Conducted by research company iGov, the survey found gaps in the digital strategies of government entities. Unless addressed proactively, these deficiencies might impede the public sector’s ability to deliver responsive and inclusive citizen services for the long term. The findings are published today in a report by eGain, entitled ‘Delivering Inclusive Services in the UK Public Sector’.
Findings from the survey include:
- While cost-reduction and efficiencies are the most significant drivers for digital transformation amongst survey respondents, public sector entities don’t currently have a complete and accurate view of citizen interactions or experiences across touchpoints. For instance, 82% are unable to track citizen journeys from start to finish, making it difficult to recognise discontinuities across touchpoints and reduce abandonment.
- The findings also highlight a need for long-term planning for digital transformation: 64% of organisations surveyed do not have a channel shift strategy in place today and only 16% have assessed potential take-up of new service delivery methods through digital touchpoints.
- The complete range of citizen needs such as inclusive services as well as the responsiveness of service has not yet been fully considered.
“When citizens go across digital touchpoints or if a service journey involves multiple steps, they often have to repeat context or figure out answers from inconsistent service,” said Mark Fenna, Head of Public Sector at eGain and author of the report. ”A unified citizen engagement hub, powered by consistent knowledge, will enable connected, relevant and fruitful journeys and help win their trust.”
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