Figures

Text Descriptions

Figure 1 Trends in general internet use by age

Figure 1 Trends in general internet use by age shows the growth since 2004–05 in the percentage of people who use the internet across different age groups.

Of people between 18 and 24, 89% said they used the internet in 2004–05, 90% in 2006, 93% in 2007, 94% in 2008 and 96% in 2009.
Of people between 25 and 34, 88% said they used the internet in 2004–05, 91% in 2006, 90% in 2007, 93% in 2008 and 96% in 2009.
Of people between 35 and 44, 85% said they used the internet in 2004–05, 86% in 2006, 89% in 2007, 90% in 2008 and 92% in 2009.
Of people between 45 and 54, 76% said they used the internet in 2004–05, 82% in 2006, 85% in 2007, 81% in 2008 and 87% in 2009.
Of people between 55 and 64, 56% said they used the internet in 2004–05, 68% in 2006, 72% in 2007, 74% in 2008 and 76% in 2009.
Of people over 65, 28% said they used the internet in 2004–05, 38% in 2006, 41% in 2007, 44% in 2008 and 49% in 2009.

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Figure 2 General internet use and broadband connection

Figure 2 General internet use and broadband connection compares the growth in the use of the internet and broadband connections since 2004–05.

In 2004–05, 71% of Australians said they used the internet, 77% in 2006, 78% in 2007, 79% in 2008 and 82% in 2009.
In 2006, 57% of Australians said they had a broadband connection, 61% in 2007, 68% in 2008 and 76% in 2009.

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Figure 3 Broadband connection and internet use by location

Figure 3 Broadband connection and internet use by location shows broadband connection and use of the internet by location.

Of people living in metropolitan areas, 80% have a broadband connection and 85% use the internet.
Of people living in regional areas, 69% have a broadband connection and 76% use the internet.
Of people living in rural/remote areas, 73% have a broadband connection and 85% use the internet.

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Figure 4 Broadband connection by household type

Figure 4 Broadband connection by household type shows the percentage of people with broadband connection according to the composition of their household.

Households with children are more likely to have a broadband connection. Ninety two per cent of couples with one or more dependent children at home, 81% of extended families and 79% of single parents with one or more dependent children at home have a broadband connection.

Seventy seven per cent of households of more than one single adult sharing a residence, 73% of couples with no dependent children at home and 53% of single adults have a broadband connection.

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Figure 5 Use of email, SMS and other communication technologies

Figure 5 Use of email, SMS and other communication technologies shows the percentage of people who use specific newer technologies at least monthly in 2008 and 2009. Email, text messaging and reading news feeds (RSS) are the most commonly reported activities.

Email was used at least monthly by 75% of people in 2008 and by 80% in 2009.
Text messaging using mobile was used at least monthly by 61% of people in 2008 and by 69% in 2009.
News feeds (RSS) were read at least monthly by 39% of people in 2008 and by 43% in 2009.
Social networking sites were used at least monthly by 26% of people in 2008 and by 36% in 2009.
Instant messaging was used at least monthly by 29% of people in 2008 and by 32% in 2009.
Blogs were read at least monthly by 22% of people in 2008 and by 25% in 2009.
Wikis were used at least monthly by 16% of people in 2008 and by 20% in 2009.
Phone calls over the internet were made at least monthly by 14% of people in 2008 and by 20% in 2009.
Postings to an online community or forum were made at least monthly by 16% of people in 2008 and by 19% in 2009.
Podcasts were listened to at least monthly by 16% of people in 2008 and by 18% in 2009.
The web via a mobile phone was used at least monthly by 11% of people in 2008 and by 18% in 2009.
Blogs were maintained at least monthly by 7% of people in both 2008 and 2009.
Twitter was used at least monthly by 4% of people in 2009.

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Figure 6 Use of email, SMS and other communication technologies—by age

Figure 6 Use of newer communication technologies—by age shows that younger people are more likely to use a newer communication technology at least monthly.

Of people between 18 and 24, 100% in 2009 said they used a newer communication technology at least monthly compared to 97% in 2008.
Of people between 25 and 34, 98% in 2009 said they used a newer communication technology at least monthly compared to 96% in 2008.
Of people between 35 and 44, 97% in 2009 said they used a newer communication technology at least monthly compared to 95% in 2008.
Of people between 45 and 54, 93% in 2009 said they used a newer communication technology at least monthly compared to 90% in 2008.
Of people between 55 and 64, 84% in 2009 said they used a newer communication technology at least monthly compared to 83% in 2008.
Of people over 65, 59% in 2009 said they used a newer communication technology at least monthly compared to 49% in 2008.

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Figure 7 Use of communication technologies—average age of users and non‑users

Figure 7 Use of communication technologies—average age of users and non-users shows the relative gap between the average age of those who use each communication technology at least monthly and those who do not.

Those who used Twitter have an average age of 34, compared with an average age of 47 for non-users.
Those who used social networking sites have an average age of 35, compared with an average age of 53 for non-users.
Those who maintained their own blog have an average age of 35 compared with 47 for non-users.
Those who used a mobile phone to access the web have an average age of 36, compared with 48 for non-users.
Those who used wikis have an average age of 36 compared with 49 for non-users.
Those who used instant messaging have an average age of 36 compared with 51 for non-users.
Those who posted to an online forum have an average age of 36 compared with 48 for non-users.
Those who read blogs have an average age of 37 compared with 49 for non-users.
Those who listened to podcasts have an average age of 39 compared with 48 for non-users.
Those who read news feeds (RSS) have an average age of 41 compared with 51 for non-users.
Those who made phone calls over the internet have an average age of 41 compared with 47 for non-users.
Those who used text messaging have an average age of 41 compared with 57 for non-users.
Those who used email have an average age of 43 compared with 59 for non-users.
Those who do at least one of these activities at least monthly have an average age of 44 compared with an average age of 66 for those who do not do at least one of these activities at least monthly.

