E-envoy criticises government websites

The e-envoy has warned that too many online services developed by local and central government are boring and do not address the needs of customers.

Speaking at the Government Computing show in London, Andrew Pinder said that the public sector was well positioned to hit the 2005 deadline for the delivery of public services online, and predicted that three quarters of all services will be ready by the end of this year.

But he criticised the lack of collaboration between departments, and the absence of innovation about how services should be delivered.

"We need to get services online that are attractive, that people want to use and that are easy to use, and we've not done very well. In central government, we're still looking out from our silos," said Pinder.

He warned that pressure on departments to hit the 2005 targets had distracted them from working with others to develop creative online services that meet customer requirements.

"It's about understanding your customers and giving them what they want," he explained. "Too many of us are delivering services that are boring, chunky and not innovative."

The Office of the e-Envoy today launched a set of design guidelines for UK government websites aimed at helping public sector web management teams to make improvements.

The handbook offers advice on content and website maintenance, together with links to other sources of policy and guidance.

"This is guidance for best practice in the design of sites," said the e-envoy. "We need to raise our game, particularly in central government. We will deliver on our 2005 target, but I want to deliver real value for money to the taxpayer."

Pinder's vision also includes signing partnerships with third-party, voluntary and private sector organisations which will deliver online public services as part of their offerings.

"The use of intermediaries can help reach parts of the market that we wouldn't normally reach. Government services can add value to their brand and add value to us," said Pinder.

The Office of the E-envoy has already given £20m to the Citizens Advice Bureau to fund improvements to its IT infrastructure.