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Information Age Government

Electronic Service Delivery of Government Services

PROGRESS REPORT ELECTRONIC GOVERNMENT 25% TARGET

MAY 1999

CONTENTS

1 Introduction

2 Summary of Progress to Date

3 Issues

4 The Way Forward

Annex A Departmental Dealings Information

Annex B Outline of Methodology

3

1. Introduction

1. In October 1997 the Prime Minister announced a target for government that ' within five years, a quarter of dealings with Government can be done by a member of the public electronically through their telephone, TV or computer'.

2. The Central IT Unit (CITU) were tasked with assessing progress against the Prime Minister’s target and reporting to Ministers.

3. This report examines key dealings reported by each central department on behalf of itself and its agencies, summarises progress to date on achieving the Prime Minister’s target, forecasts how far departments will have progressed by the target date of October 2002 and estimates the likely take-up of the electronic versions of dealings by the citizen and business. This report does not include activity by local authorities or the National Health Service. However the Modernising Government White Paper encourages local authorities to set and publish their own targets for electronic service delivery; and it is planned to cover the NHS in future reports.

4. In 1998 departments and their agencies were asked to report independently on baseline figures for all dealings with external customers. The reporting process was subsequently refined so that departments report on behalf of their agencies as well as on their own behalf.

5. The reports cover a representative sample of key dealings between government and citizens and business. In order to gain a clear understanding of how government services are supplied and how amenable they are to modernisation, departments have reported data on the component parts of each dealing (for example filling in an application form, or making a payment). The methodology of the process is described in Annex B.

6. Departments have reported on a sample of their most important and frequently used services supplied to the citizen and business. The component data has been aggregated and summarised for this report and the departmental reports are at Annex A. Where departments have so far been unable to supply complete data for this report, no figure is shown in the departmental reports.

4

2. Summary of progress to date

Overall Findings

ALL GOVERNMENT1999

total annual volume(millions)

Capability %

2002projected total annual

volume(millions)

projected capability

%

All reports 582 38 632 71

Excluding payments through banking

system

480 32 518 70

Excluding payments, and business

transactions of Inland Revenue & Customs

286 22 307 55

1. The returns show that departments and agencies are taking steps to make key dealings available electronically and many are predicting considerable progress by the 2002 deadline.

2. Including all the data which departments have supplied, 18 departments have already achieved the 25% target and 5 have yet to do so. By 2002, 21 departments expect to have achieved the target (two have not been able to provide forward projections). The capability across government to deliver services electronically is currently 38% and the projection for 2002 is 71%.

3. However, if payment through the banking system is discounted, 16 departments have already met the target and 20 expect to do so by 2002, and the percentage capability for all departments is 32% now and 70% for 2002.

4. Of these, a very large proportion is attributable to the systems which HM Customs and the Inland Revenue have established for their dealings with businesses. These are pioneering developments which are of great value in lightening administrative burdens on business. But if these large volume transactions with business are set aside, we are left with relatively limited development of electronic transactions for most citizens. Excluding the transactions which the Inland Revenue and Customs report with businesses the current capability is 22%.

5. Departments have nevertheless set themselves ambitious targets for 2002, and (again excluding the Inland Revenue and Customs as well as payments through the banking system) are aiming for 55% capability by then.

6. Many straightforward dealings have been enabled electronically for the private citizen: there are capability figures at or above the target for departments which supply services using the Internet and by telephone. To date few more complex dealings have been enabled to benefit the citizen. The current take-up of electronic services is generally much lower than by business although information services for the general public supplied by phone or by email have higher take up rates.

7. Almost all departments and government agencies now have Web sites and use them to publish a variety of information, reports, advice and guidance (e.g. Department of Health, Ministry of Agriculture Fisheries and Food). Posting of consultation and White Papers is becoming commonplace (e.g. DTI e-Commerce consultation document, Competitiveness White Paper, Cabinet Office Modernising Government White Paper). For this report visits to Web sites (which number many millions) and email correspondence have not been included: however, services supplied over the Internet have been included.

8. The projections of take-up of enabled services by customers in 2002 are estimates by departments.

5

TABLE A – DEALINGS SUMMARY: INCLUDING PAYMENTS

Dealings Summary – Including Payments

Reporting Period

Spring 1999 Target 2002

Reporting Department

Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Cabinet Office Total 711,060 46 52 719,910 47 55Department of

Culture, Media and Sport

Total 7,461,473 47 55

Department of Environment

Transport and the Regions

Total 50,290,314 9 18 50,438,314 17 76

Department for Education and Employment

Total 65,193,935 6 18 63,292,446 27 45

Department for International Development

Total 368, 245 73 77 327, 000 73 77

Department of Health

Total 128,620 86 93 18,620 99 99

Department of Social Security

Total 64,938,500 15 48 63,731,197 18 51

Department of Trade and Industry

Total 9,245,505 16 23 13,486,016 52 84

Export Credits Guarantee

Department

Total 2,248 59 59 2,300 60 63

Foreign & Commonwealth

Office

Total 3,605,764 21 46 6,614,630 35 44

HM Customs & Excise

Total 28,790,074 38 47 28,790,074 43 86

HM Land Registry Total 32,609,802 14 27 46,380,000 51 92HM Treasury Total 37,000 0 100 37,000 0 100Home Office Total 1,401,505 5 5 1,571,315 33 33

Inland Revenue Total 258,799,520 18 45 280,166,555 22 79Lord Chancellor's

Department Total 12,957,000 10 13 13,160,000 31 50

Ministry of Agriculture,

Fisheries and Food

Total 1,993,225 23 36 18,585,320 40 99

Ministry of Defence Total 5,657,524 73 73 5,430,800 95 95National Savings Total 22,112,000 34 50 21,791,600Northern Ireland

Civil Service Total 7,720,776 10 18 8,127,413 55 92

Office for National Statistics

Total 3,595,916 20 50 3,595,974 25 56

Scottish Office Total 3,867,415 40 41 4,981,500 83 95Welsh Office Total 681,706 41 98 683,316 50 98

1 The volume figures above are the total number of interactions between a department and its customers for the sample dealings reported.2 Where no take-up or capability percentages are shown, no electronic activity has been reported.

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TABLE B - DEPARTMENTAL SUMMARY: EXCLUDING PAYMENTS

Dealings Summary – Excluding Payments

Reporting Period

Spring 1999 Target 2002


Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Cabinet Office Total 711,060 46 52 719,910 47 55Department of

Culture, Media and Sport

Total 7,379,849 47 55



Total 50,260,314 9 18 50,398,314 17 76


Total 65,066,935 6 18 63,150,446 27 45

Department for International Development

Total 71,595 28 28 62,000 27 27


Total 128,620 86 93 18,620 99 99


Total 33,370,200 2 4 31,289,360 2 4

Department of Trade and Industry

Total 8,917,401 16 22 13,184,300 52 84

Export Credits Guarantee

Department

Total 1,124 59 95 1,150 60 60

Foreign & Commonwealth

Office

Total 3,113,764 24 43 5,656,780 38 47

HM Customs & Excise

Total 17,615,917 28 28 17,615,917 33 79

HM Land Registry Total 23,807,282 19 37 32,105,000 57 88HM Treasury Total 37,000 0 100 37,000 0 100Home Office Total 1,302,505 6 6 1,466,315 35 35

Inland Revenue Total 227,713,500 18 42 245,213,500 21 80Lord Chancellor's

Department Total 12,241,000 9 10 12,444,000 29 47


Fisheries and Food

Total 1,670,315 16 24 18,262,410 39 99

Ministry of Defence Total 4,291,104 64 64 3,714,200 93 93National Savings Total 8,272,000 4 46 7,951,600Northern Ireland

Civil Service Total 6,693,540 11 20 7,055,964 54 91


Total 3,027,858 22 41 3,027,916 28 47

Scottish Office Total 3,438,303 43 44 4,767,270 85 95Welsh Office Total 528,559 43 98 529,200 53 98

1 The volume figures above are the total number of interactions between a department and its customers for the sample dealings reported.

