E-government is the big thing at present, with councils everywhere looking to e-enable services, and access to them. And rightly so. The e-revolution will save taxpayers millions of pounds, in addition to bringing improved services. And while the figures vary widely, everyone agrees that face-to-face access is the most expensive way to access services, followed by post, telephone and - the cheapest - self-service via the Internet. Local government contact centres are growing in size and number as a result, providing a one call for all, one and done model of service access. But when accessing services, there are many people for whom self-service via the Internet will never be appropriate, available, or their first choice.
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