I have written two letters to the newspapers to point out that the online processes of government agencies can have the unintended consequence of creating more inefficiency. The public has to gather the information that is needed and have to do the data entry on the website.
Due to the complexity of the website, the public has to spend a lot of time to navigate the website and to learn about the data entry process. If the data entry is done by the specialised person employed by the agency, the work can be done quickly. If it is done by the public, the time taken could be many times of the time saved.
My administration staff have spent a few hours on simple data entry of requests on online websites, due to the complexity. Time has to be spent to learn the process and to call the helpline for guidance. Sometimes, the delay is due to the use of the wrong browser, or the slow internet connection or a busy server. The same work can be done in a few minutes by a data entry staff who is familiar with the process.
If the online process has to be done monthly, it may be all right to get the public to learn how to handle it. But if it is done infrequently, it does not make sense to teach the public how to handle the data entry as much time has to be spent on the teaching and learning.
Due to the complexity of the website, the public has to spend a lot of time to navigate the website and to learn about the data entry process. If the data entry is done by the specialised person employed by the agency, the work can be done quickly. If it is done by the public, the time taken could be many times of the time saved.
My administration staff have spent a few hours on simple data entry of requests on online websites, due to the complexity. Time has to be spent to learn the process and to call the helpline for guidance. Sometimes, the delay is due to the use of the wrong browser, or the slow internet connection or a busy server. The same work can be done in a few minutes by a data entry staff who is familiar with the process.
If the online process has to be done monthly, it may be all right to get the public to learn how to handle it. But if it is done infrequently, it does not make sense to teach the public how to handle the data entry as much time has to be spent on the teaching and learning.
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