2 Where no take-up or capability percentages are shown, no electronic activity has been reported.

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Departmental Summaries

1. The departmental summary reports are at Annex A.

2. A dealing is defined as a two-way interaction by a member of the public (either a citizen or a business) with government. This could be applying for and receiving a grant, benefit or licence or filing a statutory return.

3. For each department which has a significant number of dealings with the public there is a table listing a sample of key dealings data. The table is accompanied by a descriptive summary. In the case of those departments with a significant volume of payments there is a second table where the key dealings or component transactions which are electronic payments have been removed.

4. For each dealing the tables list the sum of all transactions which make up a dealing, together with the percentage delivered electronically now (%take-up) and the percentage which could be delivered electronically (%capability) if the customer chose to use that service. The table also shows the estimated volume of transactions, % take-up and %capability at the 25% target date in October 2002.

5. All departments purchase goods and services and for some, notably MOD, but also to a lesser extent smaller departments such as the Treasury, purchasing is almost the only activity carried out with the business community. The Treasury has set all departments a target to make 90% of routine low value purchases by electronic methods by the year 2001, and for this reason purchasing and contract processes are described in narrative but are not included in departmental tables.

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3. Issues

1. Providing the citizen and business with the opportunity to communicate electronically, for example through a call centre or using the Internet, is in addition to and not a replacement for the traditional paper-based systems. Departments have reported that in some cases there are significant difficulties to be overcome before a programme of modernisation can be put in place. Re-design of service delivery to make effective use of modern computer technology requires significant resource as well as business process change and in some cases will need legislative change. Barriers which were reported to CITU in this reporting round were:

authentication of identity - in some cases departments will need to adopt new ways of ascertaining the identity of the customer if they are to make significant changes, such as setting up call centres

acceptability of digital signatures - departments will in some cases need to satisfy themselves as to the acceptability of digital signatures if they are to move away from paper-based dealings

legislative barriers - have been identified which will need to be removed or accommodated in order to enable modernisation of services

acceptability of credit cards as a means of payment. Several departments already accept debit cards.

2. There are instances where departments, or their IT suppliers, have automated internal processes in ways which may preclude making a service available electronically to the citizen. Examples include using Optical Character Recognition for completion of forms (which precludes the use of intelligent forms, of digital signatures or call centre technology), and systems design which cannot accommodate joined up service delivery without considerable additional expenditure.

2. Departments were asked to supply figures on their key dealings and the results will be tested by CITU to assess how representative of government dealings the sample data provided are. There are some gaps in the data particularly where there are no measurement systems in place for a dealing. Departments and agencies will be asked to provide complete figures for future rounds including data on any significant new services which may be developed.

3. Most departments have some capacity to receive and deal with emails from the public but there is little evidence to date of a systematic approach to use of email as a standard means of communication with the citizen and business. Not all departments have yet provided their staff with ready access to the Internet or set up formal procedures to respond to electronic mail. The Modernising Government White Paper sets departments a target of participating in the Government Secure Intranet (GSI) by the end of the year. Implementation of this target coupled with the introduction of formal electronic document management procedures will lead to a more organised and responsive use of email.

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4 The Way Forward

1. The next progress report will be published in Autumn 1999 and reports will appear at six monthly intervals thereafter. Departments will contribute updated figures on their dealings and in some cases will report additional dealings as new services are implemented.

2. The Modernising Government White paper sets out further targets beyond 2002 so that by 2005 50% of dealings, and by 2008 100% of dealings, which are properly capable of delivery by electronic means should be available electronically. Departments already have the 25% target in the Public Service Agreements (PSAs) agreed with HM Treasury and the target may be revised in future assessments.

3. CITU is gathering information from departments on a range of qualitative measures of electronic service delivery to assess departments’ preparedness to deliver Information Age Government through modern, convenient and “joined up” services. Information on the methodology of the preparedness exercise is available on the CITU Web site at www.citu.gov.uk.

4. In the period leading up to the Autumn 1999 report CITU will:

test further how representative the results are of government dealings as a whole; test the emerging conclusions of the work against the experiences of citizens and business in

dealing with government; collect and analyse qualitative information on departmental preparedness to deliver the Information

Age targets of the Modernising Government agenda; disaggregate more precisely dealings with citizens and business; discuss how to extend the exercise to the NHS and local government.

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Annex A Departmental Dealings Information

CABINET OFFICE DEPARTMENT FOR CULTURE, MEDIA AND SPORTDEPARTMENT FOR EDUCATION AND EMPLOYMENTDEPARTMENT FOR INTERNATIONAL DEVELOPMENTDEPARTMENT OF ENVIRONMENT TRANSPORT AND THE REGIONSDEPARTMENT OF HEALTHDEPARTMENT OF SOCIAL SECURITY DEPARTMENT OF TRADE AND INDUSTRY.EXPORT CREDITS GUARANTEE DEPARTMENTFOREIGN & COMMONWEALTH OFFICE HM CUSTOMS & EXCISEHM LAND REGISTRYHM TREASURYHOME OFFICEINLAND REVENUE LEGAL SECRETARIAT TO THE LAW OFFICERS LORD CHANCELLOR’S DEPARTMENT MINISTRY OF AGRICULTURE, FISHERIES AND FOODMINISTRY OF DEFENCENATIONAL SAVINGS.NORTHERN IRELAND CIVIL SERVICE OFFICE FOR NATIONAL STATISTICSOFFICE OF FAIR TRADINGSCOTTISH OFFICEWELSH OFFICE

11

CABINET OFFICE

Central Cabinet Office has few dealings directly with the citizen and business. Exceptions are Honours and Public Appointment nominations where some elements are currently paper based, but where the entire nomination process is expected to be fully automated by the target date.

Press Releases – the Central Office of Information issues large numbers of press releases particularly to media organisations, about half of which are delivered electronically. No changes to these proportions are estimated by 2002.

HMSO Crown Copyright Applications – applications can currently be received electronically and by the target date it is expected that the actual licence issue process will be electronic.


Dealing Spring 1999 Target 2002

Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Cabinet Office

Ceremonial Branch Honours nominations

49,000 7 76 61,000 11 100

Central Office of Information Press releases

645,060 50 50 645,060 50 50

Processing of applications to reproduce Crown copyright material

5,400 11 53 5,250 45 76

Public Appointment Unit applications

11,600 9 46 8,600 35 100

Departmental Total

711,060 46 52 719,910 47 55



3 CO’s dealings do not include payments

12

DEPARTMENT FOR CULTURE, MEDIA AND SPORT

This department has responsibility for a large number of agencies, many of which are very small and specialised. DCMS have reported Spring 1999 figures for key dealings carried out by some agencies which have significant dealings with the citizen or business. There is no information available for the 2002 target. British Library - The British Library has developed systems to receive and process requests for documents electronically. Payment by credit card is being introduced and the electronic delivery of documents is under trial. Good progress is being made.

British Museum - The British Museum is able to take bookings, provide confirmation and deal with specialist enquiries by Internet email.

Royal Commission on Historical Monuments of England -The National Monument Record enquiries system provides archive information and answers queries (for example on listed buildings) using both telephone enquiry lines and services supplied direct from the NMR Web site. National Lotteries Charities Board - The Board is currently working on a system for electronic applications for Lottery Grants, in the first instance on disc but in the longer term via the Internet or through a call centre.

