Foster G, Newman KThe Service Industries Journal, (UK), Vol 18 No 4

Start page: 51. No of pages: 15

Examines whether the SERVQUAL method of assessing service quality can be applied to a local authority town planing and development control service. Notes the differences between services in the public sector and commercial services not least in their monopolistic nature and regulatory function. Describes a study of 504 users of the planning department of UK local authority, the Royal Borough of Kensington & Chelsea, applying the SERVQUAL approach. Shows a difference from findings in the private sector especially in the significance of reliability as a measure of service quality. Concludes by reporting that the Borough has used the findings to identify ways in which it can improve its service to planning applicants and objectors to planning proposals.

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A new website has been launched which is dedicated to spreading and sharing information about the performance of social services.It contains a host of information on performance assessment, and the Government thinks its value will be both as a tool for professionals and an information resource for ordinary citizens.

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The Government unveils its IT strategy today (Monday) – but the major announcement to hit the whole of the public sector has been let slip early.All government services must be offered online by 2005. That’s a shortening of an already published target, which originally had a 2008 deadline.

Read more on GOVERNMENT TO SPEED UP ONLINE PROVISION…