Citizen attitudes towards digital services | James Berg | April 2014

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Department for Communities and Local Government Local Digital Campaign

Presentation on making digital default and gaining insights into the public's attitude towards government digital services. Presented by James Berg, Programme Manager at Deloitte, at the Digital Futures event held in London on 9 April 2014.

Government & Nonprofit Technology Business

Citizen attitudes towards
digital services
James Berge - Public Sector Digital
9 April 2014

Making digital default – a citizens perspective
• A key input into any transformation
programme is understanding the needs of the
user.
• Digital is no different and so Deloitte have
commissioned YouGov to survey the public’s
attitudes to digital services.
• We will publish the insights of this survey in a
report as well as making the underlying data
available.
• We invite you to use this to inform your digital
transformation programme and design of your
digital services

Mind the “gap”
Historic choices show
some use of online
services…
…But preferences suggest
there is an unfulfilled
desire to do more

Barriers to Adoption of Current Services

Making digital default: five policy objectives.
• Express an explicit mandate for digital investment
• Signpost and Incentivise online services to drive
adoption
• Provide online guarantees to build trust
• Design around the citizen to make online the most
compelling choice
• Redesign processes as end-to-end digital

Citizen attitudes towards digital services | James Berg | April 2014

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