Government agencies generally wish to encourage their customers to use digital services in preference to ringing call centres or attending a shop front, as digital services are cheaper for the agency and more convenient for the customer. While this has been the case for some time, there are still barriers to adoption. We will discuss preliminary, in-progress research in identifying barriers to digital service adoption by observing relevant portions of customers' interactions with an government call centre.
Monday, October 27, 2014
Barriers to Government Online Service Adoption
Tom Rowlands and Michael Kearney from CSIRO will speak on "Can we find barriers to government online service adoption from call centre interactions?" In the Australian National University, Computer Sicience and Information Technology Building, CSIRO seminar room S206 4pm 27 October 2014: