Australians' Use of and Satisfaction with e-Government Services
4 Who is – and is not – using e-government services
This study identified key characteristics of people who contact government via any channel, and sought specifically to understand the significant differences that might exist between those who use e-government services and those who do not.
Differences were found across many demographic areas, specifically between those who access government services via the Internet, and those who do not.
4.1 Geographic location of e-government users
4.1.1 Location of people accessing government services via the Internet
As mentioned in the introduction, one of the key benefits of e-government service delivery is the ability to overcome geographic barriers. The study examined the types of channels favoured for people living in metropolitan, regional and rural/remote areas[12]. Figure 4.1 identifies the use of government services via the Internet by location. Key findings were:
- Internet users living in metropolitan areas are more likely to use the Internet to contact government (57%) than those living outside capital cities; and
- Internet users living in rural/remote areas are more likely (50%) than people living in regional centres to use the Internet to access government (48%).
People living in metropolitan areas are more likely to use the Internet to contact government than those living outside capital cities. However, Internet users living in rural/remote areas are more likely to access government via Internet than people living in regional centres.
These figures are likely to reflect the fact that time taken to access a government office in person are higher in metropolitan and rural/remote areas than in regional centres – a finding confirmed in focus groups.
4.2 Demographic profile of people using e-government services
In addition to understanding geographic differences in the profile of the people contacting government by various channels, the study also identified the key demographic characteristics of people using particular channels. Of particular interest was the profile of people that used the Internet and telephone to contact government.
4.2.1 Demographic differences for people contacting government by Internet
People who used the Internet to contact government were more likely than the average person to be male, aged between 25 and 34 and educated to university level or higher.
A number of demographic details were captured as part of the surveys. This provided a basis for analysing the demographic characteristics of people that use specific channels. People who used the Internet to contact government were more likely than the average[13] person to be:
- male (57%);
- aged 25-34 (25% compared with 19% average) or 35-49 (41% compared with 31% average);
- living in households with dependent children at home (51% compared with 43% average);
- educated to university level or higher (65% compared with 45% average);
- working full-time (63% compared with 46% average);
- professional workers (19% compared with 10% average);
- reporting a personal income of more than $50,000 per annum (38% compared with 23% average), and a household income of more than $50,000 per annum (67% compared with 48% average); and
- living in metropolitan areas (72% compared with 63% average).
4.2.2 Demographic differences for people contacting government by telephone
Telephone users were more likely to be female and aged between 35 and 49.
The demographic profile of telephone users tended to more closely resemble the profile of the average respondent. While the differences in profile were not as stark as they were for Internet users, telephone users were more likely to be:
- female (57%);
- aged 35-49 (36% compared with 31% average); and
- living in households with dependent children at home (49% compared with 43% average).
4.3 Demographic profile of people that are not using e-government services
A key area of interest in this study was the need to better understand any significant demographic differences in people that used channels other than the Internet and telephone to contact government. The following section describes significant variations in the profile of people accessing services in person, via mail and via other channels (including through intermediaries such as tax agents).
4.3.1 Demographic differences for people contacting government in person
People contacting government in person were more likely to be aged 50+, educated to secondary school level and living in regional or rural areas.
Given that people accessing government in person represented nearly half of all contacts, it is expected that their demographic profile will align closely with the average for all respondents. Despite this, people contacting government in person were more likely to be:
- aged 50+ (41% compared to 38% average);
- educated to secondary school level (56% compared to 53% average); and
- living in regional or rural areas.
People favouring in person contact with government tend to be less likely than the average for all respondents to be:
- aged 35-49 (28% compared with 31% average);
- working full-time (42% compared with 46% average);
- educated to university level or higher (42% compared with 45% average); and
- living in a metropolitan area (60% compared with 63% average).
4.3.2 Demographic differences for people contacting government by mail and `other’ channels
People who contacted government by mail were close to the average, with no significant demographic differences.
In contrast, significant differences were found for people who contacted government via other channels (including direct debit, through accountant/tax agent and facsimile). People in this group were more likely than the average to be:
- aged 50+ (52% compared with 38% average);
- living as a couple with no dependent children at home (54% compared with 29% average); and
- working in the manufacturing industry (14% compared with 4% average).
People accessing government through channels other than the Internet, telephone, mail and in person were less likely than the average to be aged 18-24 (6% compared with 12% average) and educated to university level or higher (34% compared with 45% average).
[12] The definition of metropolitan (metro), regional and rural/remote is based on Section of State. Metro includes all capital cities in each state/territory. Regional includes secondary towns. The balance is classified as rural/remote.
[13] Average is based on the figure for all people who had accessed a government service in the past 12 months.
Contact for information on this page: <a href="mailto:e-government@finance.gov.au">e-government@finance.gov.au</a>