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Figure 8 Use of newer communication technologies—by age

Figure 8 Use of newer communication technologies—by age shows that younger people are more likely to use a newer communication technology at least monthly.

Of people between 18 and 24, 97% said they used a newer communication technology at least monthly.
Of people between 25 and 34, 96% said they used a newer communication technology at least monthly.
Of people between 35 and 44, 94% said they used a newer communication technology at least monthly.
Of people between 45 and 54, 90% said they used a newer communication technology at least monthly.
Of people between 55 and 64, 83% said they used a newer communication technology at least monthly.
Of people over 65, 49% said they used a newer communication technology at least monthly.

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Figure 9 Changes in method of contacting government—by service delivery channel

Figure 9 Changes in method of contacting government—by service delivery channel shows the growth of use of the internet for people’s most recent contact with government compared to other methods. It shows that this growth is mainly at the expense of contact in-person.

The internet was used by 19% of people for their most recent contact in 2004–05, 25% in 2006, 29% in 2007, 38% in 2008 and 38% in 2009.
The telephone was used by 28% of people for their most recent contact in 2004–05 and 2006, 32% in 2007, 30% in 2008 and 30% in 2009.
Contact in person was used by 46% of people for their most recent contact in 2004–05, 43% in 2006, 37% in 2007, 34% in 2008 and 32% in 2009.
Mail was used by 13% of people for their most recent contact in 2004–05, 10% in 2006 and 2007, 9% in 2008 and 9% in 2009.

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Figure 10 Method of contacting government—males by age

Figure 10 Method of contacting government—males by age shows the methods used by males to contact government in different age groups.

Of males between 18 and 24, 34% of their most recent contact was by internet, 21% was by telephone, 45% was in-person and 11% was by mail.
Of males between 25 and 34, 54% of their most recent contact was by internet, 28% was by telephone, 27% was in-person and 6% was by mail.
Of males between 35 and 44, 47% of their most recent contact was by internet, 33% was by telephone, 23% was in-person and 6% was by mail.
Of males between 45 and 54, 48% of their most recent contact was by internet, 23% was by telephone, 26% was in-person and 10% was by mail.
Of males between 55 and 64, 42% of their most recent contact was by internet, 23% was by telephone, 34% was in-person and 9% was by mail.
Of males over 65, 18% of their most recent contact was by internet, 29% was by telephone, 48% was in-person and 14% was by mail.

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Figure 11 Method of contacting government—females by age

Figure 11 Method of contacting government—females by age shows the methods used by females to contact government in different age groups.

Of females between 18 and 24, 39% of their most recent contact was by internet, 26% was by telephone, 37% was in-person and 7% was by mail.
Of females between 25 and 34, 49% of their most recent contact was by internet, 32% was by telephone, 24% was in-person and 7% was by mail.
Of females between 35 and 44, 41% of their most recent contact was by internet, 38% was by telephone, 24% was in-person and 7% was by mail.
Of females between 45 and 54, 41% of their most recent contact was by internet, 32% was by telephone, 28% was in-person and 7% was by mail.
Of females between 55 and 64, 32% of their most recent contact was by internet, 35% was by telephone, 34% was in-person and 10% was by mail.
Of females over 65, 8% of their most recent contact was by internet, 38% was by telephone, 43% was in-person and 16% was by mail.

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Figure 12 Use of the internet to contact government in the previous 12 months

Figure 12 Use of the internet to contact government in the previous 12 months shows the changes in how frequently people used the internet in the last twelve months to contact government in each year since 2004–05.

In 2004–05, 4% of those who used the internet to contact government did so just once; 11% used it a few times; 9% used it for some; 11% for most and 3% for all of their contact with government.
In 2006, 5% of those who used the internet to contact government did so just once; 13% used it a few times; 11% used it for some; 16% for most and 3% for all of their contact with government.
In 2007, 5% of those who used the internet to contact government did so just once; 14% used it a few times; 15% used it for some; 20% for most and 5% for all of their contact with government.
In 2008, 5% of those who used the internet to contact government did so just once; 12% used it a few times; 15% used it for some; 25% for most and 6% for all of their contact with government.
In 2009, 5% of those who used the internet to contact government did so just once; 13% used it a few times; 15% used it for some; 25% for most and 6% for all of their contact with government.
The proportion of people who did not use the internet at all in the last twelve months to contact government fell from 60% in 2004–05 to 52% in 2006, 41% in 2007, 37% in 2008 and 35% in 2009.

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Figure 13 Contacting government by internet—age profile

Figure 13 Contacting government by internet—age profile shows the growth since 2004–05 in the percentage of people who use the internet to contact government across different age groups.

Of people between 18 and 24, 43% said they used the internet to contact government in 2004–05, 59% in 2006, 77% in 2007 and 2008 and 72% in 2009.
Of people between 25 and 34, 53% said they used the internet to contact government in 2004–05, 61% in 2006, 74% in 2007 and 81% in 2008 and 2009.
Of people between 35 and 44, 55% said they used the internet to contact government in 2004–05 and in 2006, 70% in 2007, 75% in 2008 and 77% in 2009.
Of people between 45 and 54, 43% said they used the internet to contact government in 2004–05, 54% in 2006, 64% in 2007, 65% in 2008 and 71% in 2009.
Of people between 55 and 64, 28% said they used the internet to contact government in 2004–05, 40% in 2006, 49% in 2007, 57% in 2008 and 56% in 2009.
Of people over 65, 10% said they used the internet to contact government in 2004–05, 15% in 2006, 19% in 2007, 27% in 2008 and 29% in 2009.

