Hot Topics
The.ICT environment is a fast changing one in which week on week there will be one or more new hot topics. However, suppliers and users alike, while wanting to keep up with the latest issues, wish to take a more stable approach, as well as address only those issues which become important.
At the present time, important hot topics surround the experience of the user with ICT based systems. As and when the use of ICT based systems becomes fully accepted as the normal method of access to services, other issues will rise in importance.
i) Services become user-centric, that is, the user is in charge, the choice is theirs and the success or otherwise of service delivery rests upon whether the user likes the service and its method of delivery;
(ii) Technology becomes transparent and it is the value of the service or application that is important;
(iii) In a remote online environment, the biggest single issue affecting a user's willingness to participate is Trust, including privacy and security;
(iv) At the same time it is recognised that without special efforts to provide adequate support, up to 40% of the population could be disenfranchised from access to online services as a result of fear, technophobia, lack of understanding, special needs affecting their ability to interface with systems or language difficulties. Accessibility is one of today’s key topics.