Australians' Use of and Satisfaction with e-Government Services
Foreword
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.
E-government channels are convenient to citizens. By using the Internet to contact government, citizens can overcome geographic isolation. They can access government services at any time from any place with a connection. This provides obvious advantages over other channels – saving time and cost and offering convenience. The survey also reveals that people like using the telephone to contact government as it too offers convenience. This supports the Government’s multi-channel strategy.
This survey reveals that the lack of awareness of government services available on the Internet is one of the main barriers to increasing the use of the Internet as a channel to contact government. Results from the study indicate people will use the Internet to access government services if the services are available; and if people know the service exists.
This gives governments clear directions as to how the Internet can be used to improve government service delivery.
This report has been developed with the cooperation of all Australian governments. It provides valuable data for governments so that services can continue to meet the needs of individuals, business and the community. Governments at all levels have responsibility for service delivery and can learn from this survey’s findings to help identify priorities and deliver more responsive services for all citizens.
SENATOR THE HON ERIC ABETZ
Special Minister of State
June 2005
Contact for information on this page: <a href="mailto:e-government@finance.gov.au">e-government@finance.gov.au</a>