Mark Fenna 06 March 2014

Is the public sector Ready for 'Digital by Default'?

In just over two decades the Internet has become a huge part of our everyday lives. Today 82% of adults in the UK are online. Completing transactions online has become second nature, with more and more of us going online for shopping, banking, information and entertainment.

Why? Because online services tend to be quicker, more convenient and cheaper to use.

However, government based services have stood out by their failure to keep up with the digital age. While many public sector organisations now deliver their services online as a matter of course, the prevalence of digital public services is far behind that of the private sector.

Conducted by research company iGov, a nationwide survey of over 400 public sector decision makers across 328 organisations points to gaps in the digital strategies of the public sector. For example, 64% of those surveyed don’t have a digital transformation strategy, or even know what one is. This is a worry statistic given the government’s digital agenda.

The report also highlights how 82% are unable to track end user journeys from start to finish, making it difficult to recognise discontinuities across touch points and reduce abandonment. Additionally, 23% lack an assisted digital policy, or the means by which to assist end users through their digital journey.

Unless addressed proactively, these deficiencies might impede the public sector’s ability to deliver responsive and inclusive end user services for the long-term. An answer: a unified end user engagement hub, powered by consistent knowledge, will enable connected, relevant and fruitful journeys and ultimately help win their trust.

Mark Fenna is head of public sector at eGain

SIGN UP
For your free daily news bulletin
Highways jobs

Interim Head of Fostering

Tile Hill
Negotiable day rate
We are working with a local authority client in London who is looking for an Interim Head of Fostering, the local authority was last inspected as “... London (Central), London (Greater)
Recuriter: Tile Hill

Interim Head of Children in Care and Care Leavers

Tile Hill
Negotiable day rate
We are working with a local authority client in London who is looking for an Interim Head of Children in Care and Care Leavers, the local authority... London (Central), London (Greater)
Recuriter: Tile Hill

Head of Regeneration and Economy

City of York Council
£59,593 - £68,094
York is a wonderful place to live and work and it is quite rightly famous across the globe. York, North Yorkshire / Hybrid
Recuriter: City of York Council

Clinical Lead, North Essex

Essex County Council
Negotiable
Clinical Lead, North EssexPermanent, Full TimeUp to £57,869 per annumLocation
Recuriter: Essex County Council

Assistant Director Legal,&Governance/Monitoring Officer

Rochdale BC
£70,340 - £81,589
The Assistant Director role has breadth of responsibility beyond legal services incorporating Constitutional and Democratic Services Rochdale, Greater Manchester
Recuriter: Rochdale BC

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.