310% growth and £8.74m savings expected for public sector digital self-service by 2018
New research shows the availability of public sector services through digital self-service is expected to grow by 310% over the next three years, with public sector organisations expecting to save £8.74 million each over the same period.
A survey of 355 senior managers from across 256 public sector organisations reveals that two-thirds plan to have 50% or more of services delivered by online self-service in three years' time, compared with just one-tenth of survey respondents who already deliver more than 50%.
also reveals that organisations each expect to save on average £1.42 million from self-service in the next 12 months, with 12% expecting to save £3 million or more.
Digital self-service is expected to grow considerably, with survey respondents stating that on average 19% of services are available digitally today and that they expect this to grow to 50% of services within 3 years.
The survey revealed that rubbish and recycling is the service area expected to have the most impact for digital self-service in the next 12 months. Council tax, planning and housing are also high priority strategic areas for the online self-service agenda.
Rob McCarthy, CEO, GOSS Interactive, said:
In local government, there is a strategic move from shifting ad-hoc services to digital channels to having a cross-organisation 'self-service platform' approach. The next 12 months will be a critical time, with many organisations planning to significantly increase self-service to address budget deficits and improve service delivery. To this end, public sector organisations are working hard to deliver an integrated end-to-end approach to digital in general and self-service in particular.
"Even today, analysis of GOSS clients' web traffic shows that upwards of 40% of public sector transactions take place outside office hours and that figure is only set to increase. To meet these challenges, digital self-service is no longer optional - it is essential.
Many organisations are already beginning to successfully accelerate online self-service to achieve significant cost savings and improve customer service.
Paul O'Rourke, Performance Manager, Wolverhampton City Council, said:
By making tip permits available through online self-service, we've achieved over 180 monthly requests, removed administration tasks, improved recycling centre management and delivered a 24/7 service with SMS reminders for customers. We achieved return on investment in less than two months.
Mandy Jones, Customer Demand and Research Manager, Colchester Borough Council, said:
We have already achieved a 56% improvement in online engagement in the first few months after launching a new top task website and cutting 400 pages down to just over 1000.
It has laid the groundwork for us to introduce wider digital self-service and has helped us realise £300k of savings last year. We're on budget for £400k savings this year.
More examples of successful online self-service delivery are included in the full Digital Self-Service in the Public Sector 2015 report, .
Digital Self-Service in the Public Sector 2015 is the largest benchmark survey of its kind in the UK. Devised and conducted by GOSS Interactive, it reveals organisations' approaches to self-service, the benefits they are already achieving and their plans to accelerate digital self-service in the coming months and years.