Friday, February 03, 2017

10 Years After 10 Years After


Strictly speaking, this is a little more than 10 years after the 10 year mark.  In late 2005,  Public Sector Forums asked me to do a review of the first 10 years of e-government; in May 2006, I published that same review on this blog.  It's now time, I think, to look at what has happened in the 10 years (or more) since that piece, reviewing, particularly, digital government as opposed to e-government.

Here's a quick recap of the original "10 years of e-government" piece, pulling out the key points from each of the posts that made up the full piece:

Part 1 - Let's get it all online

At the Labour Party conference in 1997, the Prime Minister had announced his plans for 'simple government' with a short paragraph in his first conference speech since taking charge of the country: 
“We will publish a White Paper in the new year for what we call Simple Government, to cut the bureaucracy of Government and improve its service. We are setting a target that within five years, one quarter of dealings with Government can be done by a member of the public electronically through their television, telephone or computer.”
Some time later he went further:
"I am determined that Government should play its part, so I am bringing forward our target for getting all Government services online, from 2008 to 2005"

It’s easy to pick holes with a strategy (or perhaps the absence of one) that's resulted in more than 4,000 individual websites, dozens of inconsistent and incompatible services and a level of take-up that, for the most popular services, is perhaps 25% at best.

After all, in a world where most people have 10-12 sites they visit regularly, it’s unlikely even one of those would be a government site – most interactions with government are, at best, annual and so there's little incentive to store a list of government sites you might visit. As the count of government websites rose inexorably – from 1,600 in mid-2002 to 2,500 a year later and nearly 4,000 by mid-2005 – citizen interest in all but a few moved in the opposite direction.

Over 80% of the cost of any given website was spent on technology – content management tools, web server software, servers themselves – as technology buyers and their business unit partners became easy pickings for salesmen with 2 car families to support. Too often, design meant flashy graphics, complicated pages, too much information on a page and confusing navigation. 
Accessibility meant, simply, the site wasn’t.
In short, services were supply-led by the government, not demand-led by the consumer. But where was the demand? Was the demand even there? Should it be up to the citizen to scream for the services they want and, if they did, would they - as Henry Ford claimed before producing the Model T - just want 'faster horses', or more of the same they’d always had performed a little quicker? 
We have government for government, not government for the citizen. With so many services available, you’d perhaps think that usage should be higher. Early on, the argument was often made (I believe I made it too) that it wasn’t worth going online just to do one service – the overhead was too high – and that we needed to have a full range of services on offer - ones that could be used weekly and monthly as well as annually. That way, people would get used to dealing online with government and we’d have a shot at passing the 'neighbour test' (i.e. no service will get truly high usage until people are willing to tell their neighbour that they used, say, 'that new tax credits service online' and got their money in 4 days flat, encouraging their friends to do likewise).

A new plan

 • Rationalise massively the number of government websites. In a 2002 April Fool email sent widely around government, I announced the e-Envoy’s department had seized control of government’s domain name registry and routed all website URLs to UKonline.gov.uk and was in the process of moving all content to that same site. Many people reading the mail a few days later applauded the initiative. Something similar is needed. The only reason to have a website is if someone else isn’t already doing it. Even if someone isn’t, there’s rarely a need for a new site and a new brand for every new idea.

• Engage forcefully with the private sector. The banks, building societies, pension and insurance companies need to tie their services into those offered by government. Want a pension forecast? Why go to government – what you really want to know is how much will you need to live on when you’re 65 (67?) and how you'll put that much money away in time. Government can’t and won’t tell you that. Similarly, authentication services need to be provided that can be used across both public and private sectors – speeding the registration process in either direction. With Tesco more trusted than government, why shouldn't it work this way? The Government Gateway, with over 7 million registered users, has much to offer the private sector – and they, in turn, could accelerate the usage of hardware tokens for authentication (to rid us of the problems of phishing) and so on.

• Open up every service. The folks at my society, public whip and theyworkforyou.com have shown what can be done by a small, dedicated (in the sense of passionate) team. No-one should ever need to visit the absurdly difficult to use Hansard site when it’s much easier through the services these folks have created. Incentives for small third parties to offer services should be created.

• Build services based on what people need to do. We know every year there are some 38 million tax discs issued for cars and that nearly everyone shows up at a post office with a tax disc, insurance form and MOT. For years, people in government have been talking about insurance companies issuing discs – but it still hasn’t happened. Bring together disparate services that have the same basic data requirements – tax credits and child benefit, housing benefit and council tax benefit etc.

• Increase the use of intermediaries. For the 45% of people who aren’t using the Internet and aren’t likely to any time soon, web-enabled services are so much hocus pocus. There needs to be a drive to take services to where people use them. Andrew Pinder, the former e-Envoy, used to talk about kiosks in pubs. He may have been speaking half in jest, but he probably wasn’t wrong. If that’s where people in a small village in Shropshire are to be found (and with Post Offices diminishing, it's probably the only place to get access to the locals), that’s where the services need to be available. Government needs to be in the wholesale market if it's to be efficient – there are far smarter, more fleet of foot retail providers that can deliver the individual transactions.

• Clean up the data. One of the reasons why government is probably afraid to join up services is that they know the data held on any given citizen is wildly out of date or just plain wrong. Joining up services would expose this. When I first took the business plan for the Government Gateway to a minister outside the Cabinet Office, this problem was quickly identified and seen as a huge impediment to progress
More to come.

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