Monday 19 Nov 2012 @ 12:15
SOCITM (Society of Information Technology Management)
SOCITM (Society of Information Technology Management)
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The Government Digital Strategy and local public services
What might local public services take from the new Government Digital Strategy unveiled by the Cabinet Office on 6 November, asks the latest briefing from Socitm Insight.
The new Government Digital Strategy: what should local public services take from it? begins by reminding readers that the strategy has been written for central government, and goes on to describe key differences in the governance of local public services, the nature of the services themselves, and the ways in which they are delivered to citizens.
That said, Socitm believes that publication of the new Government Digital Strategy provides a good opportunity to review thinking about digital services in the local public sector and to draw on a number of its principles and actions that local public services would do well to apply.
The need to base service decisions on accurate and timely management information (or as the strapline says, 'data trumps intuition') is one key principle in the strategy that Socitm believes must be better applied locally.
Under the strategy, government departments will be required to submit data that will enable measurement of service performance around four key indicators: cost per transaction; user satisfaction; transaction completion rates; and take-up levels.
Socitm Insight says that every local public service should run a similar dashboard, comprising at least these four critical indicators and use it as the way of measuring the impact of channel shift for reporting to top management. Socitm provides the necessary tools to do this through its Website take-up and Channel value benchmarking services. Socitm Insight also recommends that every local public service organisation collects systematically information about their top ten or twenty services by volume and adds this to their dashboard.
The new Government Digital Strategy: what should local public services take from it? is available free of charge to Socitm Insight subscribers.
