting their
communities
is to be launched by Wakefield Metropolitan District Council later this
year,
E-Government Bulletin has learned.
The three-year 'Realtime Democracy' project is tailored to the
lifestyles of
residents of Fitzwilliam and Kinsley, where 65 per cent of households
don't
have any internet connection, but 72 per cent of households own a mobile
phone. The area also sees low levels of voter engagement, with an
average of
20 per cent voting in local elections.
The Realtime Democracy project will sidestep the usual practice in e-
democracy of building web-based communal spaces, assuming that citizens
have keyboard skills and internet access, choosing instead to engage
residents on local issues through freephones, TV screens with touchpads
in
public places, and mobile phone services.
The project also departs from the standard practice in e-democracy of
assuming that people will make the effort to enter a purpose-built
meeting
place, either on or offline, to express their views. "Within Fitzwilliam
and
Kinsley there is.considerable aversion to traditional methods of local
democracy and involvement among the mass of local people," according to
the council
( http://www.wakefield.gov.uk/default.htm ).
"This aversion.is due to a number of causes, but is primarily around
lifestyle commitments, distrust of bureaucracy and historical past
experiences," it says.
To counter this, the project aims to reach people in places where they
already
meet and discuss local issues, such as pubs, working men's clubs, shops,
libraries, GP surgeries and schools.
"We're considering locations like the foyers of infant schools, where
parents
gather to collect their children," said project manager Paul Hayes.
Newscreens could be used in these locations to give feedback to
residents on
issues that concern them, said Hayes. "For example, we could show a
video
of a local police sergeant answering questions from residents. It's less
formal
than print, and there's the issue of trust. A lot can be communicated in
body
language," he said.
+03: Mobile Journey Aid For Disabled People Undergoes Trials.
A personalised journey planning service for people with a disability is
under
development and will be tested by Hampshire County Council and a
national
disability organisation in Ireland next month.
The personal digital assistant (PDA) with built-in mobile phone and web
access is aimed at pedestrians and public transport passengers with
mobility
impairments.
The three-year European Commission funded programme, 'MAPPED,'
( http://services.txt.it/MAPPED/ )
will guide users to their destination via textual and spoken route
planners,
enable them to request accessible travel information, make advance
bookings
for assistance via SMS text and allow users to add relevant details as
they
encounter them.
"People can input knowledge and pass it on to others," said Tony Brown
at
Hampshire County Council's Intelligent Transport Systems (ITS) Group.
"We give people what we think is the best route but we can't anticipate
their
needs." The PDA will provide data such as whether buses are wheelchair-
friendly, how accessible public buildings are, and whether they provide
information, such as restaurant menus, in Braille.
This is the first service to combine routing, accessibility information
and
reservation-making according to research scientist Dr Gary Randall of
British
Maritime Technology (BMT -
http://www.bmt.org/ ),
co-ordinating the project. "A user will enter the start and end points
of a
route into the PDA. It will suggest a route and at all times send
accessibility
information relevant to their location." Randall said public transport
was
"notoriously underused by people with a disability."
The PDA contains a handheld geolocation receiver that links with
satellites
to provide geographical information conveying the user's location. Data
is
sent and received using software running both on the device and a
central
server, which connect over the General Packet Radio System (GPRS) mobile
phone network.
Next month, Hampshire County Council - following submission of local
travel data to the project team such as local bus timetables, and public
buildings' accessibility - will initially test the service among 12
participants
in Winchester. The Central Remedial Clinic (CRC) in Dublin, a national
centre and school for people with physical disabilities, is to test
MAPPED
among 30 service users over 6 weeks.
Both organisations will participate in a second wave of trials next
summer
along with the cities of Barcelona and Genoa in co-operation with
European
project 'Ambient intelligence system of agents for knowledge-based and
integrated services for mobility impaired users'
( ASK-IT -
http://www.ask-it.org/ ).
BMT is working in partnership with technology companies TXT e-Solutions
based in Italy and Mobiquity in Spain.
04: Further Tests of RFID for London Congestion Charge.
Trials of new wireless technology for automatically collecting
congestion
charge payments in the capital are set to carry on through the summer,
according to Transport for London. The trials, launched last October in
Southwark, are testing a system of roadside sensors that detect vehicles
fitted
with wireless-enabled microchips.