Results Including Payments



Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Department of Culture, Media and

Sport

British Library Patent and Non-Patent documents

6,900,000 44 52

British Museum school/student visit booking

6,500 92 100

British Museum specialist enquiry

322,000 96 100

National Monuments Record enquiries

22,000 12 12

Lottery Grants - 1 210,973 94 94Note: 1. Includes returns from National Lotteries Charities Board and English Sports Council only

Departmental Total 7,461,473 47 55



13

Results Excluding Payments



Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Department of Culture, Media and

Sport

British Library Patent and Non-Patent documents

6,900,000 44 52

British Museum school/student visit booking

6,500 92 100

British Museum specialist enquiry

322,000 96 100

National Monuments Record enquiries

22,000 12 12

Lottery Grants - 1 129,349 91 91Note: 1. Includes returns from National Lotteries Charities Board and English Sports Council only

Departmental Total 7,379,849 47 55



14

DEPARTMENT FOR EDUCATION AND EMPLOYMENT

EDUCATIONProgress is reported in connecting schools to the National Grid for Learning and using the Grid to modernise communications with schools. Payment of training loans can be made directly to a bank account, however the paper-based application and award process will not be modernised before the target date. The European Social Fund is aimed at reducing unemployment by providing grants to organisations supporting urban renewal. Applications for grants can be completed and returned electronically over the Internet. Schools and local authorities can send statistical reports electronically to the department.

EMPLOYMENTEmployment Service has introduced Internet based services to match job seekers to vacancies. The Benefits Agency* pays Job Seekers Allowance offering payment direct to bank accounts. Formal interviews will continue to be a prerequisite, however the return indicates that there will be significant modernisation and take-up of the electronic approach to filling vacancies and of the application and sign-off stages of the job seeking process. The Single Work Focused Gateway, a joint project with Benefits Agency1, is expected to deliver further improvements.

OVERSEAS LABOUR SERVICEOLS has already made effective use of the Internet to provide information. This system will also enable employers to complete and return applications electronically. Use of the electronic system for work permits is also set to rise substantially by the target date.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age


Access to National Grid for Learning -1

26,200 40 100 26,200 50 100

Training Loans and Individual Learning Accounts

122,000 82 82 139,000 83 83

European Social Fund

64,500 77 77 64,500 77 77

Statistical Returns from Education

104,800 56 95 104,800 59 95

Employment ServiceClaiming Jobseekers Allowance

43,078,751 40,971,696 6 16

Employment ServiceVacancy Taking &Filling

21,650,034 16 53 21,790,250 66 100

OLSWork permits

147,650 1 1 196,000 26 51

Note 1 : Number of schoolsDepartmental Total

65,193,935 6 18 63,292,446 27 45

1 for Benefits Agency , see DSS return.

15






Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Department for Education

and Employment

Access to National Grid for Learning - 1

26,200 40 100 26,200 50 100

Training Loans and Individual Learning Accounts

22,000 24,000

European Social Fund

37,500 60 60 37,500 60 60

Statistical Returns from Education

104,800 56 95 104,800 59 95

Employment ServiceClaiming Jobseekers Allowance

43,078,751 40,971,696 6 16

Employment ServiceVacancy Taking &Filling

21,650,034 16 53 21,790,250 66 100

OLSWork permits

147,650 1 1 196,000 26 51

Note 1: Number of SchoolsDepartmental Total

65,066,935 6 18 63,150,446 27 45



16

DEPARTMENT OF ENVIRONMENT TRANSPORT AND THE REGIONS

This department has responsibility for a wide range of activity delivered by a number of key agencies.

DRIVER AND VEHICLE LICENSING AGENCY – significant progress has been made by DVLA in the vehicle licensing area, and, subject to availability of the MOT and motor insurance policy database, it will be possible to electronically licence vehicles; initially by telephone and later by other electronic means. At present, the law dictates that the driver licensing process is largely paper-based with the exception of duplicate licences, and whilst there are plans to significantly increase electronic capability with regard to renewal and exchange of licences, the scope for a fully automated end-to-end process is limited.

DRIVING STANDARDS AGENCY – it is already possible to book driving theory and practical tests electronically. By the target date it is anticipated that all theory tests will be taken electronically.

VEHICLE INSPECTORATE – electronic take-up and capability figures for HGV/PSV test bookings are already high, however it is not possible at present to accept credit card payment for tests.

TRAFFIC AREA NETWORK UNIT (TANU) – the processes for HGV/PSV operator licensing and Local Bus Service Registration are currently paper based. Projections for 2002 will be available once the review of the organisation and the TANU IT system is complete.

WILDLIFE & COUNTRYSIDE DIRECTORATE – the process of obtaining a CITES import/export/sale licence and the registration of bird keepers is currently paper-based. The process can be further enabled once electronic signatures are accepted as valid for the purpose of enforcement.

ORDNANCE SURVEY – a high percentage of data and customised products are supplied electronically. The electronic ordering, processing and supply of large scale graphic Superplan® Landplan®, and Siteplan® images is via a remote agents network linked by ISDN. Electronic interfaces to support ordering, payment and licensing of other products have yet to be implemented. There is a high usage of telephone helplines.

HEALTH & SAFETY EXECUTIVE – the reporting of incidents is currently not automated, however a pilot project in partnership with local authorities enabling duty holders to report and discharge their legal obligations over the telephone has been carried out successfully. This may be extended nationally and broadened to include Internet reporting. As a matter of policy, accident statistics for future years are not predicted.

ENVIRONMENTAL PROTECTION GROUP – The Group’s Air and Environment Quality Division provides a substantial amount of Air Quality information to the public and the media, including by electronic means. Information on dealings will be supplied for the next and subsequent reports.

HIGHWAYS AGENCY – no data available.

17




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age



Wildlife and Countryside Directorate Applications to import/export wildlife

90,000 1 120,000 1 1

DVLA Vehicle Licensing

38,000,000 3 9 38,000,000 9 84

DVLADriver Licensing

5,969,000 4 11 6,060,000 11 26

DSA Driving & theory tests

2,683,000 46 94 2,710,000 91 94

Vehicle InspectorateHGV/PSV tests

1,570,000 36 50 1,570,000 36 50

Traffic Area Network Unit HGV and PSV Operator Licensing

122,100 122,100

Traffic Area Network Unit Local Bus Service Registration

21,400 21,400

Ordnance Survey Providing Geographic Information

1,295,086 99 100 1,295,086 99 100

Ordnance SurveySupply of Products and Services

199,728 19 27 199,728 19 27

HSE Statutory notifications

340,000 2 4 340,000 44 47

Departmental Total

50,290,314 9 18 50,438,314 17 76


18




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age



Wildlife and Countryside Directorate Applications to import/export wildlife

60,000 2 80,000 2 2

DVLA Vehicle Licensing

38,000,000 3 9 38,000,000 9 84

DVLADriver Licensing

5,969,000 4 11 6,060,000 11 26

DSA Driving & theory tests

2,683,000 46 94 2,710,000 91 94

Vehicle InspectorateHGV/PSV tests

1,570,000 36 50 1,570,000 36 50

Traffic Area Network Unit HGV and PSV Operator Licensing

122,100 122,100

Traffic Area Network Unit Local Bus Service Registration

21,400 21,400

Ordnance Survey Providing Geographic Information

1,295,086 99 100 1,295,086 99 100

Ordnance SurveySupply of Products and Services (OS)

199,728 19 27 199,728 19 27

HSE Statutory notifications

340,000 2 4 340,000 44 47

Departmental Total

50,260,314 9 18 50,398,314 17 76


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DEPARTMENT FOR INTERNATIONAL DEVELOPMENT

The DFID conducts very little business direct with the citizen but does pay government pensioners both in the UK and overseas. Pensions payments are made electronically where such facilities exist, and subject to the agreement of the pensioner.

The department has significant contact with business, being a large purchaser of consultancy services, particularly in the UK market, but with a growing trend towards obtaining services in those countries covered by the development programme. All UK consultancy payments are made electronically. The department is about to undertake a study to identify ways in which all elements of the contracting process can be further improved by the provision of additional electronic systems.




Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age

Department for

International Development

Pension awards

368,245 73 77 327,000 73 77

Departmental Total

368,245 73 77 327,000 73 77



Results Excluding Payments Reporting

DepartmentDealing Spring 1999 Target 2002

Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age

Department for

International Development

Pension awards

71,595 28 28 62,000 27 27

Departmental Total

71,595 28 28 62,000 27 27



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DEPARTMENT OF HEALTH

The department has few direct dealings with the public or business; patient services are delivered in the NHS by Trusts, GPs and others - with oversight through the NHS Executive in the department. However it does have the policy lead and has reported on selected national initiatives. Web services such as the NHSnet will connect Health Authorities and the majority of GP practices by the target date. Comprehensive health information and front line medical advice will be available to the citizen through the Internet (National Electronic Library for Health) and by telephone (NHS Direct), however it is difficult to estimate the take-up of these services which are still at the pilot stage.

Results



Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age


NHS.Direct - 1 110,000 100 100 see footnote (100) (100)

NHSnet – 2 8,296 6 6 8,296 100 100Electronic Patient Records – 3

222 6 6 222 35 35

PRODIGY: Computerised decision support system for GP surgeries – 4

10,000 2 96 10,000 100 100

Health Information to GPs – 5

102 55 55 102 100 100

1. 110,000 was the number of calls made to the NHS.Direct service up to 31st March 1999. A target has been set that, by 2000, 100% of the English population with access to a telephone will have access to NHS.Direct. It is not possible to predict the volume of calls which will be received by NHS.Direct in 2002, but take-up and capability will be 100%. The total annual volume figure for DoH drops from 128,620 in 1999 to 18,620 in 2002 because of the absence of a 2002 volume figure for NHS.Direct.

2. NHSnet: Volume is number of Health Authority and GP surgeries.

3. Electronic Patient Records: Volume is number of acute hospitals. The figures quoted are extracted from E5614: a survey of acute hospital patient-centred and clinical information systems 1998, NHS Executive, 1999;

4. PRODIGY: The volume figures for 1999 indicate the number of computerised GP Surgeries with PRODIGY integrated into their computer systems as part of a pilot.

5. Health Authorities receiving CMO Urgent Communications for cascade to GPs electronically via NHSnet.

Departmental Total

128,620 86 93 18,620 99 99



3 DoH’s reported dealings do not include payments

21

DEPARTMENT OF SOCIAL SECURITY

DSS is reporting on the key benefit and other payments to the citizen. At present virtually all payments can be made electronically through the banking system but other stages of the benefit process (application, assessment and change of circumstance) are mostly done by the claimant in person or on paper.

The department has a far reaching programme of modernisation which aims to transform the way services are delivered over the next decade. This will involve a significant increase in the volume of electronic dealings. The precise effects on targets cannot be calculated at this stage. In the meantime, DSS continues to explore the use of electronic technology wherever possible.




Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age


Retirement Pension and Widows' Benefits

15,093,500 35 81 15,113,883 38 82

Incapacity Benefit

3,638,500 7 46 3,684,950 8 46

Maternity Allowance

155,800 9 180,125 21

Severe Disablement

503,800 81 525,831 82

Disability Living Allowance

2,835,100 21 73 3,269,993 23 73

Invalid Care Allowance

689,900 1 54 761,598 1 52

Attendance Allowance

2,142,700 28 59 2,135,136 34 65

Child Benefit 12,355,200 19 57 12,332,100 21 57Social Fund 4,527,000 4,546,800Job Seekers Allowance

1,311,500 18 100 1,553,900 20 100

Income Support

19,543,900 2 20 17,564,900 2 21

Industrial Injuries Disablement Benefit

708,200 8 52 691,600 8 54

Child Support 1,046,000 16 34 1,054,000 19 43War Pension 387,400 33 79 316,381 40 86Departmental Total

64,938,500 15 48 63,731,197 18 51



22




Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age


Retirement Pension and Widows' Benefits

4,106,700 16 30 3,917,660 18 32

Incapacity Benefit

1,981,000 1,994,200

Maternity Allowance

141,800 141,400

Severe Disablement

96,200 94,800

Disability Living Allowance

755,200 879,600

Invalid Care Allowance

315,600 366,000

Attendance Allowance

877,800 750,200

Child Benefit 5,323,400 5,271,500Social Fund 3,018,000 3,031,200Job Seekers AllowanceIncome Support

15,648,700 13,873,400

Industrial Injuries Disablement Benefit

337,800 321,200

Child Support 686,000 604,000War Pension 82,000 44,200Departmental Total

33,370,200 2 4 31,289,360 2 4



23

DEPARTMENT OF TRADE AND INDUSTRY

DTI and its agencies have considerable contact with both large businesses and Small and Medium Enterprises (SMEs). Key dealings include:

EXPORT LICENCES - an electronic application form has already been introduced, although supporting documentation is still paper based. The next steps are to consider a fully electronic licence application system, including electronic distribution within government and in the longer term the possibility of issuing electronic export licences accessible by HM Customs & Excise.

REGIONAL SELECTIVE ASSISTANCE - grants are paid via the banking system, but the remainder of the processes, although automated as far as possible, are dependent on electronic signatures.

REDUNDANCY PAYMENTS SERVICE – a key direct financial dealing between DTI and the citizen is via the Redundancy Payments Service, where the payment element is already electronic.

COMPANIES HOUSE - Companies House has made significant progress in enabling electronic filing of statutory returns and provision for electronic searches of registers, and by the target date, expects to have modernised most processes.

PATENT OFFICE - The Patent Office already provides for electronic renewal of patents and expects to have made all key transactions available electronically by the target date.

RADIOCOMMUNICATIONS AGENCY – the agency is already capable of assigning a large proportion of radio frequencies electronically. By 2002, all steps in the process of applying and paying for a licence will be modernised, and significant electronic take-up of services is predicted.

24




Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age

Department of Trade and

Industry

Standard Individual Export Licences

23,000 23,000 50 54

Regional Selective Assistance

8,016 19 21 8,016 20 21

Redundancy Payments Scheme

231,921 19 48 270,000 53 56

Companies House (CH)New Company Registration

218,000 155,000 40 50

CH Annual and Other Company Returns

3,650,000 0 7 4,325,000 22 95

CH Annual Accounts

956,000 1,015,000

CH Provision of Company Info

2,900,000 45 50 6,500,000 80 90

Patent Office Patent Renewals

525,000 25 29 542,000 70 100

Patent Office Trademarks

64,900 68,000 30 100

RCA –Licences

668,668 6 23 580,000 48 96

Departmental Total

9,245,505 16 23 13,486,016 52 84


25




Total annual volume

Take-up

%age

Capability %age

Total annual volume

Take-up

%age

Capability %age

Department of Trade and

Industry

Standard Individual Export Licences

23,000 23,000 50 54

Regional Selective Assistance

6,300 27 6,300 20 21

Redundancy Payments Scheme

120,000 120,000 53 56

Companies House (CH)New Company Registration

218,000 155,000 40 50

CH Annual and Other Company Returns

3,650,000 0 7 4,325,000 22 95

CH Annual Accounts

956,000 1,015,000

CH Provision of Company Info

2,900,000 45 50 6,500,000 80 90

Patent Office Patent Renewals

525,000 25 29 542,000 70 100

Patent Office Trademarks

64,900 68,000 30 100

RCA –Licences

454,201 7 22 430,000 48 96

Departmental Total

8,917,401 16 22 13,184,300 52 84


26

EXPORT CREDITS GUARANTEE DEPARTMENT

ECGD has a significant amount of contact with financial institutions and with businesses exporting UK goods and services. The department uses PC fax extensively in its dealings with business and all payments are made electronically. ECGD has recently upgraded its Web site and is investigating the use of interactive Web-based technology and the potential for e-commerce as a means of dealing direct with businesses.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Export Credits

Guarantee Department

Settling Insurance Claims

290 59 59 300 60 80

Export Finance Schemes

1,958 59 59 2,000 60 60

Departmental Total

2,248 59 59 2,300 60 63





Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Export Credits

Guarantee Department

Settling Insurance Claims

145 59 59 150 60 60

Export Finance Schemes

979 59 100 1,000 60 60

Departmental Total

1,124 59 95 1,150 60 60


27

FOREIGN & COMMONWEALTH OFFICE

F&CO dealings with the public within the UK are limited, the principal activities taking place overseas.

