Public Services > Local Government

Citizen expectations of service delivery drive digital revolution

David Bicknell Published 02 October 2017

Agilisys survey reveals 70% of respondents believe citizen communication will improve through implementation of enabling digital technologies


A survey from Agilisys has found that the need to deliver better customer service and communication is a subsequent key driver behind the move to digital service delivery beyond the obvious opportunity to make cost savings.

The poll, which helped drive the publication of a “State of the Digital Nation” report, asked respondents to share the progress they are making on their digital transformation journeys. The findings reiterate the developing role of digital technology as an enabler in the transformational delivery of customer services. 

The survey results revealed that 91% of public sector respondents believed their service delivery would benefit from digital, while 86% said they thought their customer service would also improve.

Communication was also cited as an important digital driver, with more than 70% believing that citizen communication would improve with the implementation of enabling digital technologies.

One council that has embraced digital is North Somerset Council. Simone Davey, its customer service and business support manager said,  “Undoubtedly the move to digital offers local authorities the opportunity to make cost savings but these survey findings highlight the myriad of possibilities it also presents to deliver better outcomes for our customers.

“We have already responded to growing expectations and are investing in new technologies, and enhancing the overall experience for those accessing services with assisted self-service to encourage digital literacy amongst our residents. However, we recognise that improving the experience is not just about the ease of use of our website. A key element is to remove barriers to accessing services by supporting accessibility and providing multiple options for citizens to access digital services.”

Ashley Bryant, Agilisys’ director of customer service said, “The survey findings highlight how the public sector is looking at ways in which it can do more to meet the increasing expectations of citizens through the power of technology. Although the private sector has historically led the way in this area, we see that public sector organisations are realising the need to cater to users’ high expectations of digital services and are finding new ways to maximise growing levels of digital access.

“Across the country, we are working with local authorities who are embracing new technology to benefit their communities; from the use of smart sensors on roads to collect data to improve traffic flows, to data analytics which target early interventions in social care to better support some of their most vulnerable citizens. Technological advancements can greatly facilitate and improve both customer service and communication to deliver better outcomes for their citizens.”  

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