Infosys research: UK public demand more online govt services after lockdown experience, but humanising them to be key

The research has revealed that online accessibility, convenient single sign-on and human-centricity will be key to the long-term success of public sector digital services.

Oct 14, 2021 04:10 IST India Infoline News Service

Infosys
Infosys-led new research stated that the pandemic has significantly changed how UK residents engage with online public sector services. The research has revealed that online accessibility, convenient single sign-on and human-centricity will be key to the long-term success of public sector digital services.

The survey of 1,500 people living in the UK revealed that 8 in 10 people accessed government online services since the onset of the COVID-19 pandemic. Respondents highlighted their appreciation of how inclusive and convenient it is for government services, previously only available in person by visiting local council offices, to be available online and at any time. Yet, while more than a third (34%) of people in the UK used mainly digital services, they still had to use some in-person or phone services not yet available digitally.

“The UK Government’s National Data strategy deliverables, ‘driving better delivery of policy and public services and ‘creating a fairer society for all’, hinge on the continual development of digital public services and on more people adopting an online approach for the long-term. With more than 40 million adults engaging with the local and national government during the lockdown and 18 million people now accessing these services primarily online, experience and inclusivity should be the key focus of government’s digital transformation,” said Mohit Joshi, President, Infosys.

While digital engagement has increased during the pandemic, more than a quarter of people (28%) that used mostly digital services still prefer human interaction and are likely to return to in-person services when they can.

If local councils and government want the public to benefit from the efficiencies of offering digital services and focus their ‘in-person’ services on the most digitally excluded, the research highlighted areas where improvements could be made.

While most (90%) people believe security is the same or better than the private sector, more than one in five (22%) people struggle to remember the multiple passwords required. In fact, over half (53%) want a single sign-in process for public sector services. 

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