I've just been reminded that demand for customer service, whether in person, at a call centre or via the web can be divided into valuable and failure demand. Valuable is where the contact achieves a business objective, e.g. giving a citizen a benefit whereas failure would be where a citizen complains that the benefit hasn't been paid.
Whilst not as simple to measure as call waiting times etc. outcomes can be assessed by monitoring contacts and judging what sort of demand is being dealt with, supported by some questioning of those making the contacts as to whether they are getting what they need / expect.
Being citizen centric must therefore mean not just providing call centres (or drop in centres)where contacts are answered quickly and dealt with efficiently but making sure that the contact achieves what the citizen wants it to. Performance management systems implemented in support of Transformation government should therefore report on outcomes achieved as well as the mechanics.
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