Intermediaries providing public sector e-services need a common method of authentication, a facility for making and tracking claims and better electronic forms if they are to work effectively, says the Citizens Advice Bureau. The CAB makes the assertion in a new report, Electronic Government Services: Key priorities for the Citizens Advice Service, published as its contribution to the debate on online services.
The organisation is widely regarded as one of the major "intermediaries" through which the Government wants to deliver new services. It has been given £20m to help provide access to electronically delivered advice throughout England and Wales.
A CAB official told Government Computing News on 21 July 2003 that it is disappointed with the progress the Government has made in developing services, however.
John Wheatley, who is leading the liaison work on e-government, said: "We're disappointed with the speed of progress so far. A lot of services have been developed just to meet targets."
The report identifies three cross-governmental priorities for improving services through the use of intermediaries.
- Firstly, a common method of authentication for its advisers and confirmation of client authority. This can save its staff from spending a lot of time confirming to government that they are calling from the CAB and that they have the client's authority to act on their behalf.
- Secondly, a facility for making and tracking claims. Advisers have to submit claims and renewals, track their progress, seek reviews of decisions, notify changes of circumstance and lodge appeals. They need a system that makes it possible for them to see exactly what has been done for each case.
- Thirdly, the appearance and usability of online forms has to be improved. The report says that links to many electronic forms are currently not shown clearly on Government department websites, and in many cases are difficult to use.
The report says that when the priorities are met it will be easier to address the more detailed priorities for several Government departments. The CAB is currently talking to the Inland Revenue, Department for Work and Pension and the Office of the e-Envoy, and wants to talk to other departments
Wheatley also said the Government should run some pilot schemes with proposed intermediaries to work out how they can best work together.
The Office of the e-Envoy published its intermediaries policy two months ago. It is open for consultation until 21 August 2003.
Quelle: Kablenet
