Varney Report on Service Transformation in United Kingdom

This is a report* by Sir David Varney, who has extensive experience in private sector, on service transformation in United Kingdom. Since 1997 the Government in United Kingdom has undertaken a comprehensive programme of public service reform. Compared to 1997, notes the report, “the government is now providing more services online or through comprehensive telephone contact centres—allowing citizens and businesses improved ways to access government. Access to NHS Direct Online has grown by 74 per cent comparing this year to the last. In transport, citizens can now apply via the Internet for provisional driving licences and vehicle registration at any time. By the end of September 2006, 3.7 million motorists had renewed their car tax online.” This report “focuses on the opportunities for change in the channels through which services are delivered to citizens and businesses. Over the next ten years, there is an opportunity to provide better public services for citizens and businesses and to do so at a lower cost to the taxpayer.”

Dr D.C.Misra
January 26, 2007
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*Varney, Sir David (2006): Service transformation: A better service for citizens and businesses ,a better deal for the taxpayer, London, The Stationery Office (TSO), December, available: http://www.hm-treasury.gov.uk/media/53D/F2/pbr06_varney_review.pdf

Misra, D.C. (2007): Ten Guiding Principles for Knowledge Management in E-government

This is a paper I presented on January 12, 2007 in First International Conference on Knowledge Management for Productivity and Competitiveness organised by National Productivity Council on January 11-12, 2007, New Delhi. It advocates preparation of a knowledge management (KM) sub-plan in e-government plan. It will be of interest to those who wish to introduce KnowledgeManagement (KM) in E-government. The paper is available at the link.

Dr D.C.Misra
January 15, 2007