UK citizens are keen to use public services on the internet but are unaware of what they can do online, according to research from Parity and Coleman Parkes.
Ninety-two per cent of those with internet access at home said that improved awareness of local and central government online services would encourage them to use them more often. Eighty per cent would prefer to find information about local schools online rather than over the phone or in person, and 67 per cent would prefer to pay council tax and road tax online.
However, actual use of government services online lags behind their commercial counterparts. Forty-one per cent of people had paid their car tax online and 22 per cent had paid council tax online compared to 92 per cent who shop online, 81 per cent who use online banking, and 42 per cent who use supermarkets online.
Few people (3%) cited security concerns as an inhibitor. Lack of awareness was the biggest factor holding back increased use of web-based services among those who had used the services within the past year.
Alwyn Welch, CEO at Parity, said the government must take action to improve take-up of services if it wants to make efficiency savings: "The government's agenda for IT must include strategies to improve communication about how to use online services and what's available, as well as improving search functionality, navigation and ease of use.
"Most importantly, local authorities and central departments alike must listen to what the public wants to do online and provide those services, not just the ones that are easy to move online or help them tick a box."
Changes that people would like to help improve their experience of local and central government websites include more information about what can be done online (62 per cent), better search functionality (55 per cent) and quicker response to questions (54 per cent).
Source: Parity news release