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Figure 14 Characteristics of those who used the internet to contact government in the previous 12 months

Figure 14 Characteristics of those who used the internet to contact government in the previous 12 months shows different types of demographic information about those people who have used the internet to contact government in the last twelve months.

Location – 69% of those who live in metropolitan areas; 56% of those in regional areas; and 59% of those in rural/remote areas used the internet to make contact with government in the last twelve months.
Personal income – Use of the internet to contact government tends to increase with income. 50% of those who earned $15,000 or less per year used the internet to make contact with government in the last twelve months; 56% of those who earned between $15,001 and $30,000; and 64% of those who earned between $30,001 and $50,000.
Seventy nine per cent of those who earned between $50,001 and $70,000; 87% of those who earned between $70,001 and $90,000; 87% of those who earned between $90,001 and $100,000; 89% of those who earned between $100,001 and $130,000; and 85% of those who earned more than $130,000 used the internet to make contact with government in the last twelve months.
Nature of work – Those employed in office-based occupations are more likely to have used the internet to make contact with government in the last twelve months (79%) than those in non-office based occupations (68%). Sixty per cent of those who were unemployed used the internet to make contact with government in the last twelve months.
Employment – 75% of people in the workforce made contact with government in the last twelve months by internet. Sixty per cent of people not in the workforce and 29% of those who are retired also used the internet to make contact with government in the last twelve months.
Education – Use of the internet to contact government tends to increase with education. Seventy six per cent of those with post secondary education used the internet to make contact with government in the last twelve months. Fifty seven per cent of those who finished high school but had no further education and 36% of those who did not finish high school used the internet to make contact with government in the last twelve months.
Household type – 76% of households with dependent children used the internet to make contact with government in the last twelve months. Sixty per cent of couples with no dependent children or extended families and 50% of single adults used the internet to make contact with government in the last twelve months.
Age – 72% of those aged 18-24; 81% of those aged 25-34; 77% of those aged 35-44; 71% of those aged 45-54; 56% of those aged 55-64 and 29% of those aged over 65 used the internet to make contact with government in the last twelve months.
Gender – 68% of males and 61% of females used the internet to make contact with government in the last twelve months.

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Figure 15 Level of government accessed by internet

Figure 15 Level of government accessed by internet shows which level of government was accessed by people whose last contact with government was by internet in each year since 2004–05.

The Australian Government was contacted by 21% of people who used the internet for their most recent contact with government in 2004–05, by 28% in 2006, by 27% in 2007, by 34% in 2008 and by 39% in 2009.
State and territory governments were contacted by 19% of people who used the internet for their most recent contact with government in 2004–05, by 24% in 2006; by 26% in 2007, by 39% in 2008 and by 42% in 2009.
Local government was contacted by 14% of people who used the internet for their most recent contact with government in 2004–05, by 19% in 2006; by 24% in 2007, by 34% in 2008 and by 34% in 2009.

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Figure 16 Contacting government by internet—type of transaction

Figure 16 Contacting government by internet—type of transaction shows that 50% of people whose most recent contact with government was by internet only sought or obtained information but did not provide information; 20% provided information but there was no exchange of information; and 30% exchanged information.

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Figure 17 Government services accessed by internet

Figure 17 Government services accessed by internet shows the type of services most commonly accessed by people whose most recent contact with government was by internet compared with all contacts. ‘Community and social services’ remains the most commonly accessed category of government service. ‘Transport’ remains the next most common categories of services used.

‘Community and social services’ were the most recently used services for 18% of people whose contact was by internet compared with 27% of all contacts.
‘Transport’ was the most recently used service for 15% of people whose contact was by internet compared with 14% of all contacts.
‘Business services, economics, finance and taxation’ were the most recently used services for 16% of people whose contact was by internet compared with 11% of all contacts.
‘Land, property, planning and construction’ were the most recently used services for 12% of people whose contact was by internet compared with 11% of all contacts.
‘Health and health services’ were the most recently used services for 5% of people whose contact was by internet compared with 8% of all contacts.
‘Employment’ was the most recently used service for 8% of people whose contact was by internet compared with 7% of all contacts.
‘Primary industry, natural resources and energy’ were the most recently used services for 4% of people whose contact was by internet compared with 6% of all contacts.
‘Education and training’ were the most recently used services for 4% of people whose contact was by internet compared with 3% of all contacts.
‘International, travel and immigration’ were the most recently used services for 4% of people whose contact was by internet compared with 3% of all contacts.
‘Environment, climate and conservation’ were the most recently used services for 4% of people whose contact was by internet compared with 2% of all contacts.
‘Political system, election and representatives’ were the most recently used services for 1% of people whose contact was by internet compared with 1% of all contacts.
‘Culture, heritage, sport, entertainment and local tourism’ were the most recently used services for 1% of people whose contact was by internet compared with 1% of all contacts.
‘Law, justice and consumer protection’ were the most recently used service for 1% of people whose contact was by internet compared with 1% of all contacts.

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Figure 18 How the most recent government website visited was found

Figure 18 How the most recent government website visited was found shows that 28% of those whose most recent contact with government was by internet said that they had already known about the website because they had used it before; 25% found out about the website by searching for it; 19% obtained the information from a printed source; 11% obtained it from a government department or employee; 8% heard about it from a family member or friend; 3% found it through a link on another website; 2% saw it in a newspaper advertisement and 2% saw it in a TV advertisement.

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Figure 19 How the most recent government website visited was rated

Figure 19 How the most recent government website visited was rated shows how people whose most recent contact with government was by internet rated the website that they visited.

