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KeynoteHow to save millions by moving online

Chris Chant, Director of Digital, Cabinet Office

Co-Chairs:Dan Jellinek, Editor, E-Government BulletinMartin Greenwood, Director, Socitm Insight Programme

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How to save millions by moving services online

Chris Chant, Government Digital Service

Making government work better 15/07/2011

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)

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.

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

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

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

‘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

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

Delivering digital by default• Improve the customer experience

• Improve the underlying technology

• Deliver tangible benefits

Online fails if:• Services are unusable, unfit for

purpose

• Services are unavailable when people need them

• Services are insecure, trust is ESSENTIAL

Revolution, not evolution

Sketching out a single domain