Digital services are transforming
business, practice, central and local
government, charities and other third
sector organisations, by exploiting new
IT architectures and technologies to
deliver web-based business processes,
e-commerce, mobile commerce, and
cloud-based software and services
using the internet and intranets. Many
digital services include key features
such as self-help and self-assessment
solutions for service users, and use
technologies such as chat bots (see
page 13, artificial intelligence) to handle
initial enquiries and requests for
support (rather than, or in addition to,
email), offer interactive live chat from
websites and portals, and communicate
using social media channels such as
Facebook and Twitter.