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Britons 'do not want e-government' - Call-Center statt Internet?

http://news.bbc.co.uk/hi/english/sci/tech/newsid_1935000/1935848.stm


Sunday, 21 April, 2002, 07:31 GMT 08:31 UK

Britons 'do not want e-government'

The government portal is difficult to navigate A former civil servant has added his voice to recent criticisms of the UK's e-government policy, questioning whether people actually want online services.

Business development officer for NextiraOne Ken D'Rosario was scathing about the government's determination to be a world leader in the delivery of electronic services.

"It is rhetoric rather than reality. I think the government has focused on an objective which isn't in line with what citizens want," he said at the Public Sector Expo in London's Docklands.

Instead of spending time and money on putting services online, the government should be concentrating on traditional contact methods such as the telephone and face-to-face, he argued.

"People like to interact by phone or face-to-face. Money should be invested in making these services better and providing more staff for call centres," he said.

"At the moment the government is giving citizens what it thinks they want rather than what they actually want."

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