Government citizen-centred service delivery is undergoing a re-think. The growing number of people using the online channel, and its relative cost effectiveness, is making it a preferred option.
Some interesting work has been done on new directions in this area, including a report by Ken Kernaghan for the Institute of Citizen Centred Service. Ken reminds us that citizens still expect a high level of government service delivery, but that the landscape is changing.
The report is at:http://www.iccs-isac.org/wp/library/2011/10/Self-Service_Kernaghan-Report-Final-Sept-2012.pdf