National Audit Office
Making Britain Digital 2.0
challenge
The National Audit Office wanted to understand public’s perception and usage of digital services in 2012/2013 and utilize this piece of work to inform government’s strategy for moving public services to ‘digital by default’.
OUR APPROACH
As a consultant to the main research agency commissioned, we have been instrumental in conducting research on 1300 users of government portals across citizens and small and medium-sized businesses helping understand their use of, and willingness to engage with public services online. We led the fieldwork management, reporting and analysis for this piece of research.
THE INSIGHT
Many people and small- and medium-sized businesses can access and have the skills to use online public services. But there are challenges in persuading more people and businesses that are online already to use online public services. People’s behaviour rather than their awareness of an online option could be a significant barrier.
THE IMPACT
Our analysis indicates potential for greater use of online public services. The government's goal of making services digital by default is generally acceptable to the public and SMEs. However, many people still cannot or do not want to go online. The government must implement plans to assist these individuals to avoid creating a digital divide.
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