Corporate, not citizen priorities could mar progress with channel shift


22 April 2013


"The key to boosting the pace of channel shift is ensuring a consistent user experience"

A research report published on Friday 19 April 2013 has revealed that a failure to focus strongly on user priorities for online digital public services; lack of detailed strategy; and lack of engagement from politicians are among barriers to progress towards 'channel shift - a term used to describe the move towards use of digital services - outlined in research published today by UKAuthority.com.

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The research was carried out in October 2012, working with the Government Digital Service, the Society of IT Management (Socitm) and Capita to survey 239 people from 173 public sector bodies. It was designed to assess the range and pace of activity in shifting UK public services online against a backdrop of budget cuts, the launch of the online government services portal GOV.UK and the publication of a Government Digital Strategy.
"The key to boosting the pace of channel shift is ensuring a consistent user experience"

Corporate, not citizen priorities could mar progress with channel shift

A research report published on Friday 19 April 2013 has revealed that a failure to focus strongly on user priorities for online digital public services; lack of detailed strategy; and lack of engagement from politicians are among barriers to progress towards 'channel shift - a term used to describe the move towards use of digital services - outlined in research published today by UKAuthority.com.

The research was carried out in October 2012, working with the Government Digital Service, the Society of IT Management (Socitm) and Capita to survey 239 people from 173 public sector bodies. It was designed to assess the range and pace of activity in shifting UK public services online against a backdrop of budget cuts, the launch of the online government services portal GOV.UK and the publication of a Government Digital Strategy.

The key to boosting the pace of channel shift, according to many respondents, is ensuring a consistent user experience - cited by some 87.6% of respondents. Measuring user feedback was mentioned as a key activity. However, the importance of user focus could be undermined by apparent discrepancies in channel shift priorities between managers and the citizens who use the services.

Overall, it reveals a picture of steady digital service development and channel shift across all service areas. However the survey found some "significant concerns" including a lack of detailed strategy for channel shift on the part of many public sector organisations.

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