Friday 13 July 2007

Why bother

Government delivery organisations are silo's created to implement convenient groupings of legislation, e.g. taxation and lnks to the giving of subsidies or benefits to the taxed are weak or nonexistant. The result is that whilst citizens and businesses think of government as a whole the services they interact with are fragmented. At a Public seminar on interaction sponsored by AT Kearney, Sir David Varney put his case for a more seamless offer of services to the public, asking why have multiple calls by multiple agencies following a bereavement, or 23 separate departments validating a citizen's identity. Contrast that with the private sector where increasingly all interactions with a customer are coordinated to provide a consistent and convenient service and internal silo's are hidden from customers.

We need Transformational Government to turn government inside out and instead of focussing on the needs of each government organisation to think of how citizens and businesses interact with government as a whole. The benefits are not just happy citizens, ther will be less money spent on duplicating services and the policy outcomes the country and it's legislators are looking for will be achieved.

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