In April 2014 the Government’s Digital by Default Service Standard came into full force, outlining 26 criteria that every new or redesigned service launched on must meet. The aim is to make all public services easy to use, safe and flexible to meet changing needs, as well as helping to reduce transactional costs within government departments and agencies.

It is estimated that between £1.7 and £1.8 billion per year will be saved by moving services online. However, previous attempts to remove analogue channels from the provision of public services have not been realised because of the failure to acknowledge that technology is only part of the process.

User experience must be central, as processes are streamlined, and digital solutions must seamlessly integrate with core systems and processes to add real value to the organisation and the public.

Equiniti’s range of advanced technology solutions assist in the management of government service channels. We have experience of providing the core processing systems for government bodies, a multi-channel approach to services and call centre facilities, scanning and high volume printing to deliver customer services that are:

  • Easy to use
  • Integrated
  • Efficient
  • Traceable
  • Not dependent on traditional telephone and paper channels
  • Cost-effective
  • Aligned to the public’s expectations of a service experience equivalent to that of a normal commercial organisation