Gov't urged to prioritise inclusive web services

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• Departments,
• Websites,
• Committee,
• Centres

Kable

Published: 29 Apr 2008 09:37 BST

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The government must ensure those without web access are not excluded from public services, according to the Public Accounts Committee.

Edward Leigh, chair of the committee, said officials should guard against focusing on the "sunlit digital uplands", given that 75 percent of socially excluded people and 50 percent of people on low incomes have no access to the internet or do not use it. "They must not be left behind as the government's use of the internet gathers pace," he warned.

The committee, in its report Government on the Internet published on 29 April, 2008, says the Chief Information Officers Council should ask all departments and agencies to develop access channels that take into account people without internet access by the end of this year. It also says departments should then have to update the council every three years.

The findings show it is often difficult for people with disabilities to use government websites, because a third of them do not comply with official accessibility standards. All government websites must meet the accepted industry standard by 2011, says the committee.

Although internet services are generally cheaper than more traditional ways of delivering services and information, the committee found the government does not know how much it is saving through internet services, nor whether any savings are being used to improve services for people without web access.

"There is a risk that some people will not benefit from the government's drive to expand use of the internet for delivering public services and social exclusion may be reinforced," according to the report.

A network of 6,000 UK Online Centres are available to help people, especially those on low incomes, to access public services online. The committee calls on the Department for Innovation, Universities and Skills, which sponsors the centres, to specify levels of service that users can expect from the centres. This could include standards for basic IT training, or personal support in using government e-services.

The government estimates that it spends £208m a year on delivering services and information online, such as the renewal of vehicle excise duty, the filing of tax returns and for the matching of applicants to jobs.

However, a quarter of government organisations are unable to provide data on the cost of their websites and more than 40 percent can only provide an estimate. The findings also show 16 percent of government organisations do not have a good knowledge about the users of their websites. Even where user data is being collected, it is not always used to inform and improve websites.

A single set of measures for analysing data, such as that used by Transport for London to improve services, should be developed by the Central Office for Information and the Cabinet Office, the report recommends.

"The time has long passed for getting a firm grip on the growth of government websites which has been almost uncontrolled," said Leigh.

"The streamlining of web services around the key websites Direct.gov.uk and Businesslink.gov.uk is a very welcome development. It is essential that the Department for Work and Pensions, the department responsible for these sites, should arrange for regular independent reviews of how they are developing and the associated risks."

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