As more and more people are using the internet to communicate with their local council, according to a study carried out by Socitm, a membership association for public sector ICT professionals.??
SOCITM writes:
The research showed that two thirds of customer contacts received by councils in England each year are making their way through online and digital channels. Socitm estimates that around 388 million visits were made to council websites in 2011-12, while there were 201 million face-to-face and phone contacts. This makes the ratio of online to offline contacts 66 per cent to 34 per cent. Of course for some councils the ratio may be different, but these figures do suggest that there is a shift taking place and that local authorities would perhaps be wise to invest more in digital services.
The data was compiled as part of a research project for the Government Digital Service and is being published in a new briefing by Socitm titled Channel shift: grasping the opportunity.
BCS Article: LINK
