The shift to self-service brings much-needed cost savings to local and central government services. Getting the content and the communications right is paramount to successfully move to online services. However, not everyone can cope with using self-service and online services. This can be for a range of reasons: access to services, understanding the medium and a lack of confidence. As much as anything it can be through poorly designed services that for the general user are complicated and illogical.
The welfare reform club can help organisations in structuring their services to the needs of those needing support and in engaging customers to establish exactly what barriers exist to accessing self-service systems and what can be done to make access easier.
We have proven track record of working with software providers and end users to make sure that need and the ability to get access to services is properly reflected in the self-service provision.