Government on the internet: progress in delivering information and services online

This report looked at the progress made by government in delivering services and information online since the NAO last reported in 2002. Government organisations spend some £208 million on websites each year. Usage of the main government websites has risen over time and some sites are widely and repeatedly used. For example 78 per cent of Jobcentre Plus online service users visited its sites at least once a week. However, the study reports a number of areas where departments and agencies could improve value for money in the provision of online information and services. The researchers found that: Government web sites tend to be text heavy and complex to understand and to navigate; Many agencies have little information about how much online provision of services costs; Most departments lack sufficient information about who is using their sites and how they are being used