When asked how they rated the website as ‘designed for all kinds of people’, 36% said that it was excellent; 31% that it was good; 15% were neutral; 9% said that it was poor and 4% said that it was very poor. Five per cent were unable to say how they rated the website.
When asked how they rated the website as ‘designed to help you get things done quickly’, 52% said that it was excellent; 28% that it was good; 9% were neutral; 7% said that it was poor and 3% said that it was very poor. Two per cent were unable to say how they rated the website.
When asked how they rated the website as ‘designed to help you find out information’, 55% said that it was excellent; 28% that it was good; 8% were neutral; 4% said that it was poor and 3% said that it was very poor. Two per cent were unable to say how they rated the website.
When asked how they rated the website as ‘easy to use and clearly written’, 55% said that it was excellent; 28% that it was good; 8% were neutral; 5% said that it was poor and 2% said that it was very poor. One per cent were unable to say how they rated the website.
When asked how they rated the website as ‘up to date’, 72% said that it was excellent; 19% that it was good; 5% were neutral; 2% said that it was poor and 1% said that it was very poor. Two per cent were unable to say how they rated the website.

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Figure 20 Positive perceptions of government websites by proportion of contact by internet

Figure 20 Positive perceptions of government websites by proportion of contact by internet shows the break-up of people’s positive perceptions of government websites according to how much of their contact with government in the last twelve months was by internet.

Of those who had used the internet to contact government just once or a few times in the last twelve months, 62% had positive perceptions about whether the most recently visited website was designed for all kinds of people; 76% that it was designed to help you get things done quickly; 74% that it was designed to help you find out information; 76% that it was easy to use and clearly written and 85% that it was up to date.
Of those who had used the internet for some of their contact with government in the last twelve months, 67% had positive perceptions about whether most recently visited website was designed for all kinds of people; 81% that it was designed to help you get things done quickly; 85% that it was designed to help you find out information; 83% that it was easy to use and clearly written and 90% that it was up to date.
Of those who had used the internet for most of their contact with government in the last twelve months, 69% had positive perceptions about whether the most recently visited website was designed for all kinds of people; 83% that it was designed to help you get things done quickly; 86% that it was designed to help you find out information; 86% that it was easy to use and clearly written and 93% that it was up to date.
Of those who had used the internet for all of their contact with government in the last twelve months, 73% had positive perceptions about whether the most recently visited website was designed for all kinds of people; 81% that it was designed to help you get things done quickly; 86% that it was designed to help you find out information; 87% that it was easy to use and clearly written and 93% that it was up to date.

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Figure 21 Negative perceptions of government websites by proportion of contact by internet

Figure 21 Negative perceptions of government websites by proportion of contact by internet shows the break-up of people’s negative perceptions of government websites according to how much of their contact with government in the last twelve months was by internet.

Of those who had used the internet to contact government just once or a few times in the last twelve months, 19% had negative perceptions about whether the most recently visited website was designed for all kinds of people; 13% that it was designed to help you get things done quickly; 10% that it was designed to help you find out information; 11% that it was easy to use and clearly written and 2% that it was up to date.
Of those who had used the internet for some of their contact with government in the last twelve months, 11% had negative perceptions about whether the most recently visited website was designed for all kinds of people; 10% that it was designed to help you get things done quickly; 7% that it was designed to help you find out information; 8% that it was easy to use and clearly written and 2% that it was up to date.
Of those who had used the internet for most of their contact with government in the last twelve months, 10% had negative perceptions about whether the most recently visited website was designed for all kinds of people; 8% that it was designed to help you get things done quickly; 6% that it was designed to help you find out information; 7% that it was easy to use and clearly written and 2% that it was up to date.
Of those who had used the internet for all of their contact with government in the last twelve months, 13% had negative perceptions about whether the most recently visited website was designed for all kinds of people; 8% that it was designed to help you get things done quickly; 7% that it was designed to help you find out information; 5% that it was easy to use and clearly written and 5% that it was up to date.

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Figure 22 How government website and email addresses are found

Figure 22 How government website and email addresses are found shows that 91% of those who contacted government by internet in the last twelve months said they would use a search engine to go about finding a government website or email address; 24% would find it on written material from the organisation; 20% would use a link from another site; 17% would use a government entry point; 16% from advertising; 15% would have saved it as a ‘favourite’; 12% would ring them up and 1% would use the phone book, yellow or white pages.

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Figure 23 How government websites visited in previous 12 months were rated

Figure 23 How government websites visited in previous 12 months were rated shows the overall perceptions of government websites of people who had contacted the government by internet in the last twelve months.

When asked how they rated ‘the extent to which you could trust’ government websites 63% said that it was excellent; 22% that it was good; 8% were neutral; 3% said that it was poor and 2% said that it was very poor. Two per cent were unable to say how they rated the website.
When asked how they rated ‘the extent to which you could recommend them to someone else’, 50% said that it was excellent; 31% that it was good; 10% were neutral; 4% said that it was poor and 3% said that it was very poor. Two per cent were unable to say how they rated the website.
When asked how they rated ‘their quality compared to non-government business sites’ 44% said that it was excellent; 30% that it was good; 14% were neutral; 6% said that it was poor and 2% said that it was very poor. Four per cent were unable to say how they rated the website.

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Figure 24 Awareness of australia.gov.au

Figure 24 Awareness of australia.gov.au shows that in 2009, 59% of people said that they were aware of Australia.gov.au and 40% said that they were not aware of it. One per cent were unable to say. In 2008, 59% of people said that they were aware of Australia.gov.au and 41% said that they were not aware of it. In 2007, 61% of people said that they were aware of Australia.gov.au and 38% said that they were not aware of it and one per cent were unable to say.

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Figure 25 Type of telephone contact

Figure 25 Type of telephone contact shows that 52% of people whose most recent contact with government was by telephone used an automated system and then spoke to someone; 36% spoke to someone without going through an automated system and 9% used an automated system and did not speak to anyone. Three per cent were unable to say what sort of transaction was involved.

