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
