Research indicates that citizens are increasingly willing to try electronic channels to interact more effectively with Government. However, they insist that these new channels should supplement and not replace traditional channels and the acceptance of technology is significantly lower for the older and poorer sections of society.

  The Post Office, which enjoys exceptionally high ratings for accessibility, familiarity, service, and trust, and is seen as a natural provider of Government services, is ideally suited to form the backbone of the "Better Government" agenda and act as a single provider of all types of channels, using sub-contractors as necessary for particular expertise. The Post Office's capability to deliver to every door and provide 19,000 Post Offices Counter outlets within one mile of 94 per cent of the population are valued by all, particularly the old, the poor and those living in rural communities. In addition The Post Office has one of the largest customer bases in the UK, involving communication with most UK businesses every day. These capabilities are continually being built upon by harnessing technology in ways that will improve services and accessibility still further and provide a key enabling infrastructure towards the Information Age within the UK.

  Post Office Counters Limited are in the process of automating all Post Offices as part of the Horizon project, which will see the installation of approximately 40,000 touch screen terminals that will be networked and linked to central systems via an open, Internet-enabled and secure architecture. The initial applications are the payment of benefits and the automation of existing Government processes such as National Savings, Passport Agency, DVLA, and others, although the scope and extent of this project will increase in time.

  The exchange of services and information between citizens and Government in most key policy areas could be improved dramatically through Horizon. The combination of the Post Office's existing brand values, reach and ability to combine traditional and electronic channels can ensure that "Information Age Government" is achieved more quickly and in a socially inclusive way. Examples of these possible services include the following:

—  Open Government: Postal and electronic polling; improving central and local Government consultation.

—  Health Services: Advice; appointments; donor recruitment and registrations; health record storage and access.

—  Welfare Services: Universal Banking; welfare rights advice; fraud prevention.

—  Employment: Job opportunities and applications; benefit/grant information.

—  Education: Information on schools, colleges and other educational institutions on performance and courses; grants information and application.

—  Transport: Integrated public transport information and ticketing; payment of road tolls.

—  Law and Order: Information on crime prevention; non-violent crime reporting; validation of documents; payment of fines.

  This potential future role for the Post Office is currently being demonstrated by the "Open for Business" pilot project. The pilot, which is led and managed by the Post Office, allows small businesses in the Norwich area to obtain relevant and integrated information across a wide range of central and local Government departments and to register their businesses electronically via a digital signature. These diverse services are provided under one common familar and customer focused brand—"Post Office Open For Business". Other, more advanced, applications of this service in the Electronic Commerce market will in due course be investigated and proved.