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Figure 26 Level of government accessed by telephone

Figure 26 Level of government accessed by telephone shows which level of government was accessed by people whose last contact with government was by telephone in each year since 2004–05.

The Australian Government was contacted by 31% of people who used the telephone for their most recent contact with government in 2004–05, by 28% in 2006 and 2007, by 30% in 2008 and by 31% in 2009.
State and territory governments were contacted by 22% of people who used the telephone for their most recent contact with government in 2004–05, by 21% in 2006; by 26% in 2007, by 22% in 2008 and by 24% in 2009.
Local government was contacted by 29% of people who used the telephone for their most recent contact with government in 2004–05, by 27% in 2006; by 31% in 2007, by 30% in 2008 and by 34% in 2009.

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Figure 27 Contacting government by telephone—type of transaction

Figure 27 Contacting government by telephone—type of transaction shows that 35% of people whose most recent contact with government was by telephone only sought or obtained information but did not provide information; 21% provided information but there was no exchange of information; and 43% exchanged information. One per cent were unable or refused to say what sort of transaction was involved.

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Figure 28 Government services accessed by telephone

Figure 28 Government services accessed by telephone shows the type of services most commonly accessed by people whose most recent contact with government was by telephone compared with all contacts. ‘Community and social services’ remains the most commonly accessed category of government service. ‘Transport’, ‘business services, economics, finance and taxation’ and ‘land, property, planning and construction’ were the next most common categories of services used.

‘Community and social services’ were the most recently used services for 27% of people whose contact was by telephone compared with 36% of all contacts.
‘Transport’ was the most recently used service for 14% of people whose contact was by telephone compared with 8% of all contacts.
‘Land, property, planning and construction’ were the most recently used services for 11% of people whose contact was by telephone compared with 11% of all contacts.
‘Business services, economics, finance and taxation’ were the most recently used services for 11% of people whose contact was by telephone compared with 12% of all contacts.
‘Health and health services’ were the most recently used services for 8% of people whose contact was by telephone compared with 7% of all contacts.
‘Employment’ was the most recently used service for 7% of people whose contact was by telephone compared with 7% of all contacts.
‘Primary industry, natural resources and energy’ were the most recently used services for 6% of people whose contact was by telephone compared with 8% of all contacts.
‘Education and training’ were the most recently used services for 3% of people whose contact was by telephone compared with 2% of all contacts.
‘International, travel and immigration’ were the most recently used services for 3% of people whose contact was by telephone compared with 2% of all contacts.
‘Environment, climate and conservation’ were the most recently used services for 2% of people whose contact was by telephone compared with 2% of all contacts.
‘Political system, election and representatives’ were the most recently used services for 1% of people whose contact was by telephone compared with 0% of all contacts.
‘Culture, heritage, sport, entertainment and local tourism’ were the most recently used services for 1% of people whose contact was by telephone compared with 1% of all contacts.
‘Law, justice and consumer protection’ were the most recently used services for 1% of people whose contact was by telephone compared with 1% of all contacts.

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Figure 29 Satisfaction with services received

Figure 29 Satisfaction with services received shows that the majority of people are satisfied with the level of service they receive. Eighty seven per cent of people were satisfied with the outcome of their last contact with government while 11% were dissatisfied; 83% of people were satisfied with waiting for a reply while 14% were dissatisfied; 88% of people were satisfied with the ease of finding specific information and 9% were dissatisfied; and 88% of people were satisfied with the ease of using the service while 9% were dissatisfied. Some respondents were unable to say if they were satisfied or dissatisfied..

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Figure 30 Satisfaction with services received by level of government

Figure 30 Satisfaction with services received by level of government shows how satisfied people were with the service received in their most recent contact with government depending on the level of government contacted.

Of those who contacted the Australian Government, 88% were satisfied with the outcome of the service, 66% were satisfied with the wait for a reply, 87% were satisfied with the ease of finding specific information and 88% were satisfied with the ease of using the service.
Of those who contacted state and territory government, 86% were satisfied with the outcome of the service, 64% were satisfied with the wait for a reply, 88% were satisfied with the ease of finding specific information and 92% were satisfied with the ease of using the service.
Of those who contacted local government, 87% were satisfied with the outcome of the service, 64% were satisfied with the wait for a reply, 90% were satisfied with the ease of finding specific information and 93% were satisfied with the ease of using the service.

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Figure 32 Most common factors influencing choice of channel

Figure 32 Most common factors influencing choice of channel shows the relative importance of convenience, channel features and availability in influencing people’s choice of contact method used in their most recent contact with government.

For people who used the internet in their most recent contact with government, convenience was a reason for 80% of people in 2007, for 83% in 2008 and for 82% in 2009. Channel features were reasons for 26% of people in 2007, for 20% in 2008 and for 26% in 2009. Seven per cent in 2008 and 9% in 2009 said that availability was a reason for choosing to use the internet in their most recent contact with government.
For people who used the telephone in their most recent contact with government, convenience was a reason for 50% of people in 2007, for 44% in 2008 and for 41% in 2009. Channel features were reasons for 40% of people in 2007, for 44% in 2008 and for 51% in 2009. Availability was a reason for choosing to use the telephone for 13% of people in 2007, for 12% in 2008 and for 15% in 2009.
For people who made contact in person in their most recent contact with government, convenience was a reason for 29% of people in 2007, for 39% in 2008, and for 33% in 2009. Channel features were reasons for 34% of people in 2007, for 30% in 2008 and for 37% in 2009. Availability was a reason for choosing in-person contact for 35% of people in 2007, for 39% in 2008 and for 43% in 2009.
For people who used mail in their most recent contact with government, convenience was a reason for 25% of people in 2007, for 27% in 2008 and for 23% in 2009. Channel features were reasons for 23% of people in 2007 and 2008 and for 25% in 2009. Availability was a reason for choosing to use mail for 44% of people in 2007,for 55% in 2008 and for 61% in 2009.

