In 2005 we carried out a Value for Money (VFM) study on behalf of the National Audit Office focusing on 'Achieving Innovation: Routes to Progress and Common Barriers in the Public Services'. Achieving Innovation aimed to provide a related authoritative account of why innovation is so difficult to achieve in the delivery of public services, and how successful innovation takes place.
by Vaclav Petricek (UCL Computer Science), Tobias Escher (UCL School of Public Policy),
Ingemar J. Cox (UCL Computer Science) and Helen Margetts (UCL and Oxford Internet Institute)
This paper has been presented at the E-Applications Track of the 15th International World Wide Web Conference in Edinburgh (23rd - 26th May 2006) and is also being published in the conference proceedings.
We were commissioned by the UK National Audit Office to produce a value for money report on the range and scale of redress options for citizens when things go wrong with public services. This report looks at redress across government as a whole, and covers the handling of administrative complaints, appeals, tribunals, Ombudsmen services, and compensation arrangements.
by Patrick Dunleavy (LSE), Helen Margetts (UCL and Oxford Internet Institute), Simon Bastow (LSE), and Jane Tinkler (LSE)
Paper presented at the Annual American Political Science Association conference, Chicago 1st September 2004. Panel 25-2 'Digital Policy Issues: Inequality, E-government', 4th Sept.
by Helen Margetts and Hala Yared - an academic enquiry commissioned from the School of Public Policy from the UK National Audit Office - was published on 20th November 2003, to accompany the NAO report Transforming the performance of HM Customs and Excise through Electronic Service Delivery
The full report is available at the National Audit Office's website.
We were commissioned by the UK National Audit Office to produce a value for money report looking at the design and ease of use of government administrative forms that are commonly filled in by citizens. Full report can be downloaded here plus supplementary material from focus groups and a government-wide census of forms.
Guidance and tips for people working in government departments and public sector agencies with responsibility for forms filled in by customers or citizens, see file below:
This paper explores the extent and character of electronic government initiatives in seven countries: Japan, the UK, the US, Canada, Australia, New Zealand and the Netherlands.
E-government and Policy Innovation in Seven Liberal Democracies by Professor Patrick Dunleavy (LSE and ANU), Professor Helen Margetts (UCL), Simon Bastow (UCL), Jane Tinkler (LSE).
This report gives the detailed evidence from censuses of central and local government Web sites, the full survey questionnaires and commentary to back up the Government on the Web II report, 2002.
by Professor Helen Margetts (UCL) and Professor Patrick Dunleavy (LSE)
Published by the National Audit Office 4th April 2002 (HC 704-III) in conjunction with the Value for Money report 'Better Public Services Through E-Government' (HC 704) www.nao.gov.uk/publications/nao_reports/index.htm