How customers will use new technology to get the services and support they need how they want
How will London users of government services behave?
"Community takes over the web"
A news story can destroy service reputation in a day
London will be entry point for >1 million people from two hundred nations over 10yrs
Multi-language not
enough
Digital Divide
Make
technology work for older people
Tribalism: greatest social force in 2020
Notting Hill Carnival – Fun in Diversity
Tribalism in London Boroughs and Health Authorities
Use IT to keep close to customers
Client wants a human being – not a robot!
"Community takes over the web"
London-wide IT / phone
centres
Economies of scale
Service users likely to know more than you about about many issues
…Who Trusts Online Advertising?
""Perfection!," A TripAdvisor..."
Every major single issue will lead to new regulation
Involving Users in IT / Systems Design and Evolution