Channel management, take-up and efficiency
Produced by: Socitm Insight
A pre-CSR07 briefing for elected members, chief executives and senior managers.
The Comprehensive Spending Review (CSR07) is coming, and with it even greater pressure to cut costs and be efficient. One of the few ways to succeed will be to exploit self-service and make websites do the work, as advocated by, among others, Sir David Varney in his recent report on service transformation. How can this be done?
Our recent research points the way: here, we summarise the key findings. The potential now exists for councils (like other public service organisations) to achieve significant efficiency gains by shifting the public away from the more costly phone and face-to-face channels that they have traditionally used to interact with government organisations, towards the low-cost, self- service, website channel.
Since the start of 2007, we have been collecting valuable management information from four interconnected research projects that together demonstrate clearly that the time is right for local authorities and others to seize these gains. However, the research also suggests that there is a real danger this opportunity will be lost because of lack of corporate engagement with this vital area.
This briefing highlights the opportunities available for local authorities and others in the public sector from exploiting the considerable investments that they have made over the last few years in delivering information and services through their websites.
Achieving the cost-saving potential depends on three key questions for each public sector organisation:
- What is the quality of information and services available through your website?
- How willing is the public to use your website?
- How determined is your organisation to get your customers to make the switch?
The findings of four related pieces of research from Socitm Insight provide evidence to enable your organisation to answer all these three questions.
Last modified: 19th January 2010
Channel management, take-up and efficiency (154.05 KB PDF)