Written answers
Tuesday, 24 October 2023
Department of Public Expenditure and Reform
Public Services Provision
Richard Bruton (Dublin Bay North, Fine Gael)
Link to this: Individually | In context | Oireachtas source
214. To ask the Minister for Public Expenditure and Reform if he has taken steps to ensure that across the public service, there are alternative forms of access for those who are not equipped to use digital systems; and if telephone access alternatives with monitored speed of response and hubs in the community are part of a robust alternative. [46618/23]
Paschal Donohoe (Dublin Central, Fine Gael)
Link to this: Individually | In context | Oireachtas source
I wish to thank the Deputy for this question. As he may be aware, earlier this year I launched Ireland’s digital inclusion roadmap, Digital for Good, which aims to make Ireland one of the most digitally inclusive States in the EU.
The roadmap restates the principle set out in Connecting Government 2030 which identifies “digital by default” as a core design principle for the provision of digital public services. However, it also notes that digital by default does not mean digital only and that we will use digital to improve the off-line experience for those who are unable to consume services digitally. By enabling and encouraging those who can use digital services to so do, we can redirect resources in a range of ways to provide a much better service to those who may need assistance.
Government recognises that digital government can never fully replace human interaction. In an inclusive digital government, technology on its own should not constitute the only channel of communication.
Provision of inclusive, accessible and literacy-friendly digital public services should mean that digital is complemented by approaches that either support assisted digital, such as chat bots and service desks, or provide direct personal support such as by telephone.
One of the measures in Digital for Good is to examine the use of blended/ complementary channels and supports. Facilitation of offline-online integration may involve supports at existing government offices and libraries. Furthermore, increasing availability and use of online services, will free up resources to better support those who may struggle with technology or may not be in a position to engage online. Government’s investment in national broadband and community/connected hubs also present opportunities to enable access to government services. It is a matter for individual public bodies to consider how best to meet the aims of Digital for Good and ensure no one is left behind.
No comments