An article in the American Society for Public Administration, PA times entitled, Government agencies need citizen experience, not user experience, argues that recent US government digital initiatives should be aimed at improving the “citizen experience.”
The report, Dropping off the edge 2015 : persistent communal disadvantage in Australia (PDF 2.3MB) published by Jesuit Social Services and Catholic Social Services Australia, examines areas in Australia which are subject to persistent and entrenched disadvantage.
A Power to Persuade blog post entitled, Seeing like a citizen : is co-design the best way to support vulnerable people?, examines the strengths and weaknesses of the co-design methodology in relation to social exclusion using two case studies from the Australian Capital Territory.
The paper, Public services : from austerity to transformation (PDF 1.1MB) summarises a recent one day conference hosted by Accenture and Reform . The conference aim was to, “identify how … the Government can build a new public service model fit for 2020.”
The UK National Audit Office (NAO) has released the report, Fraud and error stocktake (PDF 250kb). The report, “provides an overview of progress in reducing fraud and error in benefits and tax credits, and how departments are responding to emerging opportunities.”
The UK National Audit has released the report, Principles paper : managing provider failure (PDF 24kb). The paper identifies principles departments should consider when, ” planning for and managing failure” [as] … “Badly managed failure can discredit particular models of proving public services.”
The Social Security Advisory Committee (SSAC) in the United Kingdom has released the report, Universal Credit : priorities for action (PDF 260kb). The report makes a number of recommendations, “to help ensure the effective roll-out of the rest of the Universal Credit programme, “ including a number relating to vulnerable claimants.
The UK think tank, Institute of Public Policy Research (IPPR) , has published the report, Powerful people : reinforcing the power of citizens and communities in health and care (PDF 2.6MB). The report, advocates that patient’s should be given, “greater control over their health and care” and that consequently, services should be designed around, “needs and aspirations.”
The blog post, Use four senses in your customer experience strategy , discusses the need to balance customer feedback and the four senses of strategic intelligence.