Since its introduction some years ago, eGovernment has become
the norm for many, both for local authorities and the wider
community.
According to the Cabinet Office, 97% of all services were
available online. Since then, its use has increased significantly -
79% of vehicle registrations are now filed electronically; more
than 60,000 claims have been issued using the court service's Money
Claim Online and the number of tax returns filed online has
soared.
The government has done what it set out to achieve by setting
the eGovernment wheels in motion and now it should leave individual
local councils to respond appropriately to meet the needs of its
citizens. One concern remains, however - if local councils no
longer have a target to work to, is there a danger that authorities
will become complacent?
From our experience of working with local councils on a
day-to-day basis and, from customer feedback, we’re aware that the
concept of e-government is now firmly embedded in our culture.
There’s an understanding that investment doesn’t stop here, but
government bodies do need to continue to build on the hard work and
foundations that have already been laid. They need to share
expertise and best practice, maintain awareness of, and continue to
invest in new technologies, to improve citizen experience and
understanding.
It’s about citizens
Following the findings of a recent roundtable debate chaired by
us, citizens are more aware of e-services than ever before, but
increased awareness and understanding are still key. It’s also
important to remember that ‘eGovernment’ is about citizens too, not
simply about councils hitting government targets. Citizens still
need to be continually educated about what’s available to them and
how they can benefit from modern and developing technologies.
This can be accomplished in many different ways, whether through
a local newsletter making reference to a council website, or
organised discussion groups designed to provide information about
local access points. For example, citizens need to be assured that
there will also be advisers at hand and, more importantly, where
the access points are. Local meetings and focus groups are also an
effective way of bringing people together to identify opportunities
and discuss gaps in society. The digital divide could be lessened
in this way, encouraging an increase in ‘joined- up’ thinking and
encouraging social inclusion.
eGovernment is now the norm and eGovernment is government. The
aim now is to ensure we don’t undo the hard work that’s achieved
such positive results and to move forward, with developing
technologies, to make sure the public benefit from the services
readily available to them.
