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Digital Self-Service Survey 2015

Digital Self-Service could save each public sector organisation £8.5m over the next 3 year.


Download the Digital Self-Service Survey Report 2015/16

Percent of self-service in 3 yearsThe annual GOSS Digital Self-Service survey includes insight for Local Government, Central Government, NHS, NGOs, Charities and Housing Associations.

This leading survey of over 350 senior-level executives from across the public sector reveals insight into the benefits, barriers, cost savings and technology for delivering Self-Service for customers.


This must-read report contains key information for organisations looking to engage with customers on their website, increase Channel Shift: and see a significant return on investment.

The report includes:

  • Public Sector sectors
  • Job roles
  • Self-Service strategy development
  • Services that have the most impact on Self-Service
  • Percentage of services delivered today and aims for the next 3 years
  • Self-Service beneficiaries
  • Benefits to customers, organisations and staff
  • Accelerating Self-Service
  • Attitudes to Assisted Service
  • Improving online forms
  • Improving integration
  • Improving business process management
  • Savings to be made in the next 12 months