With a 24/7 open all hours style that the internet has generated and that people now expect.  What can local councils offer their Citizens by way of 24/7 access and what do Citizens want from accessing public services outside of office hours?

75% of Citizens want to access public services outside of working hours

According to reports from Socitm 75% of citizens want access to public services outside working hours within and across the UK, with reduced budgets the web is an obvious service delivery route that until now may not have been given the right level of attention.

Constant Access to Information

Providing consistent and up-to-date information at the touch of a button that can be accessed around the clock, that doesn’t fall ill, require time off for weekends, bank holidays or two weeks away in the sun, technology wins over humans most of the time, on this front anyway!  There are the obvious glitches that happen now and again with server upgrades / internet issues or generally in the less developed countries there is the issue of electricity, but in the West we tend to be fairly luck around the constants of supply that we have all grown used to.

The Solution?

However, the web doesn’t mean that we don’t need human input, we can’t get away from the fact that we still need to have interactions between people and machines.  We need a set of experts either to prepare or maintain the systems that allow 24/7 access.  We still need experts to create the knowledge, whilst knowledge management can be organised by staff initially,  we can allow an intelligent knowledge management system like  to continue to learn what the public is searching for and what answer best matches their request.

To find out more about our knowledge management software, please contact us >>

Frequently Asked Questions

Q: Do citizens actually want access to public services outside of traditional business hours?

Yes — research cited in the article notes that a large majority (about 75 %) of citizens want the ability to access public services online outside typical office hours, reflecting expectations shaped by always-on digital experiences.

Q: What kinds of information or services do citizens expect when they’re accessing services after hours?

Citizens increasingly expect constant access to accurate, up-to-date information online — whether that’s policy details, service guidance, forms, or best-practice answers — without having to wait for office opening times, weekends or holidays.

Q: Why has demand for 24/7 access to public services grown?

The rise of the internet and digital services has shaped people’s expectations: citizens are accustomed to getting information anytime — so they now expect the same from public services, even when staff aren’t available in person.

Q: Does 24/7 access replace the need for human support in public services?

No — while citizens value technological access, human expertise is still necessary to maintain and update systems and to handle complex or sensitive enquiries that automated or self-service channels can’t resolve alone.

Q: How can public organisations deliver around-the-clock services efficiently?

Many agencies use digital channels — like online knowledge bases, self-service portals, FAQ systems and automated tools — to provide citizens with reliable answers at any time of day, reducing pressure on in-person or phone-based support and meeting modern expectations.