National Indicator 14 is one of the 198 indicators that Local Authorities are assessed on as of from April 2009. In fact the new National Indicator is timely due to the fact of the re-organisation that has been on going in at least 6 counties within Local Government with the emergence Unitary Authorities such as in Cheshire or Shropshire.
What the NI14 means is to reduce un-avoidable contact between a resident and the Local Authority. So for example if the resident has to chase the Local Authority for a service request which he/she had originally asked for in a earlier exchange, then this is a un-avoidable contact and contrary to the NI 14. National indicator 14 has been developed with the Cabinet Office and Department of Communities and Local Government.
And this is one of the reasons why Web Labs have produced the new E-Service Desk, which has already seen action with Reading and Fylde Borough Councils. E-Service desk plays complete attention to the NI14 particularly on the customer service efficiency and a lower long-term cost basis.