The promise of digital self-service has long been apparent. Already, the private sector is leveraging innovation to empower customers and deliver core services in the way that best suits the end user. There’s now an expectation that all services be digitised and accessible wherever we are.
But can citizens expect the same from the public sector?
To date, public sector uptake has remained relatively low. In 2015, a survey of public sector professionals found that two-thirds (66%) believed their organisation would digitise 50-100% of its services by 2018. However, a subsequent 2018 study revealed that only 11% had brought 50% or more of their services online.
In recent years, the transition to digital has accelerated – not least in response to the global pandemic, which reprioritised digital self-service across the country. And so, as thoughts turn to recovery, the provision of essential services and the evolving citizen experience, what does the self-service picture look like today?
Public Sector Attitudes Towards Digital Self-Service in 2022 was conducted by Surveys in Public Sector in partnership with Target.
The consultation period ran from Tuesday 29th March 2022 to Monday 16th May 2022. In total, 176 individuals from 154 unique organisations participated in the survey, representing a broad cross-section of job functions across the UK public sector.
We were keen to find answers to the following key questions to understand the direction of travel for digital adoption across the public sector:
Do public sector professionals view digital self- service as a significant priority?
What do they see as being the most substantial benefits and barriers to uptake, for organisations and end users alike?
In the midst of a pronounced cost of living crisis, what additional self-service measures are public sector organisations putting in place to support citizens – and where does open banking fit in?