The ‘Transformational Government, Enabled by Technology, Annual Report 2006′ (you’ll find it in the downloads section) was published last week by the Cabinet Office. The whole TG agenda is important as it provides the cross government under pining for the delivery of services that are focused on the needs of the citizen.TG is heavily referenced in the influential Varney Review (see previous post and downloads section).

There are clearly lots of good things happening within the TG programme and the report makes interesting (quick flick) reading. There are contributions from across the range of public service providers including ‘Crime and Borders’. It does seem unfortunate though that, with the possible exception of the Witness Management Programme, all the examples given ( PNC, Airwave, NAFIS, Impact, ANPR, Crown Court XHIBIT ) relate to improving internal processes and efficiencies rather than explicitly focusing on better understanding or servicing the needs of the customer. Yes you can argue that a more efficient service ultimately benefits the customer, but it really would be nice to see some things that are specifically and and unequivocally focused on improving the customer side.  As the quote says ‘Technology does not run an enterprise, relationships do’  

Related posts:

1. The Police Service & the Workforce Modernisation School Report: Could do better.
2. Keeping your eye on the bigger picture
3. Anyone measuring anything around here that anyone cares about?
4. Got any jobs you want done by a nice man in an orange boiler suit?
5. Pace of change