Around 500 volunteers - drivers of vans, buses, cars and council
vehicles -
are using the Radio Frequency Identification (RFID) microchips or
"tags",
contained in a credit card-sized case fixed to their windscreens.
Detectors
or
"beacons" are mounted on poles at 20 locations in the borough.
The system is expected to offer a number of advantages over the current
camera-based number plate recognition system, including greater
reliability,
automated payment and more flexibility with pricing, with road users
charged for the amount of time they spend in central London, rather than
paying a flat fee.
The Southwark trial is designed to evaluate the tag and beacon
technology
itself rather than the feasibility of linking it to the congestion
charge
management systems. According to Transport for London, no end date for
the trials has been decided yet. Whether beacons can read a tag when a
vehicle is obscured, or passing at different angles and speeds will be
among
the important issues to clarify, suggested Roger Lamb, business
applications
manager at the RFID centre, an industry-funded promoter of the
technology
( http://www.rfidc.com/ ).
"Most of the technology issues can be tackled. But the technology is not
always the most important issue - there are political and policy issues
relating to cost, deployment and adoption of the technology as well,"
Lamb
told E-Government Bulletin.
Similar systems are used in continental Europe to collect motorway
tolls,
and
have been introduced for stretches of the UK motorway network such as
the
M6
( http://www.m6toll.co.uk/using/tags.asp ).
News In Brief:
+05: Ideas Shortlisted: The London Borough of Islington's environmental
fault reporting tool and Brent Council's community network web site
(BRAIN) are among nominees for the New Statesman Media Awards in the
category of 'Modernising government.' This year's theme is 'the power of
ideas' and the deadline for nominations is 31 May:
http://www.newstatesman.com/nma/nma2006/nma2006nominate.php .
+06: Book Launch: The first international textbook on e-government,
public
information systems and management has been published, covering case
studies from across the globe and including activities and practical
exercises.
Aimed at university students and in-house trainees in government
organisations, 'Implementing and managing e-government: an international
text' is published by Sage Publications:
http://www.sagepub.co.uk/booksProdDesc.nav?prodId=Book210590 .
+07: Fringe Benefits: Some 99 per cent of surveyed local authorities
offer
flexible working to staff, according to a salaries report from the
Society
of IT
Management. Some 30 per cent of local authorities responded to the
report,
which found the public sector offered better salary increases and
retention
levels than the private sector. However, the survey also found
recruitment
problems are increasing among councils:
http://www.socitm.gov.uk/Public/press+releases/20060512.htm .
[Section One ends.]
++Special Notice: 'e-Access '06' - Technology For All
- Early Bird Offer Until 30 June
- 14 September 2006, Central London
'e-Access'06' is the UK's leading annual event on access to all
technologies,
including internet, PCs, mobile phones and digital TV and radio, by
people
with disabilities.
The conference focuses on how digital technology is enabling people with
disabilities to achieve greater independence. It also looks at the
problems
people face with access to technology including accessible banking and
broadcasting. Sponsors include BSkyB, Jadu and Ford.
Places normally cost 195 pounds plus VAT for public sector, 295 pounds
plus VAT for private sector and 145 pounds plus VAT for small charities
and
not for profit organisations (turnover below 300,000 pounds). However if
you register before 1 July you will save 50 pounds per delegate by
typing
'eb-
offer' after your name. For more information see:
http://www.headstar-events.com/eaccess06/ .
[Special notice ends]
++Sponsored Notice:
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[Sponsored Notice ends]
++Section Two: Interview
- Gayle Evans, Head of Knowledge and Information Management, National
Museum Wales.
+08: Retaining Email, Recording History
by Mel Poluck.
Good email management in the public sector requires policies that are
supported by leaders and applied to all staff in an organisation,
according
to
Gayle Evans, Head of Knowledge and Information Management at National
Museum Wales
( NMW -
http://www.museumwales.ac.uk/ ).
"We have an email management policy that's been written and approved by
senior manager and directors," says Evans. "Before any member of staff
is
given access to email or the internet, they must read it and sign up to
it".
The museum has 450 members of staff using email across eight sites. New
staff members are also asked to sign up to the email policy as part of
their
induction, when Freedom of Information and Data Protection policies are
also explained "so they can't get into trouble," Evans says.
Evans says the museum conveys the message of good email management
using "gentle persuasion," sending reminders to adhere to the policy
over
the
museum's intranet.
The museum has placed restrictions on the size of emails and their
attachments and the policy stipulates staff must not send extremely
large or
"chain-letter-type" documents by email. However, one tricky issue for
the
NMW information management department has been adjusting email filters
to allow terminology routinely used by collections staff to describe art
work
or seashells, such as anatomical descriptions, to pass through email
filters
designed to block undesirable material. "We use terms filters would pick
up
- we have to bring filters down to allow for that. We had to co-operate
with
staff. We couldn't come down heavy-handed," Evans said.
But staff within an organisation must bear in mind email is not always
the
ideal medium with which to communicate. "If a message is that important,
don't expect email is the best way to deliver it," she said. For this
reason,
there are plans to introduce videoconferencing across NMW sites for use
in
situations calling for face-to-face communication. Besides saving
journeys
to
sites in isolated, rural areas - some of which take five hours to reach
- to
speak to colleagues, it is a "more cost effective and more
environmentally
friendly" way to communicate, said Evans.
According to Evans, one reason email management is beginning to be taken
more seriously across the public sector is the passing of Freedom of
Information (FoI) law. "The key is not to be so informal with email.
Because
documents are admissible as evidence," she said. Staff must remember at
all
times every email they send, no matter the content, is sent on behalf of
the
organisation, according to Evans. "Prior to FoI, people were more
relaxed
about it. People are realising these [emails] are real documents that
can be
requested and supplied," she says.
The issue of email storage has become ever more crucial, Evans says and
not
only because there are now more costs for IT departments. "The more you
file, the more storage capacity required," she said. It is vital to
establish an
email retention policy covering issues such as how long emails should be
kept, since many staff are still unsure about how long they should
retain
emails for. Then staff must be trained on them, not just for reasons of
legal
compliance but to ensure proper historical archives are being kept,
Evans
told E-Government Bulletin.
"We're becoming a throwaway information society - it's dangerous. People
will look back and say 'that was an interesting time but there's nothing
to
read about it.'"
Overall, Evans says the best way to ensure all an organisations'
employees
are familiar with managing emails in the most efficient way is simple:
"Make
your face known, talk to people and be practical."
[Section Two ends].
++Special Notice: Test Your Site's Accessibility.
Headstar, the publishers of E-Government 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! Please note the service is tailored in particular to larger
organisations with major web sites or services.
For more information please email:
[log in to unmask] .
[Special notice ends].
++Section Three: Focus
- E-Democracy.
+09: How The Other Half Votes
by Stephen Coleman.
The thought that people cannot be persuaded to vote in politically
consequential real-world elections, but are willing to pay to cast votes
in
ephemeral reality TV polls seems to some commentators like clear
evidence
that there is a deep flaw in our civic culture.
This study is not intended to support crass notions, such as that
political
elections should be replaced by televised game shows, or that voting in
a
reality TV poll is just as important as participating in a general
election.
But
it is intended to raise radical questions about the condition of
contemporary
democracy, the borders between the political and the popular, and the
case
for thinking creatively about what it means to be politically engaged.
To research these questions, it was decided, therefore, to recruit a
panel
of
Big Brother viewers (both viewers of the show and voters in the weekly
polls) who would be paid a small sum to complete regular surveys from
the
beginning of the campaign until shortly after polling day. The panel,
comprising 200 Big Brother viewers, was recruited by YouGov from a
representative sample poll of people aged over 18. Some 93 per cent of
panel
members responded to eight or more of the 10 surveys.
It was in their use of new media that panel members seem to have been
more
active than the UK population as a whole. Even allowing for the fact
that
panel members all had internet access (whereas only 60 per cent of the
UK
population did at this time), their use of the internet in relation to
the
election
campaign was significantly higher than internet users as a whole. In a
survey
of election-related internet use during the 2005 election campaign, 28
per
cent of UK internet users stated that they had gone online to seek
information
about the election and 5 per cent reported that they sent emails to
others
about the election
( http://fastlink.headstar.com/salford ).
At the end of the first week of the campaign, 10 per cent of panel
members
said that they had sent or received an email relating to the election
within
the
past 48 hours and 40 per cent claimed to have visited a news web site.
