Laura Sharman 20 July 2016

Councils predict two-thirds of services to be online in next three years

Local government expects to deliver more than two-thirds (68%) of services online by 2019, a new survey has revealed.

The research, conducted by GOSS Interactive, found 31% of services are now delivered online by councils, up from 22% last year.

It also showed that digital self-service in local government is expected to grow by 120% within the next three years.

Two-thirds of councils surveyed already have a digital self-service strategy in place, delivering expected savings of an average £900,000 in the next 12 months.

Rob McCarthy, CEO, GOSS Interactive, said: 'It’s promising to see the amount of services being delivered online is steadily increasing. This is broadly in line with our expectations.

'Councils must pick up the pace in moving services online if they are to realise the significant amount of change required to meet budget pressures and radically improve the online experience for citizens to help drive that adoption.'

The survey showed that councils are split in how they are moving their services online. Half are adopting an 'evolutionary' approach by moving services one at a time with each department selecting its own technical solution. The other half are taking a ‘revolutionary’ approach by deploying a single digital platform to migrate all services to digital channels.

Mr McCarthy added: 'An evolutionary approach is lower risk and the success of the first services can be used to develop a business case for other solutions. This however, typically leads to a proliferation of systems and interfaces, which causes problems in streamlining the customer experience and becomes expensive to run in the long term.

'Deploying a single digital platform to deliver all services in a unified system allows for a more coherent, planned approach. Although a potentially larger initial investment, it can realise a faster and consistent return on investment.'

SIGN UP
For your free daily news bulletin
Highways jobs

Income Officer Financial Transactions

City of York Council
Grade 5 Level 1 - 4 (GBP24,629 to GBP25,779 per annum)
An exciting role has become available in our busy Financial Transactions Team. York, North Yorkshire
Recuriter: City of York Council

Chief Operating Officer

Babergh & Mid Suffolk
£105,880 - £126,656 (plus national pay award)
Together we are building a more resilient, sustainable future. Suffolk
Recuriter: Babergh & Mid Suffolk

Assistant Director Future Basildon

Basildon Borough Council
Up to £93,101
Make Basildon a place that always delivers above and beyond. Basildon, Essex
Recuriter: Basildon Borough Council

Assistant Director of Finance and Governance (Section 151 Officer)

Basildon Borough Council
Up to £111,905
Make Basildon a place that always delivers above and beyond. Basildon, Essex
Recuriter: Basildon Borough Council

Strategic Director of Sustainable Futures

Basildon Borough Council
Up to £138,943
Make Basildon a place that always delivers above and beyond. Basildon, Essex
Recuriter: Basildon Borough Council
Linkedin Banner

Partner Content

Circular highways is a necessity not an aspiration – and it’s within our grasp

Shell is helping power the journey towards a circular paving industry with Shell Bitumen LT R, a new product for roads that uses plastics destined for landfill as part of the additives to make the bitumen.

Support from Effective Energy Group for Local Authorities to Deliver £430m Sustainable Warmth Funded Energy Efficiency Projects

Effective Energy Group is now offering its support to the 40 Local Authorities who have received a share of the £430m to deliver their projects on the ground by surveying properties and installing measures.

Pay.UK – the next step in Bacs’ evolution

Dougie Belmore explains how one of the main interfaces between you and Bacs is about to change.