Services are mostly being 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?

Service delivery: five levels of maturity

1. Basic

Information is shared online. Traditional offline services are signposted from the website.

2. Supplementary

There is some experimentation with service delivery using digital channels.

3. Equal

Digital services are seen as being as important as traditional offline services.

4. Insight-driven

The provision of online services is based on research and testing.

5. Innovative

Online services are iterative and integrated. They are delivering previously untapped reach and impact.


The service manual has lots of useful guidance on everything from accessibility to building a team.

Average score

Overall, for this competency, organisations average out at level 2.6.

Scores by year

These graphs show the average scores for this competency over the last few years, expressed as a percentage.

  • 2020 54% 54%
  • 2019 46% 46%
  • 2018 46% 46%
  • 2017 46% 46%