Passports - consular officials issue and renew over 490,000 passports for British citizens overseas each year (in conjunction with the UK Passport Agency). The lower capability figure for 2002 reflects in part the estimated effect of introduction of the new passport issuing system already in use with the UK Passport Agency, whereby forms which can at present be downloaded will be replaced with optical character recognition forms.

Travel Advice - the Travel Advice Service provides automated services to the travel industry. The Travel Service Web site provides up to date travel advice and is very well used.

Migration & Visa - consular officials and entry clearance officers also issue visas (in conjunction with the Home Office Immigration Service). Electronic take-up and capability is limited because of the need to submit photographs or passports.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Foreign & Commonwealt

h Office

Passport 1,476,000 5 65 2,873,550 11 32

Travel Advice Unit

673,764 100 100 2,000,000 100 100

Migration & Visa

1,456,000 1 1 1,741,080 1 1

Departmental Total

3,605,764 21 46 6,614,630 35 44





Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Foreign & Commonwealt

h Office

Passport 984,000 7 65 1,915,700 6 32

Travel Advice Unit

673,764 100 100 2,000,000 100 100

Migration & Visa

1,456,000 1 1 1,741,080 1 1

Departmental Total

3,113,764 24 43 5,656,780 38 47


HM CUSTOMS & EXCISE

28

HM C&E reported on a varied cross section of key dealings which have a significant impact on business.

VAT - HM C&E expects to make the VAT declaration and payment system electronic via the Internet for all traders who wish to use it by the target date. An enhanced system using interactive forms is envisaged by 2005.

EXCISE - It is already possible to make payment for some licences electronically and HM C&E intends to research how best to modernise the other stages in the licensing process. IMPORT/EXPORT - Almost all import processes are already completely electronically capable and are used electronically by the majority of businesses. Similarly the systems to enable electronic export declarations are in place although there is less take up by business as yet.

STATISTICS - Collection of statistics is already partially enabled and more capability is planned.

OTHER - The other sample dealings from the various HM C&E business areas indicate that payment is or will be electronic but other processes have yet to be modernised.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

HM Customs & Excise

VAT Collection 14,800,000 14 30 14,800,000 22 98

APD return 8,856 15 33 8,856 17 33Landfill return 13,314 5 33 13,314 6 33Excise Betting 59,850 33 59,850 33Excise Machine licences

293,634 10 50 293,634 11 50

Customs Import entries

8,000,000 98 98 8,000,000 98 98

Customs Exports

3,000,000 23 25 3,000,000 25 25

Warehousing 450,000 450,000Intrastat and ESLs

2,164,420 15 15 2,164,420 17 66

Departmental Total

28,790,074 38 47 28,790,074 43 86



29




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

HM Customs & Excise

VAT Collection 7,800,000 7,800,000 10 100

APD return 5,904 5,904Landfill return 8,876 8,876Excise Betting 39,900 39,900Excise Machine licences

146,817 146,817

Customs Import entries

4,000,000 98 98 4,000,000 98 98

Customs Exports

3,000,000 23 25 3,000,000 25 25

Warehousing 450,000 450,000Intrastat and ESLs

2,164,420 15 15 2,164,420 17 66

Departmental Total

17,615,917 28 28 17,615,917 33 79



30

HM LAND REGISTRY

The Land Registry has made significant progress in the electronic delivery of services. It is already possible to apply for and receive searches of title electronically, and the number of on-line searches is encouragingly high. As more conveyancing practitioners make routine use of IT services the number of electronic applications will increase. In the longer term, reforms to the Land Registration Acts will pave the way to full electronic conveyancing, facilitating electronic transfer of title and building upon the Land Registry’s partnership with 12 other service providers to develop the National Land Information System which delivers on-line information about land and property.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

HM Land Registry

Land Registration Pre-Completion

20,623,074 22 43 32,160,000 54 100

Land Registration Post-Completion

11,986,728 0 0 14,220,000 45 72

Departmental Total

32,609,802 14 27 46,380,000 51 92






Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

HM Land Registry

Land Registration Pre-Completion

14,817,236 31 60 21,440,000 61 100

Land Registration Post-Completion

8,990,046 0 0 10,665,000 48 63

Departmental Total

23,807,282 19 37 32,105,000 57 88


31

HM TREASURY

The Treasury does not provide services direct to the citizen or business, however the department receives a very high volume of official correspondence. Staff in the department can respond to official correspondence using Internet email from their PCs.

The Treasury has implemented electronic purchasing procedures for the purchasing process including sourcing, tendering, ordering and invoicing, and the Government Purchasing card is used to make electronic payments. The entire purchasing process is expected to be automated by the target date.

Results



Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %ag

eHM Treasury Treat official

letters37,000 0 100 37,000 0 100

Departmental Total

37,000 0 100 37,000 0 100

1 The volume figures above are the total number of interactions between the department and its customers for the sample dealings reported.


3 HMT dealings do not include payments.

32

HOME OFFICE

IMMIGRATION AND NATIONALITY DIRECTORATE – IND have supplied sample figures for calls to their managed call services. At present the Immigration National Enquiry Bureau are answering only 24% of calls but this is set to improve substantially. Other IND figures have not been completed for the following reasons: First the electronic receipt of applications is a long-term target requiring other travel documents (produced by other governments) and supporting documents to be digitised. Projections at this early stage would be tentative and not informative. Secondly there is a need for IND to consult fully with their private sector partner, Siemens Business Services, about any proposed changes in the short or long term which may affect the Integrated Casework Programme. IND, however, do currently provide a large amount of information on their Web site, including application forms for downloading, which will continue to be developed.

PRISON SERVICEPrison Visits - there are plans to modernise the way prison visits are arranged, possibly by using a call centre approach. Remand Hearings - Video is being introduced as a medium for remand hearings. If the trial at 4 establishments is successful, then the system will be extended to 42 establishments by 2002. Purchasing – the purchasing system is being updated so that all establishments will pay bills electronically by 2002.Recruitment – the Prison Service Web site went live in May 1999 and the prison service are investigating use of the Internet as part of the recruitment process.Figures on these Prison Service activities will be reported in future returns.

CRIMINAL INJURIES COMPENSATION - The Board expects to modernise processes so that it will be possible to apply for and receive compensation payments electronically by the target date. There are interview/evidence processes associated with awards which are unlikely to be made electronic by the target date.

UK PASSPORT AGENCY – The Passport Agency issues in the region of 5 million passports every year. The passport system which was recently implemented is based on optical character recognition, which has modernised internal processes, but gives no scope for electronic service delivery to customers during the reporting period. No information has been supplied for this report.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Home Office Criminal Injuries Compensation Authority

216,500 246,000 31 31

IND Enquiry Bureau Help Line

309,690 24 24 450,000 100 100

IND After Entry Asylum Applications

54,775 54,775

IND After Entry Non-Asylum Applications

692,540 692,540

IND Nationality 128,000 128,000Departmental Total 1,401,505 5 5 1,571,315 33 33



33




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Home Office Criminal Injuries Compensation Authority

177,500 201,000 30 30

IND Enquiry Bureau Help Line

309,690 24 24 450,000 100 100

IND After Entry Asylum Applications

54,775 54,775

IND After Entry Non-Asylum Applications

692,540 692,540

IND Nationality 68,000 68,000Departmental Total 1,302,505 6 6 1,466,315 35 35



34

INLAND REVENUE

Inland Revenue already has considerable capability to enable Self Assessment and PAYE returns to be issued and lodged electronically. By the target date, a significant increase in capability is predicted with on-line Self Assessment being extended to all qualifying taxpayers. An Internet system for Self Assessment is currently on trial. Predicted take-up for Self Assessment and PAYE may be conservative.

