People in the UK should compulsorily use electronic forms to do business with the government, says Sir Peter Gershon, head of the Office of Government Commerce in a new report on public services reform. The Financial Times reports that Sir Peter's report, in which he also recommends the elimination of 80,000 jobs in the public sector, states that those who are 'e-capable' (young people, students, businesses, intermediaries (such as accountants) and higher tax payers) should only use electronic means to interact with the government. Call centers and other "offline" methods of doing business should only be employed as a second course.
This is an excellent ambition. And while it's true that the UK has a high penetration of broadband access, it's still badly behind many comparable nations and many UK citizens have no hope of getting it any time soon, either because of prohibitive costs or a lack of availability. (Thanks go to BT for the latter. Again.) A further problem is what I consider a lack of cultural acceptance of electronic business in the UK.
For example, Next, the UK high-street clothing chain, has a web site that's driven by its long-time Next Directory catalog business. The only way to order from the site is to open a Next Directory credit account. Daft.
While this is only one example of ridiculous e-commerce implementations in the UK, it's symptomatic of a lack of investment -- from business and citizenry -- in doing business online. Until that has been overcome, I don't see how Sir Peter Gershon's proposal can ever seriously work.
That said, it is a laudable goal and one that I'd like to see come to fruition. In fact, it does speak to the idea of integrated government, or 'i-Gov,' as I've written about before. The more that data and processes are rationalized and standardized, the easier it will be for everyone, inside and outside government, to realize that government can be an integrated enterprise that delivers services to its citizens quickly and efficiently.
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