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Archive for February, 2007

He’s At It Again – Windows Vista Petition

February 28th, 2007 No comments

My views on the Blair government have turned a bit more positive in the last couple of weeks (not difficult given the low points they have reached).

The turning point for me is purely tactical – the introduction of their e-petitions function on the No 10 web site. I think it will make a real difference over time.

Here’s the latest one attracting good numbers – a request for Microsoft to reduce the UK price of their new operating system to something close to what they charge in USA. Seems like a pretty reasonable request to me – now will Tony get behind it?

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Categories: Bouquets Tags:

A whole lot of snooping going on

February 22nd, 2007 No comments

This article says that UK security and law enforcement agencies made nearly 439,000 requests to monitor people’s phone calls, emails and post during a 15-month period.

I’m sure there will be the usual raft of reasons and excuses within the silo – but it’s not the silo i’m bothered about; it’s the overall and rapid increase in surveillance. I would mind less if it worked, but the twice i’d asked for input from CCTV cameras to report a crime they have been a useless waste of time….

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Categories: Privacy Tags:

I Got an E-Mail Today from Tony Blair…

February 21st, 2007 No comments

Alright, so he sent it to another 1.8m people as well as me, but it made a change from viagra or phishing e-mails.

Anyway, i’ve published the full text below in case anyone wants to read it (again). I’m actually not too bothered about much of the debate below, one way or the other the driver will end up paying – the only thing that may change is the name of the tax. What DOES BOTHER ME though is the implication that cars will be tracked everywhere they go, and that this may be outsourced to someone else is supposed to allay our privacy fears? If the Driving and Vehicle Licensing Agency is allowed to sell driver data to crooked car park attendants, what chance is their of driver/ car location data remaining out of the inevitable scope creep for ID Cards and the many other identity schemes being developed by UK.Gov.

UK is ‘stumbling into ‘the surveilance society’ according to the Information Commissioner – i’m hoping that these kind of issues will be forefront of debate at the next general election.

E-petition: Response from the Prime Minister

The e-petition asking the Prime Minister to “Scrap the planned vehicle tracking and road pricing policy” has now closed. This is a response from the Prime Minister, Tony Blair.
Thank you for taking the time to register your views about road pricing on the Downing Street website.

This petition was posted shortly before we published the Eddington Study, an independent review of Britain’s transport network. This study set out long-term challenges and options for our transport network.

It made clear that congestion is a major problem to which there is no easy answer. One aspect of the study was highlighting how road pricing could provide a solution to these problems and that advances in technology put these plans within our reach. Of course it would be ten years or more before any national scheme was technologically, never mind politically, feasible.

That is the backdrop to this issue. As my response makes clear, this is not about imposing “stealth taxes” or introducing “Big Brother” surveillance. This is a complex subject, which cannot be resolved without a thorough investigation of all the options, combined with a full and frank debate about the choices we face at a local and national level. That’s why I hope this detailed response will address your concerns and set out how we intend to take this issue forward. I see this email as the beginning, not the end of the debate, and the links below provide an opportunity for you to take it further.

But let me be clear straight away: we have not made any decision about national road pricing. Indeed we are simply not yet in a position to do so. We are, for now, working with some local authorities that are interested in establishing local schemes to help address local congestion problems. Pricing is not being forced on any area, but any schemes would teach us more about how road pricing would work and inform decisions on a national scheme. And funds raised from these local schemes will be used to improve transport in those areas.

One thing I suspect we can all agree is that congestion is bad. It’s bad for business because it disrupts the delivery of goods and services. It affects people’s quality of life. And it is bad for the environment. That is why tackling congestion is a key priority for any Government.

Congestion is predicted to increase by 25% by 2015. This is being driven by economic prosperity. There are 6 million more vehicles on the road now than in 1997, and predictions are that this trend will continue.

Part of the solution is to improve public transport, and to make the most of the existing road network. We have more than doubled investment since 1997, spending £2.5 billion this year on buses and over £4 billion on trains – helping to explain why more people are using them than for decades. And we’re committed to sustaining this investment, with over £140 billion of investment planned between now and 2015. We’re also putting a great deal of effort into improving traffic flows – for example, over 1000 Highways Agency Traffic Officers now help to keep motorway traffic moving.

