Alongside measures of customer satisfaction, it is also important to consider Consideration should be given to using technology to improve the availability In moving towards implementation, it is important to continue with a planned It is also important t

unforeseen and unintended consequences. Qualitative evidence such as from customer satisfaction surveys, comments and complaints received can be just as important as quantitative data. E­government

10.12 Alongside measures of customer satisfaction, it is also important to consider

how services can be offered to maximise choice and convenience. One element of this is through e-government. One of the key principles of the e-government strategy is that transactions with government should be simplified for the citizen, who should not need to know how government is organised in order to transact his or her business. Where more than one part of government is involved in completing a transaction or series of transactions, consideration should be given to joining services together in a way that is invisible to the citizen and which provides a better, joined-up service.

10.13 Consideration should be given to using technology to improve the availability

of government services at times and in places that are more convenient to the citizen, eg at home, or through trusted third parties such as the Post Office, banks or Citizens Advice Bureaux, or in one-stop government shops. Departments should increasingly be looking to improve choice in the way in which the citizen can access government services. Access might be via telephone contact centre, online via the internet or across a counter, but perhaps not one solely dedicated to a particular department. The potential for using technology should be a key criterion in all policy reviews. 55 10 Planning for implementation

10.14 In moving towards implementation, it is important to continue with a planned

approach as outlined in Chapter 3. Project plans need to be regularly reviewed and rolled forward, and this needs to be done in liaison with delivery bodies.

10.15 It is also important to keep reviewing the presentation strategies for policies. As

implementation approaches, there needs to be a clear focus on explaining to the public what, in practical terms, new policies will mean for them. It can be very helpful to target intermediary agencies from which people obtain information about public services, such as libraries, post offices and doctors surgeries, as well as using the media. And it is vital that those who provide the first point of contact for the public with a service affected by a policy change know about, understand and can explain its implications well in advance. Effective delivery

10.16 To sum up the key messages in this Chapter, effective delivery in practice