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Figure 33 Use of the internet to contact government services

Figure 33 Use of the internet to contact government services shows the growth in the use of the internet to contact government from 19% of most recent contacts with government in 2004–05, to 25% in 2006, 29% in 2007 and 38% in both 2008 and 2009.

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Figure 34 Most common reasons for making contact by internet

Figure 34 Most common reasons for making contact by internet shows people’s main reasons for choosing to use the internet in their most recent contact with government sorted by the themes of convenience, channel features and availability. Issues of convenience were the main reasons people chose to use the internet to contact government.

Of those people who mentioned at least one aspect of convenience, 56% chose to use the internet because of its overall convenience; 21% because it requires a shorter time; 19% because they can do it at a time that suits; 8% because they don’t have to wait in a queue; 4% because the process was easy, uncomplicated or convenient and 4% because they did not have to wait for someone to send out information or forms.
Of those people who mentioned at least one aspect of channel features, 9% chose to use the internet because they could control the information and did not need to rely on a service person; 5% because the information is consistent each time they visit the website; 5% because they do not need to make phone calls; 5% because they don’t have to go into a government office and 4% because they do not need to speak to a real person.
Of those people who mentioned at least one aspect of availability, 7% chose to use the internet because it was the only option available or because they were told to do it that way.

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Figure 35 Use of the telephone to contact government services

Figure 35 Use of the telephone to contact government services shows the changes in the use of the telephone to contact government from 28% of most recent contacts with government in 2004–05 and 2006, to 32% in 2007 and 30% in both 2008 and 2009.

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Figure 36 Most common reasons for making contact by telephone

Figure 36 Most common reasons for making contact by telephone shows people’s main reasons for choosing to use the telephone in their most recent contact with government sorted by the themes of convenience, channel features, availability and cost. Issues of convenience and channel features were the main reasons people chose to use the telephone to contact government.

Of those people who mentioned at least one aspect of convenience, 16% chose to use the telephone because it requires a shorter time; 14% because they can do it at a time that suits; 6% because they did not have to go into a government office; 5% because it was easier and 5% because they do not have to wait in a queue.
Of those people who mentioned at least one aspect of channel features, 18% chose to use the telephone because they preferred to speak to a real person; 14% because they preferred the speed or convenience of an automated system; 14% because they can ask and get answers immediately and do not have to wait and 12% because they can clarify or explain the issue to get the result they want.
Of those people who mentioned at least one aspect of availability, 8% chose to use the telephone because they could not do it online or it was the only option available.

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Figure 37 In‑person contact with government

Figure 37 In-person contact with government shows the decline in the use of in-person contact with government from 46% of most recent contacts with government in 2004–05, to 43% in 2006, 37% in 2007, 34% in 2008 and 29% in 2009.

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Figure 38 Most common reasons for making contact in person

Figure 38 Most common reasons for making contact in person shows people’s main reasons for choosing to make contact in person in their most recent contact with government sorted by the themes of convenience, channel features and availability. Issues of convenience and availability were the main reasons people chose to contact government in person.

Of those people who mentioned at least one aspect of availability, 18% because they had to do it this way or because they had to sign documents; 15% chose to make contact in person because it was the only way the contact could be made; and 3% because they were told to make the contact in person.
Of those people who mentioned at least one aspect of convenience, 19% chose to make contact in person because of its overall convenience; 12% because they were in the area or close to a government office; 8% because they had always made contact this way; 7% because they can do it at a time that suits and 2% because they did not have to wait for someone to send out information or forms.
Of those people who mentioned at least one aspect of channel features, 15% chose to make contact in person because they preferred to speak to a real person and 7% because it provided an opportunity to ask questions and get answers immediately without having to wait for a reply.

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Figure 39 Use of mail to contact government services

Figure 39 Use of mail to contact government services shows the decline in the use of mail to contact government from 13% of most recent contacts with government in 2004–05, to 10% in 2006 and 2007 and 9% in 2008 and 2009.

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Figure 40 Most common reasons for making contact by mail

Figure 40 Most common reasons for making contact by mail shows people’s main reasons for choosing to use mail in their most recent contact with government sorted by the themes of availability, convenience and channel features. Issues of availability and convenience were the main reasons people chose to use mail to contact government.

Of those people who mentioned at least one aspect of availability, 27% chose to use mail because a form had been sent to them; 18% because there was no other way available and 14% because they had to sign a form. Nine per cent chose to use mail because they were unable to make contact online or because an online option was not available; Of those who mentioned at least one aspect of convenience, 10% chose to use mail because of its overall convenience; 9% because they had always made contact this way and 5% because they could do it at a time that suits. Three per cent were replying by mail to something received by mail and 1% were told to make contact in this way.
Of those who mentioned at least one aspect of channel features, 20% chose to use mail because they needed documentation or a record of the transaction; 1% because it did not require a computer and 1% because they get a better response from a letter or its more likely to be received by the correct person and acted upon.

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Figure 41 Those who can be encouraged to increase their use of the internet to contact government

Figure 41 Those who can be encouraged to increase their use of the internet to contact government shows the break-up of people who could be encouraged to increase their use of the internet to contact government and their current use of the internet.

This group comprises of people who already use the internet and have previously contacted government by internet (41% of all people); people who already use the internet but have not used it to contact government (13% of all people); and people who are not current users of the internet (12% of all people).

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Figure 42 Most common factors that would encourage increased use of the internet to contact government

Figure 42 Most common factors that would encourage increased use of the internet to contact government shows the most commonly reported factors in 2009, 2008 and 2007 which would encourage people to increase their use of the internet to contact government.

