This timely benchmarking survey from GOSS Interactive reports the challenges facing the public sector. There is wide adoption and planned adoption of a range of digital channels and many good cases of best practice and examples of social media or digital engagement that respondents were proud of.
Delivering services and information online is well documented as being the most efficient method for delivering services and communication messages. The report shows that 76% of respondents are under pressure to reduce administration costs, and 68% think digital engagement and social media can contribute towards efficiency savings, but that only 43% are using web analytics to measure the effectiveness of their activity.
A range of opinions were also expressed showing attitudes to and use of social media by public sector organisations. These illustrated an array of experiences and understanding embedded within these organisations as highlights by the following quotes:
"The wonderful thing about social media is the ability to 'speak' directly with the people we serve. We have fantastic unsolicited positive feedback, responses to action and the ability to just chat and learn about each other." Marketing Manager from Third Sector organisation providing services to the public sector.
"When people consider digital communications to be safe, secure and usable I might consider investing in this but until then (I guess 25 years), it is not sensible." Councillor from a Borough Council
Rob McCarthy, CEO, GOSS Interactive, adds "Engaging with citizens digitally is by far the most efficient channel for interactions. By understanding the challenges that public sector organisations are facing and the successes they are reporting, strategies can be developed to maximise the opportunities whilst reducing costs."
The report was produced by Madeleine Sugden (http://bit.ly/mdlin / @madlinsudn) on behalf of GOSS Interactive.
Download you copy now
