Structure of our report
For these reasons, Consumer Focus has appraised Directgov from a consumer perspective to see if it is delivering on its promise to provide easy access to Government and whether it is truly driven by citizens’ needs. We began by considering the extent to which it delivers a quality service in terms of both online transactions and information provision. We then outline some of the main difficulties for consumers and point to examples of good practice on other websites.
Each of the following chapters closes with suggestions for how the website could be improved. With a final push for a digital switchover of the majority of public services15, a renewed emphasis must now be placed on what consumers need from Directgov, and how they want to access and experience services. For a genuinely consumer-centred approach to drive reform, the Government’s existing approach to online public services must be re-examined. The report concludes with a summary of our recommendations and an invitation to debate a new approach to digital public services.
- BIS and DCMS, Digital Britain final report, June 2009