Usability factors were mentioned by 24% in 2009; 22% in 2008 and 26% in 2007; content by 11% in 2009; 10% in 2008 and 12% in 2007; infrastructure by 7% in 2009; 8% in 2008 and 10% in 2007; better access by 10% in 2009; 7% in 2008 and 9% in 2007; increased awareness by 8% in 2009; 7% in 2008 and 8% in 2007; skills by 7% in both 2009 and 2008 and 9% in 2007; and cost by 4% in 2009 and 5% in both 2007 and 2008.

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Figure 43 Factors that would encourage increased use of the internet to contact government

Figure 43 Factors that would encourage increased use of the internet to contact government compares different factors which would encourage internet users and non-users to increase their use of the internet to contact government. For internet users, the most commonly reported factors which would encourage people to increase their use of the internet to contact government concern usability, better content and features, infrastructure and awareness. For non-internet users, the most commonly reported factors which would encourage people to increase their use of the internet to contact government concern access, skill and cost.

Access was mentioned by 8% of internet users and 21% of non-internet users.
Skill was mentioned by 5% of internet users and 17% of non-internet users.
Cost mentioned by 3% of internet users and 7% of non-internet users.
Security was mentioned by 2% of internet users and 1% of non-internet users.
Awareness was mentioned by 9% of internet users and 3% of non-internet users.
Infrastructure was mentioned by 8% of internet users and 2% of non-internet users.
Better content and features was mentioned by 14% of internet users and 1% of non-internet users.
Usability was mentioned by 28% of internet users and 4% of non-internet users.
Thirty seven per cent of internet users and 50% of non-internet users said that they were not interested in any factors which would increase their use of the internet to contact government.

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Figure 44 Those who can NOT be encouraged to increase their use of the internet to contact government—by current internet use

Figure 44 Those who can NOT be encouraged to increase their use of the internet to contact government—by current internet use shows the break-up of people who could not be encouraged to increase their use of the internet to contact government and their current use of the internet.

This group comprises internet users who have previously contacted government by internet (19% of all people); people who already use the internet but have not used it to contact government (5% of all people); and people who are not current users of the internet (9% of all people).

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Figure 46 Preference between re‑entering information and agency storing the details

Figure 46 Preference between re-entering information and agency storing the details shows the changes in people’s preferences between re-entering personal information and the agency storing that information for next time they visited that website in each year since 2004–05.

In 2004–05, 50% of people preferred to re-enter personal information each time; 43% preferred the agency store the information and 7% refused or were unable to say.
In 2006, 55% of people preferred to re-enter personal information each time; 38% preferred the agency store the information and 7% refused or were unable to say.
In 2007, 52% of people preferred to re-enter personal information each time; 43% preferred the agency store the information and 6% refused or were unable to say.
In 2008, 57% of people preferred to re-enter personal information each time; 38% preferred the agency store the information and 5% refused or were unable to say.
In 2009, 56% of people preferred to re-enter personal information each time; 40% preferred the agency store the information and 5% refused or were unable to say.

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Figure 47 Preference between personalised services and anonymity

Figure 47 Preference between personalised services and anonymity shows the changes in people’s preferences between providing information which could be used to customise what they were able to see or do or remaining completely anonymous in each year since 2004–05.

In 2004–05, 42% of people preferred to provide information for customisation of services; 50% preferred to remain completely anonymous and 9% refused or were unable to say.
In 2006, 33% of people preferred to provide information for customisation of services; 59% preferred to remain completely anonymous and 8% refused or were unable to say.
In 2007, 39% of people preferred to provide information for customisation of services; 54% preferred to remain completely anonymous and 7% refused or were unable to say.
In 2008, 36% of people preferred to provide information for customisation of services; 57% preferred to remain completely anonymous and 7% refused or were unable to say.
In 2009, 35% of people preferred to provide information for customisation of services; 58% preferred to remain completely anonymous and 7% refused or were unable to say.

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Figure 48 Preference between telling government once and advising agencies separately

Figure 48 Preference between telling government once and advising agencies separately shows the changes in people’s preferences between telling the government just once when updating personal information such as a change of address or advising each agency separately in each year since 2004–05.

In 2004–05, 64% of people preferred to tell government once; 33% preferred to advise each agency personally and 3% refused or were unable to say.
In 2006, 72% of people preferred to tell government once; 25% preferred to advise each agency personally and 3% refused or were unable to say.
In 2007, 73% of people preferred to tell government once; 25% preferred to advise each agency personally and 2% refused or were unable to say.
In 2008, 68% of people preferred to tell government once; 29% preferred to advise each agency personally and 3% refused or were unable to say.
In 2009, 69% of people preferred to tell government once; 28% preferred to advise each agency personally and 2% refused or were unable to say.

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Figure 49 Preference for security over ease of use

Figure 49 Preference for security over ease of use shows the changes in people’s preferences between a higher level of security that adds time to transactions or a lower level of security that is faster and easier to complete in each year since 2004–05.

In 2004–05, 77% of people preferred higher security with slower transactions; 16% preferred lower security with faster/easier transactions and 7% refused or were unable to say.
In 2006, 82% of people preferred higher security with slower transactions; 13% preferred lower security with faster/easier transactions and 5% refused or were unable to say.
In 2007, 84% of people preferred higher security with slower transactions; 13% preferred lower security with faster/easier transactions and 4% refused or were unable to say.
In 2008, 85% of people preferred higher security with slower transactions; 11% preferred lower security with faster/easier transactions and 4% refused or were unable to say.
In 2009, 83% of people preferred higher security with slower transactions; 12% preferred lower security with faster/easier transactions and 4% refused or were unable to say.

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Figure 50 Most common reasons for not using the internet to contact government

Figure 50 Most common reasons for not using the internet to contact government shows the most frequently reported reasons for not using the internet to contact government in 2007; 2008 and 2009. The most frequently reported reasons in both years were that an online option was not available, the features offered by other channels and access.

