http://www.publicfinance.co.uk/features_details.cfm?News_id=28527
Owen Barder
"Central government must help the public sector get over its fear of IT failure, and embrace technology-enabled reform. Flexible, shared services are the key to transforming government. New technologies have transformed consumers’ lives. Ways of buying airline tickets, booking a hotel room, buying a book or CD, getting cash, renting a flat – even finding a partner – have changed dramatically in the past decade. Many businesses have used technology to offer more convenient, personalised, joined-up and effective services, generally at a lower cost. But if a time traveller from 20 years ago arrived in a job centre today or in a hospital or school, or applied for a passport or driving licence, they would feel at home immediately. While some public services have made noticeable progress, many have hardly changed. The contrast with customer service in the private sector is beginning to look stark. "
