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E-Government unit forecasts that 96% of government services will be available online by 2005

The Cabinet Office Autumn Performance Report [PDF – 957KB] published today details that 96% of government services will be available electronically by the end of 2005, with 75% of these services currently available.

The outlook for use of these services is positive. Transaction levels are rising compared to other delivery channels such as face-to-face or phone transactions while many services are experiencing high annual growth rates. Examples include:

• Services to businesses: 67% of incorporations are now electronic, up 19% from the previous year
• Benefit and personal taxation services: over 1.1 million Self Assessment tax returns for 2002-03 were submitted electronically by April 2004
• Transport and travel services: 79% of vehicle registrations are electronic
• Educational services over 65% of university applicants used electronic application services for 2004 entry
• The Justice system; the Court Service’s Money Claim Online continues to grow with over 60,000 claims being issued and over 11,000 responses filed.
• Land and property services: Land Register Online is attracting over 1,300 applications per day

Directgov’, the Government’s flagship digital service, is being well received by customers after its mid-2004 launch. 80 per cent of users state that Directgov gives convenient access to public services and information. Directgov is regularly receiving 150,000 unique users per week.

Ian Watmore, Government CIO and Head of the e-Government Unit, said ‘These results show that Departments have responded well to the breadth of the online delivery challenge set by the Prime Minister in 2000. Over the next few years the focus will be to improve take-up of these Government services, particularly those that really touch people’s lives.’

While continuing to measure progress against the 2005 target, the focus of the eGU is shifting away from enforcing service roll-out, towards new priorities of supporting Departments:

• to achieve more customer-centric delivery - providing citizens with better services that they want; services that make a real difference to people’s daily lives and that add genuine value:
• in their drive to implement efficiency recommendations from the Gershon Review and in their successful achievement of SR04 efficiency targets:
• to achieve their own objectives and targets of cost reductions via increased take-up.

Of the 657 services identified as being suitable to be e-enabled, it is expected that 26 will not be fully online by the end of next year:

• • Specific exclusions: some constituent parts of a service/process are not planned to be made electronic at present, owing to policy reasons.
• • Pilots and part rolled-out services: several services will be introduced in 2005 in a phased manner to mitigate project risk.
• • Reform projects: other services are dependent on major reform projects being completed, where delivery ahead of the reforms would require disproportionate expenditure for minimal gain.
• • New or disaggregated services: the number of services has increased over the target period as new services have been created, and others have been split up to better reflect the business aims of the relevant department.

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