Attitudes Towards Electronic Service Delivery
In-House Report No. 117
By Andrew Irving, Ian Sparham and N SpicerThe Department's e-Business Strategy seeks to enable customers to deal with the Department by whatever means suit them. Customers' views and likely behaviours are key to the planning and development of these on-line services, both on terms of which services should be prioritised for e-enablement and how these services are designed. This report discusses qualitative research commissioned by the Department as a follow-up to the earlier survey (See DWP research report 176). It aims to provide the Department with more detail on people's views on electronic service delivery.
August 2003
ISBN 1 84388 183 7 Paperback
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Electronic Service Delivery 