Whitehall culls call centres for digital push

Digital television and text messaging are to replace a large number of government call centres and websites in a bid to improve public services, the Cabinet Office announced today.

Prime Minister Tony Blair has backed the shake-up in communication technologies, dubbed Transformational Government, and a planned "slim down" of the 130 government call centres.

In a webcast earlier today, Blair said: "The pace of change can either overtake us or make our lives better and our country stronger. What we cannot do is pretend this isn't happening. The future of public services has to use technology to give customers choice with personalised services designed around their needs not the needs of the provider."

The Cabinet Office (CO) said the changes would provide better information for people. For example, it could enable parents to check online for a child's school attendance or allow a business to submit information to regulators. Reports have also suggested that people will be able to book a doctor's appointment using their digital TV's red-button function and receive confirmation by text message.

The overhaul will see a number of public sector websites redirected to the central government website DirectGov. People will also be able to access their own records to cut the cost of handling simple enquiries, the CO said.

The project is intended to share data over government departments to cut duplication costs and reduce errors.

In a press statement, Ian Watmore, chief government CIO, said: "I want to ensure every IT professional in government has the right skills and support to make this happen. This is about designing systems around the public's needs, using technology to deliver policy at the front line and breaking down barriers to enable us to share case information."