The quality of UK e-government services will be scrutinised in a new study by two national organisations, the Citizens Advice Bureaux (CAB) and Socitm Insight, the research arm of the Society of Information Technology Management (Socitm). The project aims to get better services for citizens by highlighting how the Government can improve their e-services. Under examination will be the role of intermediaries -- such as the CAB itself -- in facilitating the online delivery of information to people who don't own computers. The study will also look at the quality of e-government services in complex areas such as benefits, debt and employment.
Announcing the project on 10 September 2003, CAB e-government project manager Malcolm Taylor said: "e-Government should be a force for driving through fundamental improvements in public services, as well as making them faster and easier to use. This means understanding and responding to the real needs of service users, rather than simply putting a form online to meet a performance target."
This is the first research collaboration between the CAB and Socitm.
As a frontline organisation dealing with the problems of the public, the CAB is specially placed to access how web services can help the members of the public, especially those who don't own computers. Socitm represents members who provide public services, primarily in local authorities, but also in the police and fire services, housing authorities and other locally delivered public services.
Quelle: Kablenet
