Parliament wants co-creation and feedback Wibbies

WRITTEN ON January 7th, 2007 BY William Heath AND STORED IN Design: Co-creation, Political engagement, What do we want?, Wibbipedia/MindtheGap

MPs on the public admin select committee are looking at the role of the customer in public services.

It sounds to me as if they need to know about
- co-design, co-creation and all the things that add up to co-governance
- feedback, like Patient Opinion and the UK Feedback plan
- the work of NCC and the Design Council’s (now disbanded) RED team
- ethnographic research such as Nick Leon’s Naked Eye video ethnography

But they ask a lot of sensible and thought-provoking questions

Putting people first: the questions

1. Can public services learn from the way that either non public sector organisations or overseas governments make use of user experience in service delivery and design?

2. Is it possible to set minimum standards for public services? If so, how is this best done?

3. What role do measures of customer satisfaction have in assessing the standards of public services? How should user views be monitored? How can the cost effectiveness of user surveys and feedback mechanisms be assessed?

4. What constitutes best practice in responding to complaints about public services?

5. Is information about complaining easy to find and accessible?

6. Should users be more directly involved in service delivery? If so, how can this be achieved?

7. Are there certain types of decision which are more suited to consultation than others?

8. Do official consultations typically manage to capture the views of the right people? What kinds of consultation are most effective in engaging with the appropriate people?

9. How valuable are advisory panels in the design and delivery of public services?

10. How does user influence relate to wider issues of democratic accountability?

11. How should measures of public satisfaction take account of complaints about policy rather than administration?

12. Are there situations where the views and experiences of service users are irrelevant?