Posted by Pete Stevens 22nd January 2010 1min 21secs
SOCITM Insight's report on website take-up and channel benchmarking has some interesting results.
"Councils must recognise that self-service is an important means to providing services at much lower cost."
"Channel shift will only work if websites work right first and every time."
"Websites are underinvested."
Channel costs - cost per transaction
Face-to-face £8.23
Telephone £3.21
Website £0.39
A shift from face-to-face to websites creates a 95% cost saving.
4.4 million, or 42% of those surveyed, reported that they are not finding, or partly finding the information they are looking for on a council website. This can result in avoidable contact (NI14) as users have to try another channel to find the information they are seeking. Again costing the council additional money.
