Customer Access Improvement Service Briefing Issue 5

Produced by: Socitm Insight

Type: Briefings

Welcome to the fifth briefing and results summary from the Customer Access Improvement Service. We set out to take a broader look at customer access issues across the three key channels - web, phone and face-to-face - that are covered by the Customer Access Improvement Service.

The Customer Access Improvement Service is a marketing partnership formed by Socitm Insight and rol (developers of the GovMetric service) in April 2008 to promote a comprehensive solution to measurement and performance improvement about customer access to public services.

In earlier years we have produced two briefings in the year, covering the previous six months, but from 2011 we will produce one fuller briefing covering the whole of the previous calendar year. This makes it easier to report annual trends and to reflect the results from one single version of the Website take-up service questionnaire, which changes each January.

The context for this latest briefing is clearly set by the appointment of Martha Lane Fox as the new UK Digital Champion that also led to the Race Online 2012 campaign and her strategic review of Directgov, with the aim of increasing the number of people using the internet and of transforming government websites to our key services online.

Last modified: 24th May 2012