Learning from Better connected 2009
Tuesday 5th May 2009
Socitm Insight has published a new briefing based on research in its annual report on council websites.
One of its main
messages is that customer self-service must move sharply up the agenda
if councils are to meet future demand for services against a background
of static or falling budgets.
However, the briefing also highlights the fact that failure rates for council web enquiries are high - between 10 and 40 per cent - so that many web enquiries become a source of wasteful 'avoidable contact' rather than a means of reduced 'cost-to-serve'. An event called 'Learning from Better connected' will take place in Birmingham on May 19th.
Download Briefing: Learning from Better Connected 2009
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