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

1. Hosted by:
Keynote
How to save millions by moving online
Chris Chant, Director of Digital, Cabinet Office
Co-Chairs:
Dan Jellinek, Editor, E-Government Bulletin
Martin Greenwood, Director, Socitm Insight Programme
Gold Sponsors:

2. How to save millions by
moving services online
Chris Chant, Government Digital Service
Making 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 ecosystem
For 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 £0.08
Based 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 skills
2. Companies House
- Mandating businesses to transact digitally
- Closure of other channels by 2013
3. Student Loans
- Make paper forms less available

9. Delivering digital by default
“Government should take advantage of the more
open, agile and cheaper digital technologies to
deliver simpler and more effective digital services
to users.”
Shift to “a service culture, putting the needs of
citizens 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