Public shows caution over online services
Kable
Published: 06 Jul 2009 15:35 BST
The public is reserving judgement on the idea of taking crucial public services online, according to a newly published survey.
The National Endowment for Society, Technology and Arts (Nesta) has published the findings as part of the Reboot Britain campaign, which is pushing the potential of a digital society following the government's publication of the Digital Britain report.
The figures show that, of 1,092 people questioned between 23-26 June, over half are reserving judgement on the wisdom of moving a large number of service online. In response to the question: 'Do you think switching as many public services and facilities as possible online is a good thing?', 57 replied 'Maybe', with 22 percent saying 'Yes' and 21 saying 'No'.
Respondents also showed some caution over the speed of change. Only four percent supported the idea of making the switch as soon as possible, while 74 percent felt should it happen within the next five years, 18 percent said it should take up to 10 years, and three percent favoured up to 20 years.
The findings suggest that, while the public is not openly hostile to a greater reliance on online services, they do not share the enthusiasm that underlies the government's strategy. It may prove difficult for a government to sell the idea of more online self-service, despite the success of examples such as self-assessment for tax returns and renewing road tax.
Despite this, most respondents showed an appreciation of the advantages claimed for services. Asked why they could be a good thing, majorities agreed with a number of suggestions: that they would save time (84 percent); they would make services easier to access (60 percent); they would meet their personal needs (57 percent); they would save public money (56 percent); and they would save the user's money (56 percent).
There was only minority support, however, for the idea that they would help things run more efficiently (39 percent), or that they would make it easier for users to provide feedback on a service (39 percent).
People also indicated concerns over problems with privacy, security and ease of use. For each issue, about 50 percent of respondents said they would be "somewhat" of a problem, while about 40 percent rated it a "high problem".
Despite the mixed picture to emerge from the figures, Nesta has stated its support for an increased emphasis on online services.
Its chief executive, Jonathan Kestenbaum, said: 'It's clear that the UK is committed to an online future. We've got to use this to our advantage by making our public services accessible to people. Our economy will depend on it."
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