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 a better future

• Let content be informed by what consumers would expect to see on a Government website, and what they will most value
• Make the whole digital service offering much more responsive and open to consumers’ ideas, comments and feedback
• Make sure any changes are moving in the same direction as developments in new practice and usage of the internet and digital technology
• Recognise the Government’s has a key role in supporting and enabling innovation

2. Improving the current service

• For a genuinely consumer-centred approach to drive reform, an urgent rethink is required of the Government’s existing approach to online public services
• Improve the do-it-online section by clarifying what is on offer, and provide a more consistent delivery of online services through to completion 
• Allow for services to be personalised around consumers, based on their preferences and location
• Reduce the volume of information, basing inclusion on consumers’ expectations, rather than trying to replicate other trusted sources
• Improve existing search and navigation facilities based on an understanding of the way people actually use the web