Directgov: the UK’s flagship service delivery platform

Before 2004, online public services in the UK were delivered via the UKOnline portal, giving rapid access to thousands of government websites organised around structure of government. Take-up of online services was very low.

The Managing Partners of CS Transform, who at the time were the civil servants who ran the UK government’s e-transformation programme, designed and implemented Directgov – the first online citizen-centric Single Entry Point using the Franchise model for service delivery.

The Franchise model designed by the CS Transform Managing Partners successfully delivered:

• An effective business model for citizen centric government in the UK
   

• Multi-channel service delivery over web, mobile and DiTV
   

• High levels of citizen satisfaction and take-up of e-services
   

• Improved efficiencies within government departments (in the first phase of departmental reviews, 951 websites were considered across 18 central government departments, and decisions have been taken to close 551 (58%) of these websites because of the success of Directgov)

www.direct.gov.uk