E-GOVERNMENT
By the end of this year all local councils will offer customers choice over the way in which they contact the council and receive public services through interactive digital TV, personalised websites, mobile technology, over the telephone, using kiosks and smartcards, or face to face over the counter. This will help them to improve services, deliver value for money and increase efficiency. Warwickshire county council has calculated that 53,901 hours a year of officer time will be saved because customers are using self-service facilities on the council's website, leading to a cost saving of £707,727.
One advantage to the customer is that it is more convenient to find out information, make payments, fill in online application forms, take part in local consultations etc online than to make a trip to the local council office. One drawback is that not everyone is able to take advantage of electronically-enabled services. Some people don't have a computer at home or a credit card. Some people still don't have access to the internet and don't know how to send an email!. Some people are afraid to use the internet because they don't want to give out their personal details on the web.