By Grahame Whitfield, Kim Perren, David Stuart and Michael Norris
This wide-ranging literature review aimed to provide an evidence-based foundation to help Jobcentre Plus:
- understand and respond to the current and projected levels and means of access to the Internet;
- improve the ‘customer appetite’ and willingness to use the Internet, particularly among people who are potentially digitally excluded; and
- learn lessons from the way in which online services have been provided by ‘leading edge’ organisations as well as from the ways e-Government has developed internationally and in the UK.
The overarching message from this review is that successful delivery of online services is about the adoption of values not just technologies. It sets out that a strategy for successful delivery of online services needs to have the expectations and needs of current and potential users at its heart. It also makes clear that plans for provision need to focus on what can be done in the short-to-medium term with existing widely available technologies, and that working with external organisations is an essential element for developing successful provision in the future.