Research and Analytics

Two-thirds of services to be online in next three years Are you ready?

Two-thirds of services to be online in next three years  Are you ready?

A new survey suggests that Local government expects to deliver more than two-thirds of services online by 2019, as cited by LocalGov. It shows that digital self-service in local government is expected to grow by 120% within the next three years, and that two-thirds of councils surveyed already have a digital self-service strategy in place, delivering expected savings of an average £900,000 in the next 12 months.

If you are worried that your authority is getting left behind or that your strategy is not going realise the expected savings and other benefits, CIPFA’s Digital Transformation Analytics service will ensure you drive effective transformation and improve quality and efficiency.

Delivered in partnership with sector and change management experts RedQuadrant, this new service has been specifically designed for anyone in a local authority with responsibility for transforming contact.  Digital Transformation Analytics offers you a unique means of:

  • understanding your customer contact
  • learning from current and future strategic models of customer contact
  • comparing your performance with that of your peers and best practice
  • Identifying where you can improve service delivery, reduce costs, and transform services in tough economic times.

Digital Transformation Analytics is based upon two separate but complimentary streams:

  • An annual strategic-level survey, aimed at senior stakeholders, and
  • A ground-level contact and channels performance framework with metrics covering telephony, face to face and ‘self-service’ via automated channels including the web and automated telephone systems.

Find out more about this exciting new service by visiting our website

CIPFAstats Current Datasets