UK government falls behind electronic transactions target

Less than ten per cent of UK government agencies are actively upgrading their IT in line with the Better Government Initiative, according to research commissioned by the CCTA.

This contrasts sharply with Tony Blair's stated target that 25 per cent of citizens' dealings with the government should happen electronically by 2002. Bob Assirati, CEO of the CCTA, admitted that no one knows what percentage of dealings are happening electronically now.

But better government is about more than mere electronic transactions, said Assirati. The idea is to have one seamless interface for citizens that allows them to get the information they need without navigating a complicated system of disconnected government departments.

Assirati told Silicon News: "The key to electronic government is moving the culture from a past where the primary focus is on the role of the department, working within its boundaries, to the priority of serving the citizen. That's difficult to achieve.

"The better government initiative will require civil servants to be more bullish and make business decisions that require risk management," he continued. "Technology is no longer the limiting factor - it's our own imagination and the vision of senior managers."

Michael Buhagiar, senior marketing manager at BT's government accounts division, said the current low level of service provided by the government is undermining its credibility with the public. He cited a BT-sponsored study that found 82 per cent of the population would trust government more if it only communicated better.

Buhagiar explained: "If you call for a service and they answer within 3 rings, your expectations are high. If anyone else falls below that, you're disappointed."

Assirati expects that publication of the White Paper on better government, due in the next couple of months, will spur government departments into action. "It's a high priority for the Prime Minister," he said.