As we accelerate towards a world of public services that are “digital by default”, will consumer needs, hopes and expectations be met? To address this question, Consumer Focus commissioned social design agency thinkpublic to undertake detailed research in 2011 into what really matters to consumers.
This website was launched in January 2012 and contains the full content of the report and manifesto, formatted to allow you to add your comments and feedback section by section.
A vision for the future of online public services: eight clear statements of what consumers want.
What consumers think about using online channels for public services – and how we asked them.
"The Government Digital Service has a leading role in the future development of online public services. We're glad to see research like this being shared widely, as this has been, to trigger further debate and act a resource for all who may need it. We'll be looking closely at how we can build in many of these principles into our own design thinking."
Mike Bracken, Executive Director of Digital, Cabinet Office
