How we got here
2009 April 7
I’ve had reason to pull together an essential reading list for those interested in the development of government’s digital engagement policies. Thought I’d share it.
- ‘Working together’ White Paper (Cabinet Office, 2009) www.hmg.gov.uk/workingtogether.aspx
- ‘Power of Information Taskforce Report’ (POIT, 2009) http://poit.cabinetoffice.gov.uk/poit
- ‘Code of Practice on Consultation’ (BERR, 2008) www.berr.gov.uk/whatwedo/bre/consultation-guidance/page44420.html
- ‘Using Social Media’ (Cabinet Office & COI, 2008) Full document not available in public domain, reduced version available at www.coi.gov.uk/documents/Engaging_through_social_media.pdf
- ‘Social Software for Social Change’ (OTS, 2007) www.cabinetoffice.gov.uk/third_sector/research_and_statistics/third_sector_research/discussion_papers.aspx
- ‘Power of Information Review’ & ‘Government’s Response’ (Cabinet Office, 2007) www.cabinetoffice.gov.uk/reports/power_of_information.aspx
- ‘Digital Dialogues 1, 2 and 3′ (Hansard Society, 2006, 2007 and 2008) www.digitaldialogues.org.uk
- ‘Government on the Internet’ (LSE PPG & Oii, 2007) www.governmentontheweb.org
- ‘Service Transformation’ (Treasury, 2006) www.hm-treasury.gov.uk/prebud_pbr06_varney.htm
- ‘Transformational Government’ (Cabinet Office, 2006) www.cabinetoffice.gov.uk/cio/transformational_government/strategy.aspx
- ‘In the Service of Democracy’ Green Paper (Office of e-Envoy, 2002) www.basiccraft.files.wordpress.com/2009/04/in-the-service-of-democracy-2002.pdf
- ‘Bowling Together’ (Hansard Society, 2001) www.bowlingtogether.net
It’s a list in progress. Anything to add?
Three more I’d contribute:
Modernising Government, 2000 (http://archive.cabinetoffice.gov.uk/moderngov/) – the original vision from the present Government for technology-enhanced public services
Principles for Participating Online for Civil Servants (2008): (http://beta.civilservice.gov.uk/about/work/codes/participation-online.aspx) – five-point supplement to Civil Service Code formally endorsing online participation of civil servants
UKGovWeb Barcamps and Teacamps (2008-): (http://www.ukgovweb.org) – ongoing strong, informal network across and around public sector digital community
Three very different milestones – but I think the Barcamp and Teacamps are critically important in terms of the energy they have generated and the momentum and connections which are starting to deliver change.
Good additions, Steph.
Agree with the top two more so than the third.
The Bar- and Teacamps valuable events and resources… but for a reading list? It could be; as someone who hasn’t been along to the first two Barcamps, I have thought the write-up (text and rich media) and tracking could be better. (Subject for a Teamcamp ahead of the UK GovCamp 10?)
But, yes, as critical milestones… totally with you.
Fromthe transition period between OeE and EGU. Two policy/guidance docs that play to the point of fishing where fish are. Note Point 3 of the SDDG.
1. e-Government Intermediaries policy consultation
http://archive.cabinetoffice.gov.uk/e-envoy/about-epolicy-intermediaries/$file/interm-index.htm
2.E-Government Unit’s Service Design and Delivery Guide
http://www.epractice.eu/en/news/282979
eGovernment News – 27 January 2005 – United Kingdom – Policy/Strategy
According to the e-Government unit, service transformation in government should be underpinned by the following six principles:
1. Maintain and implement a service design and delivery strategy that improves the quality of public services, creates significant take-up by electronic channels, and results in cost savings.
2. Design and deliver all services on an e-enabled multi-channel basis, using research about customer needs, access and usability requirements, and exploiting self-service wherever possible.
3. Utilise existing citizen or business e-enabled service providers before investing in or upgrading public services.
4. Design and deliver services according to e-Government service standards.
5. Set and manage a migration plan that progressively moves customers to cheaper channels and a lower cost per transaction, whilst maintaining or improving the quality of the service and ensuring that there are specific milestones for switching off or winding down expensive channels.
6. Measure and manage customer usage of, and satisfaction with, the service, according to previously established targets.
In addition to laying out the main principles for successful service transformation, the document provides useful guidance regarding channel migration and take-up of electronic services, as well as advice for multi-channel management. In this respect, the guide includes a ‘Channels Decision Framework’ aimed at helping public service providers make an informed channel decision when designing their service delivery strategy.
The guide was published to meet additional guidance requests by government bodies following recent developments in the UK public service reform agenda. In July 2004, Sir Peter Gershon’s Efficiency Review – commonly referred to as the ‘Gershon Review’ – recommended that the Treasury and the e-Government Unit issue a benchmark standard for high quality strategies to ensure that new e-services and channels get high levels of take-up. The Service Design and Delivery Guide includes the required benchmark standard, which is summarised in a checklist and is supplemented by additional guidance on how to create a high quality channels and take-up plan.
PDF http://www.egovmonitor.com/go?eGov26Jan05
I remember the old Service Design and Delivery Guide now! That was a great document, I used to forward it to people all the time…
I’ve needed something like this more times than I can count, so thanks for sharing it. A consolidated strategy would seem to be called for though at this point – owned by the new Director of Digital Engagement.
Steph
Great to hear the sddg was appreciated. Jason burg and I put our all into that one.
Thanks for sharing this Ross (and Steph and Nick!) – some stuff in there that I’d missed previously. It’s making good Easter Sunday reading!
:)
Great list of resources. Now just to find the time to read it all!
Good read – just put down my fine tooth comb after going through the digital dialogue hansard report.
I’m a big fan of geeking out on quantitive measurement – and though volume of traffic, comments, coverage is a handy indicator I’m wondering if there are any more defined ways to measure digital engagement.
Has anyone seen anything?