Noetica’s survey reveals that progress is being made, but more focus is needed on the deployment of services to citizens
Tony Blair’s pledge to make e-government an operable reality by 2005 received a boost today, with the results of a progress survey commissioned by Customer Interaction Management company, Noetica. Local authorities from across the UK were surveyed, collectively representing in the region of ten million citizens. The results have found that over a third of authorities claim to have 50-100% of services online by the end of 2002, suggesting positive progress is being made towards the deadline. This counters a recent report by the National Audit Office, which concluded that authorities will miss deadlines by a wide margin, the focus of its criticism being that the usefulness of government websites to citizens is low.
Encouragingly, the survey reveals developments towards the ideal of joined-up Government. Over two-thirds of survey participants currently collaborate with other authorities for online government, and say they have benefited from sharing resources and experience. In addition, the survey shows that 20% of local councils are providing council tax online, which is helping local government websites progress towards attaining transactional status. A recent report from SOCITM (Society of IT Management) revealed that the number of government websites that were transactional were very low, at a mere 1%.
Noetica’s commercial director, Keith Symondson, says, “Following the introduction of IEG Statements (Implementing e-government) that authorities had to produce by the end of July 2001, it is encouraging to see that progress is being made, and authorities are planning for and welcoming change. Although a high percentage of websites still only provide information services, 20% of local authorities allow citizens to pay their council tax online.”
Despite these obvious signs of advancement, there appears to be confusion over what services should be provided to the public. The majority of authorities surveyed do not know what the most important services provided to their citizens should be.
Symondson concludes, “Among the many findings unearthed by this survey lies a contradiction which probably stems from the term ‘e-government’ itself: Its literal meaning relating to electronic government services, its wider meaning relating to the deployment of better services to citizens. It is important to work with citizens to determine which services are to be made available on government websites. Online services must be specifically geared towards citizens in order to encourage them to use the Internet as a instrumental point of contact.”
A copy of the survey is available from Claire Adam or Natalie Johnson at MCC International.
Noetica is a Scandex Group company
Established in 1997, Noetica is a leading developer of innovative software solutions for successful management of any call centre. Noetica’s solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys’ key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).
Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada, Asia and the US. Noetica serves a broad range of industries, including the public sector, finance and telecommunications.
For further information on Noetica, please visit http://www.noetica.com
Synthesys is a registered trademark of Noetica.
Interviews, photography and further information are available from Claire Adam or Natalie Johnson at MCC International.
Claire Adam / Natalie Johnson
MCC International Ltd
Tel: 01962 888100
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