NGMsGhost wrote on Aug 21^st, 2008 at 6:04pm:

Exactly. The vital difference between consumer-driven and equitably delivered taxpayer-funded services is being lost.

NGMsGhost wrote on Aug 21^st, 2008 at 6:04pm:

A readily accessible and easily understood list of primary numbers with advanced features (requiring use of non-geographic 03 numbers) may offer advantages to all. For simple contact with numerous specific teams there is little justification for the use of non-geographic numbers and the consequent cost of advanced features.

NGMsGhost wrote on Aug 21^st, 2008 at 6:04pm:

As I understand it, the Contact Council is an organ of the Cabinet Office charged with delivering improvements to the delivery of public services by all public bodies (not just central government). It is made up of members appointed to represent all areas of the public sector. The CCA is an open membership trade association serving the interests of all call centre operators, in all sectors.

Whilst one may draw from the other, and they may be seen to work together on common issues, there should be no case for any type of fundamental relationship as the two have quite different purposes. The Contact Council serves users of public services, the CCA serves call centre operators. Whilst the two interests are not necessarily opposed, they are not necessarily the same. The potential for conflict, e.g. over how services are funded, means that they must be kept separate.

The CCA would rightly seek for net operating costs to be kept to a minimum, by any legitimate means that is compatible with relevant service standards. The Contact Council has a duty to ensure that this is not done at the expense of service users, except where it is proper to levy fees for public services.