Australians' Use of and Satisfaction with e-Government Services
8 Encouraging use of the Internet to contact government
Governments globally are keen to understand what they can do to improve e-government service delivery. It is important to also understand how people not using the Internet to contact government could be encouraged to do so.
All random survey respondents were asked ‘what, if anything, would encourage you to use the Internet more often for accessing or communicating with government services?’
The most important factor that would encourage Internet use is improved usability of online services. However, 37% of all respondents felt there was nothing that could be done to motivate them to have more contact using the Internet.
As shown in Figure 8.1, the most important factors that would encourage Internet use are improved usability of online services (15%), followed by improved access to the Internet generally (13%) and improved content (7%). Other areas that were reported as significant potential motivators include improved skills to access Internet services and greater awareness of what is available via the Internet.
Approximately 37% of all respondents felt there was nothing that could be done to motivate them to have more contact using the Internet. This figure is inflated by the high number of people who do not currently use the Internet that expressed this view. Approximately 58% of this group are retired, while 75% are aged over 50.
8.1 Encouraging Internet contact among existing Internet users
Internet users were asked what factor would encourage them to make more contact with government via the Internet. Figure 8.2 identifies the key factors.
Among those who use the Internet at home, school, library or at work, making it easier to find government services encourage more contacts via the Internet (12%). Better website layout or navigating tools (9%), better informed of what I can do online (9%) and better security when transferring personal information via the Internet (8%) are also strong motivators.
8.2 Encouraging Internet contact among non-Internet users
Non-Internet users were asked what would motivate them to contact government via the Internet. Figure 8.3 shows responses to this question. Access to the Internet played a key role, with 27% of non-Internet users stating that they may be motivated if they had a computer or Internet access at home, work, school or a library. This is followed by ‘being more familiar with using the Internet/computer in general’ (12%), ‘lower costs for Internet connection’ (6%) among others.
[17] This figure indicates key findings only, therefore total of percentages may not equal 100%.
Contact for information on this page: <a href="mailto:e-government@finance.gov.au">e-government@finance.gov.au</a>