Citizens are not being directed to use self-service tools which could reduce costs for local government

R E L A T E D C O N T E N T

Local government failing to harness the web

Self-service tools not being sufficiently promoted, says survey

Phil Muncaster, Computing 13 Oct 2008

Local authorities are failing to tap the potential of their web sites to reduce costs and create more efficient ways to serve citizens, according to new research from IT operations management firm Avocent.

The survey found that, although citizens are generally keen to access information posted online by their local authority, they are not being directed to use self-service tools which could reduce costs for local government.

While nearly all respondents had visited a council web site, only eight per cent said that they had been encouraged to access services online. As a result, fewer than half had actually used self-service tools for services such as refuse collection.

In addition, 85 per cent of respondents said that they would be more likely to access internet-based council services if they knew that a system was in place to track their online queries.

"Survey results indicate that local government is failing to take advantage of potential savings for taxpayers offered by online self-service," said Ben Grimes, chief technology officer at Avocent.

"Citizens are enthusiastically accessing information on local government web sites, but are not logging their enquiries and issues online because of a lack of confidence that they will receive the same service online as in person or by telephone."

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