The report presents the opinions of employees working across 31 public bodies in the UK, and their views on their own organisation's position regarding the use of e-business. The key findings show that e-business can transform services - such as HMRC, the NHS, libraries and other local council services - and that the ultimate beneficiary is the end user of services.
ACCA believes that the move towards e-business by the UK public sector, which has run at a differing pace between organisations, has led to a more sophisticated means of interacting with service users. It has increased accountability and transparency, and allowed for a better connection between public services and the service user, shifting power and control in the relationship towards the service user.
The report concludes with a warning that the skills and knowledge of service providers need to be up-to-date, and that trust and data protection is vital. It warns that public services have a responsibility to ensure that their approach to e-business does not increase inequality for some of the most vulnerable people in society.