Does Directgov deliver as an information provider?
Too much information
Finding the right information on Directgov can be difficult. The website includes a mixture of transaction services, press releases, advice, advertising campaigns and links outwards to Government agencies and departments as well as independent websites. A closer look at the content throws up a series of quirky and unexpected information. It is possible to find [...]
→ Read moreDo-it-online
The term e-Government is used to cover a whole range of different digital interactions with Government services or processes from information provision and service transactions through to participation and political engagement. This chapter is concerned with the online transactions offered by Directgov and defines the term ‘online transaction’ as the ability to perform all aspects [...]
→ Read moreThe context of web 2.0
This chapter explores new ways of working on the web, highlighting examples of existing innovation in central Government services and looking at how different organisations are using internet technologies in new ways to reinvigorate service delivery. The previous chapters touched on the new ways in which people are searching for, using, re-using and responding to [...]
→ Read moreFocussed on process, not people
This chapter calls for a fresh debate on how best to develop an alternative approach to digital public services, starting with putting the user at the heart of all future revisions to Directgov. Directgov appears to have grown into the massive service it is today without a clear consumer-focused strategy. As described, the 2005 Cabinet [...]
→ Read moreAll services in one place?
The way consumers experience the do-it-online section of the website is worth considering further. The site claims to offer ‘public services in one place’35, however, a closer look shows that Directgov is more likely to point consumers to the parts of other Government websites that can respond to their needs and requests. Visitors to Directgov [...]
→ Read moreExpanding participation
There are examples of the private sector utilising web 2.0 to great effect, for example, Goldcorp (see box 4), and ideas of how it could be used on a national scale for universal public services are now beginning to be explored. There are many examples of web 2.0 being used to influence policy decisions. For [...]
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Opening up the debate
Our research has made some early suggestions for some obvious changes in approach and delivery that would improve the existing service. But we also think it is crucial that the development of digital public services are informed by a clear understanding of future contexts. As such, our recommendations fall into two broad areas: 1. Building [...]
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Convergence strategy
Directgov has indicated that its strategy is to converge information, then organise so that its target to pull in over 95 per cent of Government websites to Directgov and Businesslink18 by 2011 is met. This means that still more content is yet to be pulled into the website, and only after it has come online will [...]
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Navigation irritation
Having lots of information and services in one place does not have to be a problem for consumers. After all, the internet already offers massive amounts of content, which millions of people manage to successfully navigate every day. But such a large volume requires a straightforward structure, and excellent search/retrieval functions for easy navigation and [...]
→ Read moreSmall steps to innovation
Directgov has shown itself to be open to testing new ideas and innovations to resolve some of the implicit challenges it faces in trying to join up services that are essentially separate. The Directgov Innovate website39 has been created for technical developers to share new ideas with the aim of supporting and encouraging innovation. By opening [...]
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