One in three feel public sector tech has not worked

Research has indicated that 30 per cent of people feel that public sector tech has not worked during lockdown as Brits become increasingly reliant on technology.

Lockdown has meant a significant change in the way people are now using technology, with suggestions that these changes will have long-lasting effects. In fact, according to ThoughtWorks, since lockdown started, 57 per cent of people say they have become increasingly reliant on technology to keep them up to speed with breaking news, 54 per cent for keeping in touch with family, and 44 per cent for paying for goods securely.

Younger people were more likely to say they had experienced a change in their technology usage during the lockdown, however, older generations too said they benefitted. The results showed that 53 per cent of people over 65 said they had become more reliant on digital technology to keep them up-to-date with the latest news, while 51 per cent had kept in touch with family members online, and 28 per cent from online shopping.

However, 30 per cent said they had experienced problems with the technology of public sector organisations during the lockdown, rising to 48 per cent among those under 35. One in seven said they experienced problems accessing local government information online, while the same proportion (13 per cent) said there were technology problems liaising with their GP, getting advice or help from the NHS, or accessing medical advice online.

David Howell, Portfolio Director for Public Sector at ThoughtWorks, said: “The isolation era has accelerated people’s daily use of technology to power their lives. In some instances, it has shaped every aspect of their life bringing the future of 2030 forward to today. In turn, this has shaped people’s expectations for the level of personalised and tech-enabled services they now expect. The bar has been raised and it is now up to every business and organisation to meet this.

“We know from our research that appreciation for public services has soared since the outbreak of coronavirus, with many valuing services more now than before. However, this level of appreciation is also coupled with people now believing more investment is required as expectations rise. What is notable from the research is that those with the highest demands and biggest frustrations are tomorrow’s generation. Technology lies at the heart of the ‘new normal’ and it is already obvious that many of the changes that came as a result of the isolation will remain.”

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