But all the evidence shows that improving public transport and tackling traffic bottlenecks will not by themselves prevent congestion getting worse. So we have a difficult choice to make about how we tackle the expected increase in congestion. This is a challenge that all political leaders have to face up to, and not just in the UK. For example, road pricing schemes are already in operation in Italy, Norway and Singapore, and others, such as the Netherlands, are developing schemes. Towns and cities across the world are looking at road pricing as a means of addressing congestion.

One option would be to allow congestion to grow unchecked. Given the forecast growth in traffic, doing nothing would mean that journeys within and between cities would take longer, and be less reliable. I think that would be bad for businesses, individuals and the environment. And the costs on us all will be real – congestion could cost an extra £22 billion in wasted time in England by 2025, of which £10-12 billion would be the direct cost on businesses.

A second option would be to try to build our way out of congestion. We could, of course, add new lanes to our motorways, widen roads in our congested city centres, and build new routes across the countryside. Certainly in some places new capacity will be part of the story. That is why we are widening the M25, M1 and M62. But I think people agree that we cannot simply build more and more roads, particularly when the evidence suggests that traffic quickly grows to fill any new capacity.

Tackling congestion in this way would also be extremely costly, requiring substantial sums to be diverted from other services such as education and health, or increases in taxes. If I tell you that one mile of new motorway costs as much as £30m, you’ll have an idea of the sums this approach would entail.

That is why I believe that at least we need to explore the contribution road pricing can make to tackling congestion. It would not be in anyone’s interests, especially those of motorists, to slam the door shut on road pricing without exploring it further.

It has been calculated that a national scheme – as part of a wider package of measures – could cut congestion significantly through small changes in our overall travel patterns. But any technology used would have to give definite guarantees about privacy being protected – as it should be. Existing technologies, such as mobile phones and pay-as-you-drive insurance schemes, may well be able to play a role here, by ensuring that the Government doesn’t hold information about where vehicles have been. But there may also be opportunities presented by developments in new technology. Just as new medical technology is changing the NHS, so there will be changes in the transport sector. Our aim is to relieve traffic jams, not create a “Big Brother” society.

I know many people’s biggest worry about road pricing is that it will be a “stealth tax” on motorists. It won’t. Road pricing is about tackling congestion.

Clearly if we decided to move towards a system of national road pricing, there could be a case for moving away from the current system of motoring taxation. This could mean that those who use their car less, or can travel at less congested times, in less congested areas, for example in rural areas, would benefit from lower motoring costs overall. Those who travel longer distances at peak times and in more congested areas would pay more. But those are decisions for the future. At this stage, when no firm decision has been taken as to whether we will move towards a national scheme, stories about possible costs are simply not credible, since they depend on so many variables yet to be investigated, never mind decided.

Before we take any decisions about a national pricing scheme, we know that we have to have a system that works. A system that respects our privacy as individuals. A system that is fair. I fully accept that we don’t have all the answers yet. That is why we are not rushing headlong into a national road pricing scheme. Before we take any decisions there would be further consultations. The public will, of course, have their say, as will Parliament.

We want to continue this debate, so that we can build a consensus around the best way to reduce congestion, protect the environment and support our businesses. If you want to find out more, please visit the attached links to more detailed information, and which also give opportunities to engage in further debate.

Yours sincerely,

Tony Blair

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Categories: Privacy Tags:

Times Must Be Hard at Niketown

February 17th, 2007 2 comments

3 weeks ago I went in to Niketown in San Francisco to buy a new pair of running shoes – in a desperate bid to motivate myself i’ve bought one of those Nike Plus gadgets that plugs into my iPod.

I can’t stand running, but it is the only thing that makes a difference to my fitness levels (don’t suggest eating less junk!!!!!), so I thought that injecting a new gadget into the equation I may notice the running aspect a bit less.

Anyway – I gave up in Niketown SF as there were far too few sales assistants for the number of people wanting to try or buy something. So, I went in to the London one today, and guess what……far too few sales assistants for the number of people trying and buying.

