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Theme : trust
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Real People, Real Power, Real Relationships
Despite criticism from certain sectors of the press, the recent government white paper, ‘Communities in Control’, is an ambitious attempt to stimulate participatory politics at a local level. However it is important to pay attention to the relationships which underpin this process.
from : monachalabi
30th July 2008
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Ipsos MORI - British Confidence Index September 2007
Ipsos MORI - British Confidence Index September 2007
from : petebradwell
17th September 2007
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Lips don't lie?
It's with interest that I read Birmingham County Council has introduced telephone lie detector tests, sorry voice stress tests, for claimants calling their benefit office. Whilst on the face of it, this seems to have purported benefits (apparently Harrow Council has saved £110,000 in three months during a pilot scheme), I wonder at what costs?I would think such measures begin to subtly change the dynamics of the claimant-staff interactions (already quite fraught one would imagine),...
from : faizalfarook
9th September 2007
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If Demos did call centres...
The work we're doing on trust and service design at the moment has got me thinking - we seem to have developed a terrible habit of 'improving' public services in ways that actually harm people's experiences of them. Just look at local government over the past five or six years - the Audit Commission says services have improved significantly, but there's not much evidence that the public has noticed.I think this is about the call centre problem. You outsource your customer contact services, put...
from : simonparker
18th July 2006
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The trust/efficiency dilemma
Does efficiency undermine the quality of the emotional experiences that create trust? Good paper from Peter Taylor-Gooby.
from : simonparker
29th June 2006
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Reputation, Security and Trust
The research theme on turst and security at the Centre for Analysis of Risk and Regulation at the LSE
from : mollywebb
19th June 2006
