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Focus groups have provided useful information for many multi-national organizations, including my former employer.  They have also been used by a variety of governments.  The information that they generate is only one piece of the data needed to develop a policy, or as I pointed out previously, a framework.  Knowing what is important to potential users is critical to knowing if they will pay to use the system.  Otherwise, you get a situation in which the "experts" cobble together a system that never pays for itself.  Focus groups were used to help put together the Medicare prescription drug program.  It is not a perfect program, but it is a good start.  Showing the cost of a service may be perceived as a negative if the numbers run against the interests of the viewer.  But I don't know a single business person or government official who ignores the cost of a service - government or otherwise - because they think discussing costs is negative.  It may be unpleasant, but it is the real world.
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