As we accelerate towards a world of public services that are “digital by default”, will consumer needs, hopes and expectations be met?
To address this question, Consumer Focus commissioned thinkpublic to undertake detailed research into what really matters to consumers.
“The Government Digital Service has a leading role in the future development of online public services. We’re glad to see research like this being shared widely, as this has been, to trigger further debate and act a resource for all who may need it. We’ll be looking closely at how we can build in many of these principles into our own design thinking.”
Mike Bracken, Executive Director of Digital, Cabinet Office
A vision for the future of online public services: eight clear statements of what consumers want.
What consumers think about using online channels for public services – and how we asked them.