CONSTRUCTION INDUSTRY SCHEME – a new scheme is being introduced and progress reports will be available for the next round.

CONTRIBUTIONS AGENCYN.I. Numbers – no information is available regarding the automation of the process of obtaining a National Insurance number.End of Year Returns – employers are able to submit employee pay, tax and NI details electronically, and a significant proportion do so already.Self Employment – citizens registering as self-employed for national insurance purposes can make a request electronically, although the actual electronic take-up is low. The remainder of the process is paper based.Personal Pensions – the process of obtaining details from pension providers and issuing payments is already largely enabled.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Inland Revenue

Self-Assessment

51,355,000 1 17 51,355,000 3 33

CIS 17,500,000 23 66PAYE 112,182,372 5 27 112,182,372 9 100Corporation Tax 2,695,837 2,695,837Banking 26,656,965 3 60 30,524,000 19 63Contributions Agency NI Numbers

502,787 502,787

Contributions Agency End of Year Returns

48,689,027 61 100 48,689,027 63 100

Contributions Agency Self - Employment

3,607,188 12 3,607,188 12

Contributions Agency Personal Pensions

9,664,096 94 98 9,664,096 97 98

Contributions Agency Contracting Out

3,446,248 4 61 3,446,248 14 71

Departmental Total 258,799,520 18 45 280,166,555 22 79




35



Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Inland Revenue

Self-Assessment

51,355,000 1 17 51,355,000 3 33

CIS 17,500,000 23 66PAYE 112,182,372 5 27 112,182,372 9 100Corporation Tax 2,695,837 2,695,837Contributions Agency NI Numbers

502,787 502,787

Contributions Agency End of Year Returns

48,689,027 61 100 48,689,027 63 100

Contributions Agency Self - Employment

3,607,188 0 12 3,607,188 0 12

Contributions Agency Personal Pensions

5,269,349 89 95 5,269,349 94 96

Contributions Agency Contracting Out

3,411,940 3 60 3,411,940 13 71

Departmental Total 227,713,500 18 42 245,213,500 21 80



36

LEGAL SECRETARIAT TO THE LAW OFFICERS

The LSLO and its agencies support the Attorney General’s Office. LSLO, Treasury Solicitor’s Office and the Serious Fraud Office have few dealings with the citizen or business.

The Crown Prosecution Service has significant dealings with both citizens and with lawyers and a report will be included in future returns.

37

LORD CHANCELLOR’S DEPARTMENT

THE COURT SERVICEDivorce proceedings - at present the procedures for obtaining a divorce are paper based. However, making the application and decree stages electronic is a target, and the obstacles to this will be investigated.Probate/Letters of Administration - at present the procedures for obtaining a Grant of Probate or Letters of Administration are paper based. However, ways in which these procedures can be made electronic will be considered with the aim of processing up to 50% of cases electronically by 2002.Issuing Claims - the way in which some 2 million claims are issued is being modernised and a significant proportion will be issued electronically by the 2002 target date. Payments to Jurors - at present, some quarter of a million payments to jurors are made by payable order. However, the application and payment processes are being modernised, and by the target date payment via BACS will be available to all who wish to be paid through the banking system.

LEGAL AID BOARDThe Legal Aid Board has commissioned a feasibility study into modernising communications with suppliers of legal aid services. At this stage, details of how and when the process of applying for and being granted a legal aid certificate will be electronic, are not available.

PUBLIC RECORD OFFICEPRO has almost completed the project to make the entire catalogue of documents available to view on the Internet and there is appreciable take up of the electronic catalogue service. It is also possible to pay for copies of documents electronically, however the application process for obtaining copies is not enabled.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Lord Chancellor's Department

Court Service (CS) Claims Issue (Not Fixed Date)

1,900,000 1,850,000 33 80

CS Divorce Proceedings

458,000 458,000 25 80

CS Probate 271,000 271,000 10 50CS Payments to Jurors

500,000 500,000 50 95

Legal Aid Board

7,579,000 3 6 7,747,000 24 34

Public Record Office Access to Catalogue

253,000 35 35 278,000 35 100

Public Record Office Access to Records Information

1,996,000 53 61 2,056,000 53 61

Departmental Total

12,957,000 10 13 13,160,000 31 50



38




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Lord Chancellor's Department

Court Service (CS) Claims Issue (Not Fixed Date)

1,900,000 1,850,000 33 80

CS Divorce Proceedings

458,000 458,000 25 80

CS Probate 271,000 271,000 10 50CS Payments to Jurors (applications only)

250,000 250,000 20 100

Legal Aid Board

7,579,000 3 6 7,747,000 24 34

Public Record Office Access to Catalogue

253,000 35 35 278,000 35 100

Public Record Office Access to Records Information

1,530,000 50 50 1,590,000 50 50

Departmental Total

12,241,000 9 10 12,244,000 29 47



39

MINISTRY OF AGRICULTURE, FISHERIES AND FOOD

MAFF deals primarily with the farming community and associated industries.

CAP GRANTS – the process of applying for a grant is currently paper-based, although payment can be made via BACS. MAFF forecasts that the whole of the grant process will be enabled by the target date.

ANIMAL HEALTH – notification of cattle movements to the British Cattle Movement Service (BCMS) can now be undertaken by email. Large volume increases in cattle movements and take-up of electronic notification are predicted by 2002. A Helpline/Call Centre has also been set up at BCMS and handles a significant number of queries. Although the application process for an export health certificate for the movement of animals and animal products overseas is currently paper based, it will be possible to complete an application form electronically by 2002. Automation of the entire dealing is dependent on agreement within the European Union on certain aspects including security considerations.

FOOD STANDARDS AGENCY DIVISION – a consumer helpline has been set up, and a significant rise in the number of calls is predicted by the target date.

FARM SURVEYS – MAFF has developed a system whereby survey data for selected farms is collected from other systems thus avoiding the need for some farmers to complete forms. MAFF has also started to use telephone surveys and envisages extending their use to further reduce the burden of form completion on farmers. Whatever the form of future data collection exercises, MAFF is committed to such activities being electronically enabled by 2008.

40




Take-up

%age

Capability %age

Take-up

%age

Capability %age


Fisheries and Food

Integrated Administration and Control System

161,700 2 2 161,700 27 100

Arable Area Payments Scheme

77,500 58 94 77,500 79 100

Beef Sheep Premium Scheme

360,950 16 26 360,950 33 100

Suckler Cow Premium Scheme

92,910 29 48 92,910 45 100

Sheep Annual Premium Scheme

176,800 37 60 176,800 53 100

Hill Livestock Compensatory Allowance

38,460 20 33 38,460 34 100

Cattle Tracing System - 1

174,180 22 100 17,100,000 39 100

BCMS Helplines/Call Centre - 2

184,718 100 100 260,000 100 100

Export Health Certificates

302,000 302,000 33 67

Consumer Helpline (FSA)

3,191 100 100 15,000 100 100

Farm Surveys 420,816 6 6Notes: 1. Spring 1999 figures refer to part year; commenced Sep 98 2. BCMS Spring 1999 figures relate to part-year; helpline not set

up until July 1998Departmental Total 1,993,225 23 36 18,585,320 40 99



41




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age


Fisheries and Food

Integrated Administration and Control System

161,700 2 2 161,700 27 100

Arable Area Payments Scheme

7,500 40 40 7,500 70 100

Beef Sheep Premium Scheme

266,250 266,250 17 100

Suckler Cow Premium Scheme

48,700 0 0 48,700 13 100

Sheep Annual Premium Scheme

74,800 5 5 74,800 15 100

Hill Livestock Compensatory Allowance

26,460 2 2 26,460 12 100

Cattle Tracing System - 1

174,180 22 100 17,100,000 39 100

BCMS Helplines/Call Centre - 2

184,718 100 100 260,000 100 100

Export Health Certificates

302,000 302,000 33 67

Consumer Helpline (FSA)

3,191 100 100 15,000 100 100

Farm Surveys 420,816 6 6NOTES 1. Spring 1999 figures refer to part year; commenced Sep 982. BCMS Spring 1999 figures relate to part-year; helpline not set up until July 1998Departmental Total 1,670,315 16 24 18,262,410 39 99



42

MINISTRY OF DEFENCE

The MOD return contains a sample of dealings from organisations within the department and its larger agencies that have contact with the public.

