Australians' Use of and Satisfaction with e-Government Services
Publication Summary
The Internet is now a mainstream choice for people to make contact with government. Thirty nine percent of Australians have had contact with government via the Internet over the last 12 months. And that number is growing as is the sophistication of the transactions undertaken.
With this growth it is vital that governments at all levels ensure they continue to provide the degree of citizen founded service delivery which their citizens want. That is why this survey is so important. It provides governments with information on what forms of service delivery are currently preferred by their citizens. It also indicates the types of service citizens want provided in the future.
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Australians' use of and satisfaction with e-government services [
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Table of Contents
1.1 Introduction
1.2.1 E-government usage
1.2.2 E-government users
1.2.3 Reasons why people choose e-government
1.2.4 Barriers to greater e-government uptake
1.2.5 Satisfaction with e-government services
1.2.6 Encouraging greater use of e-government services
1.3 Major findings
1.3.1 E-government usage
1.3.2 Profile of e-government users?
1.3.3 Motivations for using the Internet to contact government
1.3.4 Barriers to e-government use
1.3.5 Satisfaction with government services accessed via all channels
1.3.6 Future use of the Internet to access government services
2. Introduction
2.1 Background
2.2 Definition of e-government
2.3 Need for a study of this type
2.4 Terms of reference for this study
3. Use of E-government Services
3.1 Internet use
3.1.1 Levels of general Internet use
3.1.2 Levels of Internet use to access government services
3.2 Telephone use
3.3 Types of services being accessed
3.3.1 Most popular services and service categories
3.3.2 Level of government contacted
3.3.3 Type of information exchange
4. Who is - and is not - using E-government Services
4.1 Geographic location of e-government users
4.1.1 Location of people accessing government services via the Internet
4.2 Demographic profile of people using e-government services
4.2.1 Demographic differences for people contacting government by Internet
4.2.2 Demographic differences for people contacting government by telephone
4.3 Demographic profile of people that are not using e-government services
4.3.1 Demographic differences for people contacting government in-person
4.3.2 Demographic differences for people contacting government by mail and 'other' channels
5. Why people use E-government Services
5.1 Reasons for using the Internet to contact government or access services
5.1.1 Demographic variations in what motivates people to use the Internet to contact government
5.2 Reasons for using the telephone to contact government services
5.2.1 Demographic variations to what motivates people to use the telephone to contact government
5.3 Comparing Internet and telephone users
5.3.1 Unique motivators for Internet use
6. Why people did not use E-government Services
6.1 Reasons for choosing channels other than the Internet and telephone to contact government
6.1.1 Reasons for contacting government in person
6.1.2 Reasons for using mail to contact government services
6.2 Reasons why people did not use an e-government channel for a particular contact
6.2.1 Why Internet users did not use the Internet to make contact
6.2.2 Why non-Internet users do not use the telephone to make contact
7. Levels of satisfaction with E-government Services
7.1 Levels of satisfaction by channel
7.2 Variations in satisfaction levels by service category
7.2.1 The extent that the respondent achieved what they intended
7.2.2 The ease of finding specific information or service respondents
7.2.3 The ease of using the service
7.3.1 Dissatisfaction with Internet contact
7.3.2 Dissatisfaction with telephone contacts
8. Encouraging use of the Internet to contact Government
8.1 Encouraging Internet contact among existing Internet users
8.2 Encouraging Internet contact among non-Internet users
9. Conclusions
10. Appendices
10.2 Terms of Reference and Project Objectives
10.3 A guide to definitions and terms used in this report
Copyright Notice
© Commonwealth of Australia 2005
This work is copyright. You may download, display, print and reproduce this material in unaltered form only (retaining this notice) for your personal, non-commercial use or use within your organisation. Apart from any use as permitted under the Copyright Act 1968, all other rights are reserved. Requests and inquiries concerning reproduction and rights should be addressed to Commonwealth Copyright Administration, Attorney General’s Department, Robert Garran Offices, National Circuit, Barton ACT 2600 or posted at http://www.ag.gov.au/cca [
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Contact for information on this page: e-government@finance.gov.au