Digital by default services are more efficient and more convenient for users. Our initial testing comparing GOV.UK to the previous Directgov and Businesslink.gov.uk sites shows a more positive rating on both ease of use (93% compared with 75% before) and speed (80 seconds as opposed to 120 seconds to undertake comparable transactions).
Government will save money if demand for higher cost channels decreases. A 2012 SOCITM study across 120 local councils estimated that the cost of contact for face to face transactions averages £8.62, for phone £2.83, but for web only 15 pence. The Digital Efficiency Report found that the average cost of a central government digital transaction can be almost 20 times lower than the cost of telephone and 50 times lower than face to face.