More than three-quarters of us connect to the Internet every day, and being connected through multiple devices has also become the norm. Unsurprisingly, this has changed our expectations and behaviour when it comes to our relationships with government.
Connected citizens want even greater access to digitally-delivered services than is currently available. The same is true for interactions with other public services – from booking medical appointments to reporting issues in the community.
But a significant minority of UK households are unconnected, with no access to the Internet in their homes.
This report looks at the need for a balanced cross-channel approach, based on a detailed understanding of the needs of different segments of society.
- The Internet is integral to maintaining our social fabric, with 71 percent of citizens using it to keep in touch with friends and family for around 4 hours a week.
- 76 percent of citizens want to manage all of their dealing with government completely or mostly online.
- 3 service areas are seen as particularly ripe for managing fully online: Taxation (50 percent want to manage completely online), driving and transportation (47 percent), and Visas and passports (46 percent).
- 4.2 million (16 percent) of UK households are still without Internet access.
The hyper-connected nation
What are the public expecting from government digital delivery?
Our infographic shows how citizens feel about connectivity and what they want online, with top tips on seamless and secure service, and keeping the citizen at the centre.
Helen Milner is the CEO of Tinder Foundation, a UK-based charity that’s working towards a world where everyone benefits from digital.
She talks about how recognising citizens as customers is key for the public sector. The way data from various corners has been brought together for .gov initiatives like applying for car tax online has demonstrated that the government understands its importance.