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As public sector organisations face up to a combination of shrinking budgets, rising costs and increased demand, delivering services through self-service is becoming an essential cornerstone of the digital transformation necessary to improve service delivery whilst reducing costs.
Delivering services online is at the heart of many companies and organisations and Customer expectations are continuing to be led by larger websites.
In order for businesses to deliver increasing value to their customers, they need to understand the customer's needs while offering them a complete digital user experience.
When a business is providing a complete online user experience for their customers, getting the digital self-service platforms to the necessary level of integration is a major objective in improving customer satisfaction.
Digital Self-Service in the Public Sector 2016, one of the UK's largest surveys of its kind, demonstrates the dramatic rate of change expected within public sector online service delivery by 2019.