1.2: Customer Needs
Build services around customer needs, not organisational structure · Provide people with one place to access government, built
around their needs (such as accessibility) · Don't try to restructure‑Government to do this - build "customer franchises"
which sit within the existing structure of government and act as change agents · Deliver services across multiple channels
- but use Service-Oriented Architecture (SOA) principles to join it all up, reduce infrastructure duplication, and to encourage
customers into lower cost channels where possible · Don't spend money on technology before addressing organisational and business
change · Don't reinvent wheels - build a cross-government strategy for common citizen data sets (e.g. name, address) and common
citizen applications (e.g. authentication, payments, notifications)
Indicator(s):
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