More Is Needed From Online Government Services

May 02, 2014

Although online government services are proving popular, the public claims more needs to be done, according to a new study.

Business advisory firm Deloitte and research company YouGov surveyed 5180 adults in the country, of which 88% of people said they were open to online services with an appetite for more options.

Of those surveyed, 59% said they would like to pay fines, bills and taxes online, but only 39% currently do so.

Similar results were found in the health sector, with only 20% of the 46% saying they wanted to be able to book appointments online actually doing so.

According to Deloitte, this suggests people would like access to more options online.

Data Security Presents Major Concern

However, 17% of those polled claimed that they were worried about their security and Whitehall’s ability to protect it and privacy fears led them to avoid government dealings on the Internet.

Despite this, only 3% of participants said they preferred to access services exclusively offline. Of this 3%, 42% said that data sharing was the main barrier.

Respondents felt that sharing data across the government would not lead to improved services, with only 18% saying it would and 20% saying it wouldn’t save taxpayer money.

A further 33% believed their data would be misused if shared.

The majority (75%) of those polled said that the most important feature of online government services is strong data security.

This was closely followed by simplicity (70%), saving time (68%) and saving money (66%).

Only 9% of participants said they had confidence in the government’s ability to deliver IT project and just 6% said they believed it be delivered on budget.

More Work Needed To Truly Be “Digital By Default”

“To truly realise its digital by default goal, government needs to build trust and offer online services, with support available, that are so well-designed that people opt to use them instead of offline alternatives,” claimed Joel Bellman, Deloitte public sector director.

“Online services should be intuitive and should bring government closer to people so they make a deliberate choice to opt for them,” he added.  




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