Press Release - Government on the Web
15 December 1999
The Government has set challenging targets for public services
to be delivered to citizens electronically as part of the wider
Modernising Government agenda. The Prime Minister pledged that by
2002 a quarter of all transactions between citizens and government
should be capable of being conducted 'electronically', rising to
50% by 2005 and 100% by 2008. The Web is a key contribution to this
target and in delivering services for citizens and business.
The report found that the government's 25% 'electronic'
transactions target has clearly had a useful effect in bringing the
modern capabilities of government on the Web to the attention of a
wide range of agencies and departments and the basic target has
already been substantially met. More progress is however
needed to harness fully the potential benefits of the
Web.
This was the conclusion of a report presented to Parliament
today by Sir John Bourn, head of the National Audit Office. The
report represents a landmark for the National Audit Office as it is
the first value for money report to be fully contracted out - to a
team from the London School of Economics and Political Science led
by Professor Patrick Dunleavy and Helen Margetts from University
College London - and in keeping with the subject matter, is the
first to be available on the World Wide Web*.
The report looks at the overall patterns of Web use across
central government, the central co-ordination of government on the
Web and draws on a LSE census of all central government Web sites
and a survey of all permanent secretaries of departments and agency
chief executives The report also draws on comparisons with the
practice of leading private sector organisations and assesses UK
progress against three overseas governments - Australia, Germany
and the United States.
What has been the progress to date?
- Access to the Internet in the UK is growing rapidly. In 1999
over 10 million people in the United Kingdom have access to the
Internet and the World Wide Web either at work or via home PCs - an
increase of over 25% in 12 months.
- The development of the Internet, and of the World Wide web in
particular, allows government to provide higher quality services
directly to citizens in innovative ways at lower costs. But
progress across government to date has been patchy and relatively
slow reflecting a risk adverse response.
- In the mid 1990s Britain was ahead of other European
governments and much of private business. The central public Web
site (open.gov.uk) created a basic Web presence for a
large number of agencies. But that impetus has now flagged and in
contrast to private sector firms British government Web sites, with
some notable exceptions, now lag behind and look disconnected and
relatively hard to navigate. Management responsibilities for
developing a Web presence have been fragmented.
- Few sites, primarily business-facing agencies such at the
Patent Office, provide for Web-based transactions such as
facilities to download electronic forms, interrogate agency
databases, or accomplish dealings electronically. In Australia 75%
of tax forms are already filed electronically.
- Potential cost savings are enormous. For example if 2% of the
160 million phone calls a year the Department of Social Security
receive could be shifted to people looking up material on the
Department's web site instead they could save £7.7 million
annually. There is scope for similar savings across
government.
- In government there is no robust method for cost justifying Web
investments. Some business-facing agencies spend significant sums
on external Web sites but many large departments and agencies
spending on the Web site is tiny.
What more needs to be done?
- The Cabinet Office and Treasury must add impetus to the timely
adoption of new Web and Internet technologies by departments and
agencies. The Cabinet Office should collate data on overall use of
the Web access across government and should publish an annual
survey of Web use and the costs of Web provision across central
government and should set realistic but demanding targets for
growing Web-based interactions and transactions as distinct from
other forms of electronic interaction such as the telephone.
- Web provision for central government should be actively managed
to develop continuously increasing usage - encouraging citizens to
access Web sites rather than seeking information via visits,
letters or phone calls - the promotion of cost-effective public
administration and management and the enhancement of joined-up
government.
- Government departments and agencies need to maintain active Web
sites ensuring the information provided is up-to-date,
authoritative, accurate and reliable.
- Government Web sites must be well designed and meets users'
needs for example any forms or regulations required are in easily
accessible formats.
Sir John Bourn said today:
"The advent of the Internet and World Wide Web
challenges all departments to reconsider how they communicate with
citizens and organise their business procedures. It offers the
potential to achieve very significant improvements in the quality
of their services and important financial savings".
Notes for Editors
Press notices and reports are available from the date of
publication on the NAO website at http://www.nao.org.uk/ Hard copies can
be obtained from The Stationery Office on 0845 702 3474.
The Comptroller and Auditor General, Sir John Bourn, is the head
of the National Audit Office employing some 750 staff. He and the
NAO are totally independent of Government. He certifies the
accounts of all Government departments and a wide range of other
public sector bodies; and he has statutory authority to report to
Parliament on the economy, efficiency and effectiveness with which
departments and other bodies have used their resources.
Press Notice 74/99
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