Public favours human touch in civil service

THE public still wants to speak to civil servants over the phone when they contact a government department — despite the rise of email and internet.

A poll of almost 1,000 adults showed three-quarters either phoned or visited the last time they contacted a public service such as the Passport Office.

By contrast, 18% visited a government website while a mere 4% had emailed the department they needed — despite government investment in electronic communications.