ESD toolkit – electronic service delivery

The ESD toolkit is a fine example of public sector stuff that concerns me http://www.esd.org.uk/esdtoolkit/default.aspx
A colleague was guiding me around the site and there was a page for listing all the authority’s services, with it’s appropriate performance indicators, related projects, officers..etc..Although I can understand the merits of having this kind of information in one place… I have to ask the question why? It’s a massive amount of data to collect and maintain, but whose going to look at it other than a couple of corporate based officers? It’s not sexy or easy to use, so the service managers are not going to look at it, well they might when they first enter the info, but they will soon move on to other things. But more importantly – how does it help the customer? I realise we’ve got to collect PI’s, but isn’t it all about outcomes, shouldn’t we be concentrating our efforts on measuring what we’ve actually achieved for the customer, not our outputs?