The UK's e-government efforts are still failing to reach poor and disadvantaged groups, according to a report issued on 20 September 2005.
The report, by the Improvement and Development Agency (IDeA) says that "most e-government services fail to reach socially excluded groups". Both central and local government need "better understanding" of the needs of disadvantaged people and should make e-services more inclusive, it says.
"It is time to focus e-government implementation on providing services in accessible and appropriate ways to those that need them most - individuals experiencing social exclusion," the report titled eGovernment: Reaching socially excluded groups? says.
"Pilot projects, pathfinders, small-scale initiatives and risk assessments have all taken place. It is now important to capture lessons, share learning and develop knowledge to target the needs of socially excluded groups more effectively."
Reaching socially excluded people with e-government could actually benefit Whitehall's efficiency agenda, the report says.
The value of efficiency gains is frequently dependent upon the number of users that can be transferred from more costly methods of provision to new channels or less costly methods. This study suggests that enhancing the efficiency and effectiveness of services provided to socially excluded groups can reap considerable efficiency gains."
The IDeA makes 14 recommendations to improve the situation. Measures proposed include: Government placing a duty on public organisations to share information on social exclusion; clearer evaluation processes for projects; more effort made to promote e-services to non-internet users; Clarification of web accessibility standards; and the creation of a "repository" for sharing information on services relevant to socially excluded groups.
Researchers conducted a survey of of 78 local authorities and then conducted face-to-face interviews with 21 authorities showing good practice in digital transformation.
Quelle: KableNET, 20.09.2005
