If you read my previous post this week, where I spoke about the homelessness issue in the UK, then you may remember that I emailed the leaders of each of the political parties about it.
Of course I haven't had any responses yet, and to be honest I wouldn't expect any so soon. However, the one thing that really struck me, was how each of my emails went off in to cyber space, and I have no idea when, or if I can ever expect to hear back from any of them.
Upon submitting my email to David Cameron's office, I did get an automatic message which was simple and merely said thank you, my email had been submitted.
However, I was impressed that within minutes of emailing City Hall, I received a very detailed auto-generated email clearly stating that my email would be reviewed, passed on to the relevant department, and responded to within 20 days.
This problem is not isolated to the party leaders. One of the biggest criticisms which I have heard repeatedly is the lack of response from public services. How often have you heard someone moan that they emailed, phoned, or have written in, and have heard nothing back, or that they have sat on hold for hours queueing to speak to someone? Yes, some areas are brilliant and have published service standards, have auto-responses to emails, answer their phones, and respond to voicemail's. But this is not by any means the norm. Which, given that the services are run by tax payers money, and are often services for vulnerable people, or a matter of urgency, is a shame, and in my opinion unacceptable.
Is it really too much to ask, that when I email an MP, or other public service department, I at least receive an auto response to confirm that my email has reached it's destination, and letting me know when I can expect to hear back?
Our MP's and the public sector in general, don't have the best reputation, and I don't think members of the public by and large really have a positive image of the people or of the services delivered by them.
Whilst not directly comparable, would we accept this service from a private sector company? Or would we take our business elsewhere?
Yes, I know. It's not the same, and we don't have the option of who delivers our public sector services. However, I don't think there is any excuse not to get the basics right. Why can't it be a standard requirement that all MP's, and actually. all public service generic email addresses, must have an auto-generated email so that when someone contacts them there is a clear message outlining what will happen to their correspondence and when they can expect to hear back? That is not rocket science - it's basic courtesy!
Having worked in Local Government for over a decade I really believe that alot has changed, and for the better. But I also know from being on the other side of things, as a user, there is a long way to go..
I think it would be safe to say that the public sector is probably going to see increasing levels of discontent as the effects of the savage cuts really start to kick in Many of us are what I would call light touch users. We don't really ask alot of the councils, other than what I would classify as communal services, such as refuse collection, recycling, street cleaning, and street lighting. Up until recently these services haven't been affected by cuts, so I imagine there are still large numbers of the public who are unaware of just how much services have been massacred.
So, isn't it about time we started demanding that the basics, that cost nothing, but can make a big positive difference to perception and trust are changed? I certainly believe that MP'S, and Leaders of political parties who are in place to serve their constituents should be leading the way.
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