Government web sites fail the public

Many government web sites are failing to meet the public's needs, according to research.

A survey by public sector user group Socitm and charity Citizens Advice examined whether information on the web could help with the problems most commonly reported to Citizens Advice Bureaux across the UK.

Web sites that came under scrutiny included UKOnline, the Department of Trade and Industry, NHS Direct the Department for Work and Pensions and 16 local authorities.

Researchers tested responses to likely questions over benefits, housing, health, debt, legal proceedings and consumer complaints.

The government's flagship UKonline site was singled out for criticism by the report.

Martin Greenwood, programme manager for Socitm Insight, says UKOnline 'didn't provide the links to the sort of government sites that would have the information needed.'

But the report was not all negative.

'We did pick up on good practice,' said Greenwood.

'Energywatch.org.uk dealt effectively with questions over consumer goods and services, and the City of Manchester has an effective website. But there are major deficiencies on sites that should help citizens with information that they are likely to need.'