Review of International and Private Sector Evidence on the Effectiveness of Digitising Services

Immaculate Dadiso Motsi-Omoijiade, Pamina Smith, Axelle Devaux, Joanna Hofman, Dominic Yiangou, Isabel Flanagan, Madeline Nightingale

ResearchPosted on rand.org Oct 11, 2024Published in: gov.uk website (2024)

This review addresses a number of research questions, grouped into 4 areas of interest: the impact that online provision of services has on costs and savings; the impacts of digitalising services on customer experience; the wider societal impacts of shifting services online, even if these are more difficult to quantify; lessons learned from the digitalisation process experienced as a result of the COVID-19 pandemic.

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Document Details

  • Copyright: Crown
  • Publisher: Department for Work and Pensions
  • Availability: Non-RAND
  • Year: 2024
  • Pages: 75
  • DOI: https://doi.org/10.7249/pubs
  • Document Number: EP-70674

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