A new survey has found that most Irish people would prefer to deal with the country’s Public Service online rather than face-to-face.
The research, commissioned by digital transformation specialist, OpenSky, found 55 per cent of people would prefer to use apps or websites to deal with public organisations.
This included when collecting benefits, applying for visas, passports and driving licences, filing or accessing tax records and accessing health records.
More than half said they preferred online access as they could do it at any time, while 52 per cent said it was faster response times that made digital channels more appealing.
Increased efficiency came third, at 43 per cent, while 28 per cent said they preferred not to have to deal with “unhelpful” Public Servants.
The survey, which questioned more than 1,000 citizens across the country, found telephone was the second most popular method of communication.
Long waiting times was chief among complaints when dealing with public sector organisations, with 33 per cent citing it.
Around a quarter of people surveyed criticised customer service levels.
The recent lockdown measures to help curb the spread of COVID-19 has led to a spotlight on online services as people turned to the internet and digital channels for everything from shopping and socialising to work and dealing with the State organisations.
Technology and Commercial Director of OpenSky, William Flanagan said people wanted more information and greater access at their fingertips.
“They also want better, faster service which has resulted in online channels of communication and technologies that enable automation coming to the fore,” Mr Flanagan said.
“An online approach with people at the centre has the potential to improve how we as a nation work across all facets of life and benefit everyone,” he said.
Dublin, 29 July 2020