This time I persevered, because I figured that as it is a Nike specific gadget I was buying, if anything went wrong i’d get better advice or service from Nike themselves. So, after ten minutes hanging around looking as if I wanted to buy something, a sales guy finally wandered over and that part of things went fine – I decided to buy a pair for about £65 (they would have been much cheaper in SF!!!!).

I then went to pay for them, guess what – 7 people in front of me at the payment desk and only two tills open.

So Nike – what am I missing? With the amount of people in buying you must be coining in the money – so what’s wrong with spending some of it to stop your customers having to hang around and waste time? Is it poor management, deliberate cost cutting, or deliberately hoping if we have to hang around we’ll buy more stuff. I’m voting for poor management ……

In gthe next installment……did the new shoes and gadget make any difference?

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Categories: Brickbats Tags:

Pay as You Drive Tax…

February 9th, 2007 No comments

If you don’t fancy being tracked by UK.gov as you drive around the UK then you should have a look at/ sign this petition (stored on the No 10 Downing St web site but surprisingly poorly promoted….).

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Categories: Privacy Tags:

Intention Data

February 9th, 2007 No comments

I know that intention data is going to become a bigger/ more important area in the customer/ supplier world – I just did not expect it to happen to the extent outlined in this article in The Guardian…..

Now if only I could buy one of those brain scanners and link it to a personal buying engine that would save a lot of hassle.

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Categories: Uncategorized Tags:

British Airways Taking Advantage???

February 4th, 2007 No comments

Much as BA are my much preferred airline, I can’t help but feel that they pushed their luck last week when they were in negotiations over a long-planned strike by their cabin staff.

I was in San Francisco, in theory the strike was not on the day I was due to fly, but about 6 days before my flight I got an e-mail from them saying that my flight had been cancelled and that I should re-book (at no additional cost).

Needless to say, whatever happened to me and my flight from that point on was going to be sub-optimal as I had chosen when to fly in the first place based on when suited me. But not only did I have to change plans, inevitably incurring additional costs and hassle – but from the minute I got their cancellation e-mail I had the feeling that I was being used as a negotiation ploy by BA in their discussions with the unions….if they could show that they had minimised the hassle factor of having people waiting around airports then the impact of the strike was going to be reduced.

Sure enough, as we all pretty much knew would happen – a compromise was reached, the strike was called off, and both sides breathed a sigh of relief. So everyone was happy…..not quite; as ever the hassle to customers was not that high on the priority list.

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Categories: Supplier Management Tags:

Gadget Lovers – Dream Market Segment for Telco’s and Postal/ Couriers Companies

February 2nd, 2007 No comments

…well that’s me just back from another trip to the Post Office to send back a broken gadget; that makes 5 in the last 2 months:

- my Palm Treo 650
- my wife’s Palm Treo 650
- my GPS gadget
- my heart rate monitor
- digital camera

Must be something about those of us prone to buying gadgets, but we certainly are becoming The Post Office’s and Telco’s best friends; each of these has meant a trip to The Post Office, and multiple long phone conversations….just to get what I had paid for in the first place.

In any case, i’ve had enough – no more gadgets for me for 18 months, i’ll live without them and no doubt feel better for it.

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Categories: Brickbats Tags:

What are the Worst Words a Customer Can Hear?

February 1st, 2007 No comments

There are many bad options, but the worst has to be that terrible phrase…. ‘I can only apologise, but………’ .

I’ve just had a dose of that phrase from O2 explaining why my GPRS service had not been working for a week, something to do with an engineer forgetting to do something at their end. So……i’m supposed to do without a service I pay for, spend over an hour tracking down someone prepared to resolve the issue and then another day before the service works again. And i’m supposed to feel better about it because someone ‘can only apologise’. Frankly I think they should do a lot more than that, like pay for my time, give me a credit for the service I did not receive; but no that does not seem to be an option.

Over the years, i’ve had the same wonderful phrase from BT, Scottish Power, British Gas, Apple and no doubt a plenty more i’ve forgotten. Perhaps Siebel or Salesforce.com could build the capability for a service rep to automate the phrase being dropped into a customer conversation at the appropriate time while they move on to the next call> that would save a bit more money…..and why not, it would not make the customer feel much worse than they do when they hear the phrase from a person.

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Categories: Supplier Management Tags:
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