Services are often delivered online. Digital services are often more efficient for both user and organisation, and easier to scale. They can also open up access to people that are hard to reach face-to-face.

Digital technology, content and design can also support and enhance the delivery of face-to-face services. People who can’t attend a training course in person can be offered a video conferencing option. An online triage service can get people the right face-to-face support more quickly.

The introduction of digital solutions into end-to-end service delivery also allows for regular reporting and analysis. This enables better decisions, forecasting and business planning.

Things to think about

• Are there parts of your service that are being delivered online, beyond information sharing?
• Are there parts of your work which can be automated but aren’t? What’s the barrier?