Helping people use online services

The primary objective of the eGov programme is to build better government services and deliver them online. That means building services people choose to use. There are lots of things we have to do better to achieve this; thinking about the customer when we build services, not thinking about any internal boundaries and testing services with customers throughout the design process.

Another important point to remember is that not everybody is comfortable or confident online. As the sole provider of government services we must take care to ensure that we don’t leave people behind as we move more services online. The help that we will provide to avoid this is often referred to as ‘assisted digital’.

Our assisted digital plan

We already have an excellent network of people and premises across the Island – the parish halls. In January we will start a pilot in three of these, St Brelade, St Clement and St Mary. We will install some kit, make sure connectivity is good and train parish staff to help Islanders access services online. After a few weeks we will take stock of how well we are providing this service and consider extending it across the entire parish network.

Islanders can get help across all of our online services from downloading and using the Love Jersey or sports booking apps, paying rates or contributions to applying for a pension.

It doesn’t stop there: in addition to the parishes we will build on the excellent work already underway in the Jersey Library in St Helier and from many departments.

Listen to the plans

This morning I talked to BBC Radio Jersey about our plans and earlier Connétable Len Norman had done likewise.

You can listen to these short interviews on the BBC Radio Jersey website:

  • Len Norman’s interview starts at 01:06:25
  • Jonathan William’s interview starts at 02:06:25
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