While it is easy to criticize governments for not knowing their citizens well enough, public service delivery is actually quite hard. Sharing best practice is therefore of paramount importance. I gave this presentation at Strategy Park Local Government in St. Albans, UK on 29 April 2008, at the invite-only event arranged by Management Events Co. UK ltd. They have a fabulous concept, by the way, participants really get engaged...and the wine course afterwards is great, too.

1. How To Develop Citizen Centric e-Services A European Perspective By Trond Arne Undheim, PhD Strategy Park Local Government, St. Albans, UK, 29 April 2008