Enabling a Digitally United Kingdom - Umic

38 DIGITAL ENGAGEMENT TODAY
Table 1: Benefits of digital engagement
Individual consumers
Industry, government, voluntary sector
Financial savings
Improved service delivery
• price reduction of charged-for service • greater take-up of entitlements
• reduced cost of transmitting information • improved user satisfaction
• reduced travel costs • improved communication
• improved reputation, increased user trust
• enhanced customer service
• improved service consistency and equality
Time savings
Time savings
• reduced user time • reduced processing through common
• reduced need for multiple submissions of standards such as databases
data for different services • employee time savings
• reduced travel time • reduced error rates
• reduced need for multiple collection
of data from same customer
• more flexible working hours
Value-based benefits
Resource efficiency
• improved information • reduced systems redundancy through
• improved reliability integrated systems
• improved choice and convenience • more effective use of existing (electronic
• improved access to premium services and non-electronic) infrastructure, reduced
wastage of capacity
Improved security
Older people, people with disabilities, and people on low income shoulder most health, educational, social
and economic challenges; are the heaviest users of public services; and would potentially gain significant value
from digital engagement. These groups are also the most likely to be socially excluded and, by extension,
digitally unengaged.
Social exclusion has complex and multi-dimensional causes and consequences, creating deep and long-lasting
problems for individual families, for the economy, and for society as a whole. 52 The Government has invested
in a wide range of areas targeted to empower people who are disadvantaged. Particular emphasis has been
placed on tackling the economic causes of social exclusion during early childhood, with a clear aim of
strengthening the capacity and capability of individuals, families and communities through investment
in education and other support services. Some significant gains have been made. Yet it is clear that some
groups are more difficult to reach and the last to benefit from policies designed to tackle social exclusion.
As a society we share the need to develop a more socially inclusive – and, by extension, a digitally engaged –
United Kingdom. A failure to engage all will result in consequences that will be felt by all. Ongoing lack of
digital engagement on the part of large numbers in our society will risk exacerbating family, economic and
social problems; a more inclusive society, by contrast, offers the opportunity to build a stronger, wealthier,
52 ODPM (2004) Tackling social exclusion: taking stock and looking to the future. London: Social Exclusion Unit.