Ian Cooper, Hampshire CC's principal IT consultant, said on 2 October 2006 that the Society of IT Management should look at how councils can go about personalising their websites to meet citizen needs.
"The e-government agenda to put all council services online will not reach the most needy.
"Parents already have long term relationships with schools. They should be able to receive a personalised service, such as being alerted to school trips, etc."
Cooper told GC News that information on customer segmentation could be used by all councils as citizens' needs are similar.
Jackie Hudson of LB Hammersmith and Fulham added: "We have spent a lot of time speaking about whether our website should just automate everything, or whether we want to interact with our customers. Interaction should be a big part of the design and analysis of online services."
Quelle/Source: KableNET, 03.10.2006
