The public sector is struggling to implement effective digital communications for its own use, despite publically promoting ‘channel shift’ and encouraging customers to go online for everything from tax submissions to parking permits. Intranets are very much the poor relations to public facing websites, with problems ranging from poor functionality and out of date software to sites that are simply dull and discourage collaboration.
This is the finding of a new survey from public sector digital services provider dxw, who asked public sector attendees at the recent CommsCamp event in Birmingham about the performance of their intranets. More than half of the 90 respondents rated the performance of their intranet at 4 out of 10 or lower and highlighted problems ranging from a poor search function and out of date software to a lack of buy-in from their IT department.
Respondents were clear on processes currently provided via paper or email that that could and should be digitised, including HR, finance, admin and IT as well as document sharing and internal communications. For some organisations their intranet is even creating more work, not less: one writes a weekly email newsletter rounding up all the news it has put onto its intranet, while another uses online forms that have to be printed, signed and then scanned back into the system!
Respondents also thought that limited budgets are making the problem worse. Harry Metcalfe, managing director of dxw, argues: “With budgets continually being squeezed, providing good digital tools for public servants is vital. Without them, the public sector will struggle to deliver the services we all need. It’s possible to do more with less, but only by changing the way we get things done.”
Some organisations are turning to alternatives such as Yammer and Facebook Workbook for internal communications, with the intranet reserved for tasked-based activities – referred to by some respondents as a filing cabinet or ‘dump’ for organisational content.
“A good intranet should make it easier for people to get things done, but at the moment they’re mostly ignored and unloved,” continues Metcalfe. “That is, until someone makes the case for change, and then everyone clamours for their particular feature or spot on the homepage. Too often, they try to be everything for everyone, and end up doing nothing at all.
“Most organisations would do better to step back, work out what they really need their intranet for and use simple, up-to-date software to create something that everyone buys into and that makes their work easier.”
