UK Minister urges Customer-centricity upon Government Services

The British Government has woken up to customer-centric service provision. Whether you regard "Towards Customer Centric Government: Strategies for Service Transformation" as long overdue; a lot of promise and no trousers; impossible to implement with the efficiency and budget cutting agendas being developed elsewhere - or all three - the speech by Jim Murphy, parliamentary secretary at the Cabinet Office, makes interesting reading.

In particular, the section on relevancy puts the need for change into perspective: 'We live in a world where the old political contract – between a deferential citizen and a paternalistic Government cannot deliver. We want a more grown–up relationship. We recognise the need for citizens to have both ‘choice’ and ‘voice’, Choice in how they use public services. And a voice in how these services are created around them. Choice to those whose voice is traditionally not heard in this debate.'

At heart of this new choice and voice is technology: 'Thanks to IT, families, regardless of economic background, will be able to get the same level of service. And IT can help dismantles the barriers put up by producers and geographic environment. For example, The Citizens Direct consumer helpline and Web site creates a common process and single interface to trading standards offices across the country. A complainant gets service at the best level not just the level afforded locally.

'Or consider the process of accessing NHS consultants. The NHS IT reforms will help ensure access to the right help for all who need it. ‘Choose and book’ will put the patient in control not the consultant.

'The truth is command public services today are no more acceptable than a command economy. The 21st century's expectations in public services are a world away from those of 1945. People demand quality, choice, high standards.'

Read the whole speech on the Cabinet Office website linked below.

Associated Link: Towards Customer Centric Government: Strategies for Service Transformation

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