1. Copyright Steria What Are the Chief Benefits to the Public ? Guy Lambert Managing Director, Public Authorities Group

2. Copyright Steria Who Are the Public ? Tax Payers ? Government service recipients ? Individuals complying with regulations ? Citizens participating in the democratic process ?

3. Copyright Steria What Do We Want From Government ?Trust Fairness Fairness Security Security Confidentiality Confidentiality Transparency Transparency Business Continuity Business Continuity Agility Strategic Focus Strategic Focus Partnerships & joined up working Partnerships & joined up working Process / structure responsive to change Process / structure responsive to change Service Focus on recipients requirements Focus on recipients requirements Ease of access Ease of access Value for Money Value for Money Efficiency Efficiency Sustained Public Value

4. Copyright Steria Drivers of Overall Public Satisfaction Fair treatment for all types of people Decision making takes residents views into account Opportunities for participation in decision making Satisfaction with control of development of local area Source : What Drives Public Satisfaction with Local Government LGA, November 2004 Perceived value for money Perceived quality of services Perceived efficiency in service delivery

5. Copyright Steria Where Can Technology Contribute ? Trust Information Security Information Security Confidentiality Confidentiality Freedom of Information Freedom of Information Business Continuity Business Continuity Agility Partnerships & joined up working Partnerships & joined up working Support for changing process & structure Support for changing process & structure Enable response to change Enable response to change Service Convenient access Convenient access Increased process efficiency Increased process efficiency Staff deployed for frontline delivery Staff deployed for frontline delivery

6. Copyright Steria So Why Not More Visible Benefits So Far? Lack of critical mass of takeup of electronic services Better marketing of services Better marketing of services Added value from electronic services Added value from electronic services Technology cannot fix business problems