A lack of support from councillors is hindering local authorities’ moves to deliver services online, a new survey has found.
More than three-quarters of respondents from across 49 local authorities blamed councillors for slow progress in their channel shift programmes.
Two-thirds of respondents said councillors were concerned that going digital excluded residents.
A spokesman for Kana, which provides customer service platforms to local government and carried out the survey, said: ‘Public sector organisations provide digital access to services as a way of not only giving their customers what they want but also reducing their own cost of service delivery.
‘But while every public sector organisation has implemented some form of channel shift strategy, most would say they have not met their intended economic outcomes.
‘This research by Kana reveals the real barriers to success.’
