Research: Self serve systems largely a mirage
The vast majority of councils’ digital self serve systems are window dressing, with citizens paying for staff to rekey data they have already provided online, according to a new report. A survey of local authority staff by supplier NDL software found that 44% of councils pay staff to rekey more than half the data entered in systems dubbed “self serve”. It said that the issue is costing councils an average of £100,000 a year. Declan Grogan, managing director of NDL Software, said: “Sadly the vast majority of organisations have only implemented in sparsely selected areas and most are papering over the cracks by using manual labour to present allegedly end-to-end ‘digital services’.