The availability of digital self-service in the public sector is expected to grow by 310% in the next three years saving £7,74m, according to new research.
A survey conducted by GOSS Interactive found that two-thirds of senior managers plan to have 50% or more of services delivered by online self-service by 2018, compared to 19% at the moment.
The survey found this move will save on average £1.42m in the next year, with 12% of respondents saying it will save £3m or more.
Rob McCarthy, CEO of GOSS Interactive, said: ‘In local government, there is a strategic move from shifting ad-hoc services to digital channels to having a cross-organisation “self-service platform approach”.
‘The next 12 months will be a critical time, with many organisations planning to significantly increase self-service to address budget deficits and improve service delivery. To this end, public sector organisations are working hard to deliver an integrated end-to-end approach to digital in general and self-service in particular.’
Rubbish and recycling is the area expected to be most affected by the shift towards digital self-service in the next year, followed by council tax, planning and housing.
