Keynote: how to save millions by moving online #BPCW11

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Keynote: 'How to save millions by moving online', at Building Perfect Council Websites 11, 14 July 2011 #BPCW11 Speaker: Chris Chant

Keynote: 'How to save millions by moving online', at Building Perfect Council Websites 11, 14 July 2011 #BPCW11 Speaker: Chris Chant

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  • 1. Hosted by: KeynoteHow to save millions by moving online Chris Chant, Director of Digital, Cabinet OfficeCo-Chairs:Dan Jellinek, Editor, E-Government BulletinMartin Greenwood, Director, Socitm Insight Programme Gold Sponsors:
  • 2. How to save millions bymoving services onlineChris Chant, Government Digital ServiceMaking government work better 15/07/2011
  • 3. The digital ecosystem• More than 40 million adults (80%) in the UK now use the internet.• 30 million people using it every day.• 99% of 16-24 year olds and 96% of 25-34 year olds now online.Office of National Statistics bulletin on Internet Access (2010)
  • 4. The digital ecosystemFor the majority of the population, digital channels are the default for communications, finding and sharing information, paying bills and buying and selling goods.
  • 5. Government transactions• DWP – over 20 million customers• HMRC – 29.3 million UK tax payers• DVLA – 109 million driver licence transactions, 43 million vehicle licence transactions, 15 million online• DH - 75.9 million outpatient appointments were made: 61.4 million attended by the patient
  • 6. What does a transaction cost?• Face to face £10.53• Telephone £3.39• Post £12.10• Online £0.08Based on evidence from 19 LAs
  • 7. The savings – shifting 30% of government service delivery contracts to digital channels has the potential to deliver gross annual savings of more than £1.3 billion – £2.2 billion if 50% of contacts shifted to digital
  • 8. ‘Digital by default’Three services announced to be Digital by Default:1. Job Seekers Allowance - Ability to track progress online - Enhances life skills - employers want ICT skills2. Companies House - Mandating businesses to transact digitally - Closure of other channels by 20133. Student Loans - Make paper forms less available
  • 9. Delivering digital by default“Government should take advantage of the moreopen, agile and cheaper digital technologies todeliver simpler and more effective digital servicesto users.”Shift to “a service culture, putting the needs ofcitizens ahead of those of departments”.Martha Lane Fox, November 2010
  • 10. Delivering digital by default• Improve the customer experience• Improve the underlying technology• Deliver tangible benefits
  • 11. Online fails if:• Services are unusable, unfit for purpose• Services are unavailable when people need them• Services are insecure, trust is ESSENTIAL
  • 12. Revolution, not evolution
  • 13. Sketching out a single domain