Recruitment - the only dealing MOD has with the public, which could be considered significant in terms of a life event, is recruitment. Considerable use is made of Service Internet Web sites for providing details of Service careers opportunities and contacts, and there are also links with a number of commercial agencies who offer Internet recruitment services. At present, however, most recruitment activity is still paper based; some processes being handled through a network of local Service careers offices. Plans are being developed to increase the use of the Internet in relation to recruitment practices and procedures and to introduce an IT- based recruitment processing system.

Information Services – In addition to the provision of information in response to general enquiries on MOD business which is handled across the Department (some by call centres), the Defence Evaluation Research Agency, the Meteorological Office and the Hydrographic Office provide dedicated information services to the public and business. DERA is able to respond to some 13,000 annual enquiries from the public and business by email, the Met Office has fully electronic weather information services (handling some 4 million individual transactions each year), some of which can be purchased over the Internet, and the Hydrographic Office has partly computerised information services (email volume 17,000 annually), more of which will be in place or further developed by the target date (e.g. electronic Notices to Mariners and Electronic Navigational Charts).

Procurement - the key MOD dealing with business is procurement and MOD is the largest purchaser in government. There are established and extensive electronic purchasing systems across the MOD and its larger agencies, and it is expected that all low value, high volume purchasing will be completed electronically by the Treasury target date. All MOD invoices are paid by the Defence Bills Agency (some 3.6 million per annum), and it is estimated that all payments will be electronic by the Treasury target date. Recent reorganisation within MOD, involving the establishment of the Defence Procurement Agency and the Defence Logistics Organisation is expected to increase the thrust towards a fully automated capability for MOD procurement by the target date.

43




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Ministry of Defence

Recruitment 224,200 225,000

DERA Information Services to OGDs & Industry and Enquiries

52,800 73 79 51,800 81 88

Meteorological Office Information services

4,061,400 100 100 5,112,000 100 100

Hydrographic Office Information services

1,319,104 0 1 42,000 56 62

Departmental Total

5,657,524 73 73 5,430,800 95 95





Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Ministry of Defence

Recruitment 224,200 225,000

DERA Information Services to OGDs & Industry and Enquiries

40,200 75 82 39,200 84 91

Meteorological Office Information services

2,707,600 100 100 3,408,000 100 100

Hydrographic Office Information services

1,319,104 0 1 42,000 56 62

Departmental Total

4,291,104 64 64 3,714,200 93 93


44

NATIONAL SAVINGS

National Savings has supplied data on two popular products, Premium Bonds and Pensioners Bonds.

Personal advice on both products is available through a call centre and from the National Savings Web site. Pensioners Bond dividends are payable direct to bank accounts. Premium Bond prize payments are not yet electronically enabled. National Savings is expecting to make the majority of the process for both products electronic by the target date.

Any new financial products brought to the market will be electronically enabled, as is the case with the National Savings ISA, launched on 6 April 1999.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

National Savings

Buying a Premium Bond

14,389,800 2 24 14,069,400

Pensioners Bond

7,722,200 93 99 7,722,200

Departmental Total

22,112,000 34 50 21,791,600






Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

National Savings

Buying a Premium Bond

7,749,800 4 44 7,429,400

Pensioners Bond

522,200 2 78 522,200

Departmental Total

8,272,000 4 46 7,951,600



45

NORTHERN IRELAND

NORTHERN IRELAND CIVIL SERVICE

Six departments are submitting returns on a sample of key dealings. The functions of NICS departments include some which are carried out by local government elsewhere in the United Kingdom. For several dealings figures have not been supplied at this stage but are expected to be available for future monitoring rounds.

DEPARTMENT OF AGRICULTUREA significant proportion of farmers can and do apply for grants and subsidies electronically, although the remainder of the process is currently paper based.

DEPARTMENT OF ECONOMIC DEVELOPMENT (DED)The process of registering as a job seeker is not currently automated with the exception of the interview process which may be conducted over the telephone. DED receives the majority of vacancy details electronically.DED is predicting that the registration of a new company will be capable of being conducted electronically by the target date. The annual returns process is set to remain paper based until after the target date.

DEPARTMENT OF ENVIRONMENTThe Driver and Vehicle Testing Agency (NI) is undertaking a major project to introduce telephone booking and payment services for vehicle and practical driving tests. In addition, the Driver and Vehicle Licensing Agency (NI) is planning to introduce telephone re-licensing by August 1999 and re-licensing using the Internet by November 1999, thus enabling the whole process to be electronic by the target date. Predictions for take-up of this service are high.

DEPARTMENT OF FINANCE & PERSONNELThe Northern Ireland Statistics and Research Agency is predicting that by the target date citizens will be able to apply for and receive birth, marriage and adoption certificates electronically.

DEPARTMENT OF HEALTH AND SOCIAL SERVICESThe majority of benefits will be paid directly into bank accounts by the target date, although the remainder of the process will continue to require face to face interviews or paper based processes.

NORTHERN IRELAND OFFICE

PRISON SERVICE (NI)Three quarters of payments to suppliers will be made electronically by the target date.

46




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Northern Ireland Civil

Service

Grants and Subsidies

326,500 31 31 326,500 31 31

Farm Surveys 70,000 35 50 70,000 35 50Business Surveys

151,611 24 33 170,000 35 50

Client Registrations

275,000 100 100 275,000 100 100

Submission of Client to Vacancy

646,000 29 75 626,000 53 77

Notification of accidents

3,686 1 100 3,500 50 100

New Company Registration

23,400 27,600 75 75

Annual Returns 14,000 16,000 0 10Benefit 109,647 70 70 126,000 69 69

Appointment for MOT

1,120,000 1,360,000 50 100

Application for Road Licence

Renewal

4,400,000 4,510,000 60 100

Purchase of Maps

52,000 1 50 69,200 13 88

Registration of Births

Marriages & Adoptions

120,000 5 50 120,000 25 100

Revisions to the Valuation List

255,000 20 95 255,000 20 95

Grants and Benefits

33,034 26,201 92 93

Maintenance Application

65,898 23 60 88,412 40 66

Processing injuries claims

35,000 38,000

Northern Ireland Office

Prison Service Payments

20,000 69 69 20,000 75 75

Departmental Total

7,720,776 10 18 8,127,413 55 92


47




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Northern Ireland Civil

Service

Grants and Subsidies

326,500 31 31 326,500 31 31

Farm Surveys 70,000 35 50 70,000 35 50Business Surveys

151,611 24 33 170,000 35 50

Client Registrations

275,000 100 100 275,000 100 100

Submission of Client to Vacancy

646,000 29 75 626,000 53 77

Notification of accidents

3,686 1 100 3,500 50 100

New Company Registration

23,400 27,600 75 75

Annual Returns 14,000 16,000 0 10Benefit 73,098 70 70 84,000 69 69

Appointment for MOT

1,120,000 1,360,000 50 100

Application for Road Licence

Renewal

3,520,000 3,608,000 60 100

Purchase of Maps

26,000 3 100 34,600 2 75

Registration of Births

Marriages & Adoptions

120,000 5 50 120,000 25 100

Revisions to the Valuation List

255,000 20 95 255,000 20 95

Grants and Benefits

1,477 1,873

Maintenance Application

38,768 30 44 46,891 53 53

Processing injuries claims

29,000 31,000

Departmental Total

6,693,540 11 20 7,055,964 54 91


48

OFFICE FOR NATIONAL STATISTICS

Surveys - ONS conducts large numbers of social and business surveys. The collection of business statistics is largely manual and it is not predicted that capability will change significantly until work on the feasibility of Internet usage is completed. Social surveys however are conducted mainly face to face. For those done by telephone, it is unlikely that capability will be further extended by 2002.

