The O2 Digital Community study has found that almost half of residents surveyed would like to use digital technologies such as social media and mobile apps to use council services but only 7% in the last year have been able to do so. This is because the services or information needed were unavailable.
Other findings include: 43% of respondents were frustrated because they could not access the information they needed on their mobile or tablet; 74% of Twitter users were unsatisfied with the time it took councils to respond to queries.
According to Mark Adams-Wright, managing partner of O2’s Local Government Practice: “With local authorities under continual pressure to cut costs, digital services can play a big part in saving money and the technology is ready to be implemented. For example, every telephone enquiry from the community will cost a local authority £8.62, as opposed to 15p for a web enquiry. The money saved can then be spent on people and services that really need help from local authorities.”
O2 has also launched the 2013 Local Government Digital Fund, which will give the winning local authority access to services and technologies worth up to the £250,000.