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  • grouping service delivery around common service `themes' that are meaningful for citizens and businesses, starting with change of circumstances associated with bereavement, birth and change of address (Chapter 2);

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This was the key insight of the Central IT Unit in 1997 or 98 or whenever (help me people).

Posted by William on 2006-12-30 14:25:06.
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Can't help you on the date William, but the thought this prompts for me is that this change in approach is analogous to the old marketing principle that you should sell the "benefits" not the "features".

Government should be structured around the benefits and needs addressed not the production process - or perhaps this is saying that the state business needs a unified marketing/communication department ( not propaganda but dedicated to gathering and using what Varney calls "insight") as well as an efficient factory.

Posted by Geoff Llewellyn on 2007-01-05 10:30:34.
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