Civil Registration – current legislation only allows for birth, death and marriage certificates to be issued in paper form. A review of the civil registration service is due to go to consultation this summer and this will consider options for electronic service delivery. Currently it is possible to request and pay for a copy certificate electronically, however the take-up of this service is relatively low.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age


Business Surveys

1,290,000 10 10 1,290,000 25 25

Social Surveys 257,000 63 77 257,000 63 77Civil Registration Copies

1,704,116 7 67 1,704,174 7 67

Civil Registration Enquiries

344,800 90 100 344,800 90 100

Departmental Total

3,595,916 20 50 3,595,974 25 56





Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age


Business Surveys

1,290,000 10 10 1,290,000 25 25

Social Surveys 257,000 63 77 257,000 63 77Civil Registration Copies

1,136,058 5 50 1,136,116 5 50

Civil Registration Enquiries

344,800 90 100 344,800 90 100

Departmental Total

3,027,858 22 41 3,027,916 28 47


49

OFFICE OF FAIR TRADING

OFT has two principal customer dealings, Consumer Credit Licensing and Cases under the Competition Act. Due to Year 2000 obligations, the current consumer credit licensing process will remain entirely paper based until after 2000. The Competition Act’s main provisions come into force in March 2000 and cases will be handled by a new system. Details will be reported in future returns after that date.

50

SCOTTISH OFFICE

The figures below provide a sample of some of the key dealings conducted by The Scottish Office and its agencies with the public and business. The majority of services delivered in Scotland are provided by local authorities, educational institutions, or by UK departments (such as the Inland Revenue or the Benefits Agency). In recognition of this, The Scottish Office is discussing electronic service delivery issues with local authorities, and post-devolution will continue to maintain and develop links with relevant UK departments. After 30 June 1999 the Scottish response to the 25% initiative will be the responsibility of Scottish Ministers and the Scottish Executive.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Scottish Office

Grants to Business

(Res+Dev)

876 43 77 1,200 65 100

Grants to Business (Regional Selective)

912 24 24 1,200 65 100

Issue of Birth Certificates etc. (excluding local authority issued)

139,400 35 52 177,000 49 80

Genealogical Information

Search

96,000 50 73 110,000 55 73

Property Official Reports

4,960 9 100 400,000 100 100

Property Enquiry (L31A)

22,885 91 100 500,000 100 100

Property Search Sheet Enquiry

23,608 100 100 200,000 100 100

Register Titles to Land

350,000 14 43

Court Programming

2,500,000 50 50 2,500,000 100 100

Criminal Case Administration

200,000 75 75 200,000 100 100

Publication of Judgements

400 50 50 400 100 100

Student Awards 878,374 0 0 541,700 21 100Departmental

Total3,867,415 40 41 4,981,500 83 95



51




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Scottish Office

Grants to Business

(Res+Dev)

643 23 69 880 52 100

Grants to Business (Regional Selective)

693 690

Issue of Birth Certificates etc. (excluding local authority issued)

85,200 29 43 117,000 48 85

Genealogical Information

Search

48,000 50 73 55,000 55 73

Property Official Reports

4,960 9 100 400,000 100 100

Property Enquiry (L31A)

22,885 91 100 500,000 100 100

Property Search Sheet Enquiry

23,608 100 100 200,000 100 100

Register Titles to Land

350,000 14 43

Court Programming

2,500,000 50 50 2,500,000 100 100

Criminal Case Administration

200,000 75 75 200,000 100 100

Publication of Judgements

400 50 50 400 100 100

Student Awards 551,914 443,300 21 100Departmental

Total3,438,303 43 44 4,767,270 85 95



52

WELSH OFFICE

The Welsh Office has reported on a sample of dealings in advance of the devolution settlement. Much of the work now managed by the Welsh Office and delivered by NDPBs will be delivered by new departments following devolution and future returns will reflect these changes.




Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Welsh Office Payments of grants and

invoices for all Welsh Office

functions

151,031 34 100 152,000 42 100

Common Agricultural

Policy Grants

526,943 43 98 527,584 52 98

Housing Subsidy

1,232 36 100 1,232 100 100

Social Housing Grant

2,500 60 100 2,500 100 100

Departmental Total

681,706 41 98 683,316 50 98






Total Annual Volume

Take-up

%age

Capability %age

Total Annual Volume

Take-up

%age

Capability %age

Welsh Office Common Agricultural

Policy Grants

526,943 43 98 527,584 52 98

Housing Subsidy

616 100 616 100 100

Social Housing Grant

1,000 100 1,000 100 100

Departmental Total

528,559 43 98 529,200 53 98


53

Annex B Outline of Methodology

1. There is only one return per Ministerial department. Single points of contact within departments are responsible for collating and submitting information for the whole department including its agencies.

2. Reporting has been restricted to key ‘Dealings’ where the customer interaction is either high volume or high value. The ‘customer’ includes members of the public, business, local authorities and voluntary organisations as well as their agents.

3. A ‘Dealing’ has been split up into a number of component steps or transactions. For example applying for a benefit, a grant or a licence will involve at least three steps, an application, a payment and a final result. This enables the electronic and non-electronic parts of a dealing to be identified and progress over time to be monitored. In some instances, steps will not be electronic before the target date, for example the interview process for Job Seekers Allowance, and the requirement for original documents in passport applications. Only those transactions which involve interactions with the customer are included, transactions which are internal to government are not being reported.

REPORTING

4. During February 1999 meetings took place with departments to agree key ‘Dealings’ and their component transactions. Departments were then asked to complete a spreadsheet by 1 April 1999 for three time periods: October 1997 baseline (when the Prime Minister announced the initiative), Spring 1999 and targets for Autumn 2002. Volumes of transactions were to be reported for each transaction making up a dealing. These included annual volumes, annual volumes of transactions undertaken electronically and annual volumes of transactions capable of being carried out electronically. [Capable is defined as where the transaction could be carried out electronically should the customer choose to do so.]

ELECTRONIC COMMUNICATION

5. For the purposes of this report the principal means of electronic communication have been defined as telephone, Internet, email, fax, TV, electronic payment methods including BACS, video-conference, kiosk, disk/CD Rom, magnetic tape.

WEB SITES

6. Most Departments and many of the larger agencies have developed Web sites. Statistics are usually collected for the number of visits to sites (the “hit rate”), but these statistics do not provide any meaningful information on who accessed the site and for what purpose. Web hits are therefore not a useful indicator of usage, quality or usefulness of the site and have been excluded from this report. A few departments use their sites to provide a formal information service or subscription services, and where these are a significant service, figures have been included (the National Grid for Learning (DfEE), NHS Net (Dept of Health), Travel Advice Unit (F&CO)). There are a few sites with application forms available to download, but only sites providing interactive forms for on-line completion and return or other genuine two-way dealings such as on-line sales fall within the remit of this report.

TELEPHONE

7. Generally telephone information services where the interaction with the citizen is purely one-way, have not been deemed electronic. The use of call centres and phone services which enable two-way transaction with the customer such as the completion of an application form or purchase of a publication or licence, are defined as an electronic service.

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