Research and analysis

Review of international and private sector evidence on the effectiveness of digitising services

A review of the effectiveness of digitising services

• From: Department for Work and Pensions
• Published: 7 October 2024

Documents

Executive summary: Digitalising welfare services

Ref: ISBN 978-1-78659-720-5, 1068

HTML

Evidence review: Digitalising welfare services

Ref: ISBN 978-1-78659-720-5, RR 1068

PDF, 5.17 MB, 75 pages

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Details

This review addresses a number of research questions, grouped into 4 areas of interest:

• the impact that online provision of services has on costs and savings
• the impacts of digitalising services on customer experience
• the wider societal impacts of shifting services online, even if these are more difficult to quantify
• lessons learned from the digitalisation process experienced as a result of the COVID-19 pandemic.

Published 7 October 2024