Asked
in the second week of the campaign about subjects raised in emails they
had
received over the past 48 hours, 34 per cent had received emails about
romantic relationships, 26 per cent about money worries, 24 per cent
about
football, 10 per cent about TV soaps, 14 per cent about their local
communities and 17 per cent about the election. In the final week of the
campaign, 10 per cent of panel members stated that they had visited a
party
web site and 25 per cent had visited the BBC news web site to find out
more
about the election.
Three days after the election, panel members were asked whether they had
engaged in a number of different activities during the course of the
campaign: 17 per cent had received an email from a friend about the
election,
13 per cent had sent an email to a friend about the election and 38 per
cent
had looked up information about the election online. These findings
suggest
that Big Brother viewers were more likely to express themselves as
active
citizens in an interactive, online environment than in more traditional
spaces
of civic engagement. When this hypothesis was probed further however,
panel members seemed to regard the internet as either an escape from the
election or as a resource for gaining access to information in ways not
available from the old media.
Asked to complete the sentence, 'I have used the internet during the
election
campaign to.' approximately half of the respondents suggested that they
went online in order to retreat from the election, stating that they
used
the
internet to 'access my internet account and browse the web as normal -
not
to look at political campaign manifestos' or 'avoid the election which
is
dominating the other media' or 'get some news other than elections' or
'shop, surf and ignore the election'. Others used the internet to 'make
sure
I'm making the right decision' or 'do one of those quizzes to see which
party
I'm most aligned to' or 'try to work out where parties stand on certain
issues,
as it is not always clear from the sniping and evasion seen on TV'.
In responses to several of the qualitative questions, enthusiasm was
expressed for the opportunities presented by interactive media.
Repeatedly,
when asked how the general election could be made more accessible to
them,
panel members spoke of the need for 'more interaction between parties
and
the public on policy creation' and 'more interactive interviews with
politicians'. It was not always clear how respondents imagined such an
interactive relationship, but there was a clear sense that its absence
somehow
limited the effectiveness of contemporary political communication.
NOTE: This is a an edited excerpt from How The Other Half Votes, a new
research study by Professor Stephen Coleman of the Institute of
Communications Studies, University of Leeds
( http://ics.leeds.ac.uk/ ).
[Section Three ends].
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++Section Four: The E-Government Bulletin Vaults
- From Our Archive, May 2000.
+10: Back To The Future.
Some threats are ephemeral, like the much-feared "Millennium Bug", but
the
methods used to combat them tend to remain the same. In our May 2000
issue we reported that the Unified Infrastructure Reporting and Alert
Scheme, a service provided by the National Infrastructure Security Co-
ordination Centre ( NISCC -
http://www.uniras.org.uk/ )
had helped protect the UK critical infrastructure against the meltdown
some
feared would strike as we entered the new millennium.
The bug may have disappeared into the history books, but NISCC still has
a
significant role in protecting our national infrastructure, drawing on
sources
of information in the security services, the Ministry of Defence; the
Cabinet
Office and other central government departments as well as the private
sector. We reported that most of the disruption to critical
infrastructure
was
due not to the bug itself, but to the precautions taken against it, such
as
the
decision to temporarily shut down the Parliamentary computer system.
Elsewhere, an article by guest writer Gordon Cox, a consultant working
in a
unitary authority, anticipates many of the issues with 'joined up'
government
that we still grapple with today. "Local authorities have puddles of
information, held in diverse systems designed to manage discrete
services.
Very few of these systems ever talk to each other.My council's year 2000
audit catalogued more than 100 systems that are used to manage service
delivery!" said Cox.
"Thus neither you nor your council can access in an integrated manner
the
vital information that defines you as an elector and council tax payer -
for
example that you have a child at this school; borrow books from this
library;
use this local leisure centre and have a granny nearby who has a
telephone
alarm system, has a home carer calling in twice daily, and gets "meals
on
wheels" delivered three days a week. Let alone the further information
that
in
the last month you complained about the state of the pavement after the
bins
were emptied and the flickering street light two doors down," he said.
In a diagnosis that Donald Rumsfeld would recognise, Cox said ".at the
moment, local government doesn't know what it knows about you, let alone
what it doesn't know". Developing this theme further, Cox said that
local
authorities could make far better use of the information they hold on
citizens,
and that too many council systems are set up to deal with residents who
are
unhappy about a particular issue. Cox suggested that councils could do
more
to prevent citizens becoming unhappy in the first place.
[Section Four ends].
++END NOTES.
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- EDITORIAL.
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[Issue ends].
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