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Section Divider: Heading intro here.
Public Services in the Digital EconomyHelen Milner
Chief Executive, Online Centres Foundation
21 February 2012
“If all UK digitally excluded adults got online and made
one digital contact each month, this would save the Government £900 million
per year”
PwC & Martha Lane Foxwww.raceonline.org/research
Macro-economics: Benefits to UK plc
How do employers feel about IT skills
• 72% of employers wouldn't even interview entry level candidates who didn't have basic IT skills
• This rises to the higher levels of 74% in Middlesbrough, 78% in Nottingham and 82% in Newcastle and Gateshead
ICM/UK online centres survey, February 2012
Digital by Default is a change programme not a technology project
Replacing inefficient offline channels with an online equivalent won’t be the answer. Digital by Default is an opportunity to improve services at the same time as moving them online.
Why do we need to put public services online?
"It used to cost government over £10 to process a driving license application or a
self-assessment tax form. Online, the cost is less than £2."
George Osborne 16.05.2011
Nobody comes in and asks to use online Government Services … 43% do shift
1m online for £30m: How are we* doing?* UK online centres
April 2010 – Feb 2012
We can’t put all services online because there are 8m people
offline. Right?
Wrong
Build in “assisted digital”• Where Departments offer a good fully digital
service; Government and its Delivery Partners will offer Assisted Digital services to help people who: - Should use the online service (but don't)- Could use the online service and need support to overcome their barriers to using it - Cannot, and can’t ever use digital services
What can you do?• Leadership: Engage your senior managers• Strategy: Where does digital inclusion & digital
by default fit in your strategy?• Plan: Embed in other plans, have small realistic
goals• Help is at hand: Centres, go-on.co.uk website,
volunteers & resources, campaigns
That’s how we deliver channel shift
