Over two-thirds of frontline staff are unsure what 'efficiency' means, and two-thirds of frontline managers do not see ICT as being integral to public service reforms.
The strategy must also consider the other key findings of the research:
- Segment Customers: Public services need to respond to the needs of the demographic groups using them and to the type of service. People are more willing to pay taxes online than to discuss medical issues.
- Create a Debate about Privacy: Transformation of public services using ICT will require new ways of managing information. There is an urgent need for a better debate about implications for privacy and for customer service;
- Communicate: It is vital that there is better communication to the public about alternative methods of accessing services and to staff about where ICT can be of benefit;
- New is not always best: Services should use the most appropriate technology based on need, not the flashiest;
- Improve Procurement: Better procurement and more effective supply chain management are critical to ICT delivering efficiencies;
- Listen to Staff: Public services are missing a trick by not listening to staff when designing and implementing ICT projects;
- Learn Lessons: More detailed guidelines and case studies are needed to help frontline staff learn lessons from previous successes and failures.
The findings are based on interviews with senior public service managers, a survey of over 500 public service workers and 1000 members of the public, and two focus groups.
Commenting on the findings of the year-long programme of research, Alexandra Jones, Associate Director at The Work Foundation said; "If public services are to be transformed, it is urgent that public service leaders think innovatively about how Information and Communication Technology can be used to meet efficiency targets and increase customer focus. ICT is not an end in itself - but it can provide ways of revolutionising both the relationship between citizen and public services and the way in which public services are provided."
Ian Cockerill, Government Practice Manager, Adobe Systems Europe adds "Adobe works with a number of government agencies that are focused on achieving greater efficiencies, so we have seen many of these challenges first-hand. This year-long research programme into the why, what and how of ICT in public services has highlighted the significant challenges facing the public sector in using ICT to achieve its efficiency targets. More importantly, it has given some important insights into how these challenges can be met. ICT is an important and powerful tool for change and the key to its success lies in empowering people - both citizens and public sector staff."
ICT is critical to directly or indirectly realising up to £20bn savings in the Gershon Review, particularly around shared procurement and the back office. It is also vital to increasing customer focus in public services.
Quelle: Publictechnology, 08.11.2005
