An Investigation Into The Impact That Online Services Have On Carmarthenshire County Council (CCC) And Its Citizens
SEXTON, CARYS MAI
Cardiff Metropolitan University
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Abstract The dissertation involved undertaking an investigation into online services and the impact they have on Carmarthenshire County Council and its citizens. The research considered the technological, social and environmental issues associated with citizens’ choices of how they access the Council’s services in a rural area. The research focused on 2 online services namely Online Invoice Payment and Online Job Applications. Both Primary and Secondary Research were undertaken. The Secondary Research comprised a review of relevant literature whilst the Primary Research involved collecting Qualitative data from Council Officers and Quantitative data via questionnaires sent to a sample of Carmarthenshire citizens. It was clear that much work has been undertaken by the European Commission, UK Government, Welsh Government and Carmarthenshire County Council to encourage and facilitate the growth and development of digital public services. Despite the significant work undertaken by the public sector, there is a clear recognition that not all citizens are able or willing to access digital public services and this places a responsibility on public sector organisations to prevent “digital exclusion”. The research highlights that digital exclusion is a higher risk for those who are socio-economically disadvantaged and for older citizens. This is a concern as many of these individuals rely on public services. There is a clear “channel shift” under way with many citizens opting for online services as opposed to the more traditional methods of interacting with the Council. The Council has an opportunity to further promote the existing digital services (and develop new online facilities) but needs to ensure that it serves all its citizens especially those who rely on its services.
BSc Hons BUSINESS INFORMATION SYSTEMS
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