Of those who did not use the internet or website by mobile phone in their last contact with government, an online option not being available was mentioned by 26% in 2007; 28% in 2008 and 27% in 2009. Features of other channels were mentioned by 17% in both 2007 and 2008 and 21% in 2009; access by 12% in both 2007 and 2008 and 11% in 2009; infrastructure by 10% in 2007; 9% in 2008 and 8% in 2009; website usability by 9% in both 2007 and 2008 and 7% in 2009; convenience by 8% in both 2007 and 2008 and 7% in 2009; and awareness by 10% in 2007; 7% in 2008 and 8% in 2009.
Security was mentioned as a reason for not using the internet by 4% in 2007 and 5% in both 2008 and 2009; website content by 3% in 2007 and 4% in both 2008 and 2009; and privacy by 4% in 2007 and 3% in both 2008 and 2009. Other reasons not specified above were mentioned by 12% in 2007; 14% in 2008 and 10% in 2009.

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Figure 51 Most common reasons why attempts to find government information or services online were unsuccessful

Figure 51 Most common reasons why attempts to find government information or services online were unsuccessful shows the most frequently reported reasons why people who tried to use the internet to contact government in the last twelve months had been unsuccessful in their attempt. These reasons fall under the categories of content not being available, website usability and discoverability of content.

Forty two per cent reported that the content or information they wanted was not available.
Website usability was mentioned by 28% who said the website was too hard to use or understand; 13% who said they found the website, but the search function did not work, 2% who said the website was down; 2% who said the website was too slow and 2% who had issues with passwords or logging in.
Discoverability of content was mentioned by 16% who did not know which department/agency or service to contact; 15% who did not know where to go to find the website; and 6% who said there were too many websites to choose from.

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Figure 52 Most common reasons why internet users contacted government in person rather than by internet or telephone—individual reasons by category

Figure 52 Most common reasons why internet users contacted government in person rather than by internet or telephone—individual reasons by category shows the break-up of the most frequently reported reasons why internet users made their last contact with government in person rather than by telephone. These reasons fall under the categories of ability, process requirement, availability, convenience and usability.

Twenty-seven per cent reported that the contact was only possible in person.
A process requirement was mentioned by 10% who said they needed to sign documents or forms and 8% who said the process was too difficult for the phone.
Availability was mentioned by 10% who said that a telephone option was not available or that it was not possible to make the contact by phone.
Convenience was also mentioned by 10% who said that a government office was close by or that it was easier to do over the counter.
Usability was mentioned by 6% who had difficulty with or disliked automated telephone systems.

See Figure 52

Figure 53 Most common reasons for using the internet to contact government instead of the telephone 2007-2009

Figure 53 Most common reasons for using the internet to contact government instead of the telephone 2007–2009 shows the most frequently reported reasons for using the internet rather than the telephone to contact government in 2007, 2008 and 2009. As in previous years, the most frequently reported reasons were that it can be done at a time that suits them, the online option requires a shorter time and they do not have to wait in a queue.

Of those who used the internet in their last contact with government, being able to do it at a time that suits was mentioned by 36% in 2007 and 28% in both 2008 and 2009. An online option requiring a shorter time was mentioned by 33% in 2007, 25% in 2008 and 32% in 2009; not having to wait in a queue by 14% in both 2007 and 2008, 17% in 2009; not needing to make a phone call by 9% in 2007, 10% in 2008 and 12% in 2009; the ability to control what and how much information they want by 8% in 2007, 10% in 2008 and 14% in 2009; and the consistency of information each time they visit a website by 4% in 2007, 6% in 2008 and 7% in 2009.
The lower cost was mentioned as a reason for using the internet by 5% in 2007, 6% in 2008 and 5% in 2009; and that it was simpler or easier to make contact by internet by 4% in 2007, 5% in 2008 and 7% in 2009.

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Figure 54 Preferred method of contacting government

Figure 54 Preferred method of contacting government shows the changes in people’s preferences for contacting government since 2004–05, and the growth in preference for the internet. It shows that this growth is mainly at the expense of contact in person.

The internet was the preferred method of contact with government for 31% of people in 2004–05, 33% in 2006, 41% in 2007, 44% in 2008 and 45% in 2009.
The telephone was the preferred method of contact with government for 28% of people in 2004–05, 35% in 2006, 33% in 2007 and 34% in 2008 and 32% in 2009.
Contact in person was the preferred method of contact with government for 33% of people in 2004–05, 25% in 2006, 20% in 2007 and 16% in 2008 and 17% in 2009.
Mail was the preferred method of contact with government for 6% of people in 2004–05, 3% in 2006 and 2007 and 2% in both 2008 and 2009.

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Figure 55 Internet—preferred use compared with actual use

Figure 55 Internet—preferred use compared with actual use shows the difference between people’s preference for using the internet to contact government and the actual use of the internet in their last contact with government since 2004–05. A gap between preference and actual use still exists, but has declined.

In 2004–05, 31% of people preferred to use the internet to contact government but 19% had actually used the internet in their last contact.
In 2006, 33% of people preferred to use the internet to contact government but 25% had actually used the internet in their last contact.
In 2007, 41% of people preferred to use the internet to contact government, but 29% had actually used the internet in their last contact.
In 2008, 44% of people preferred to use the internet to contact government, but 38% had actually used the internet in their last contact.
In 2009, 45% of people preferred to use the internet to contact government, but 38% had actually used the internet in their last contact.

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Figure 56 Telephone—preferred use compared with actual use

Figure 56 Telephone—preferred use compared with actual use shows the difference between people’s preference for using the telephone to contact government and the actual use of the telephone in their last contact with government since 2004–05.

In 2004–05, 28% of people preferred to use the telephone to contact government and 28% had actually used the telephone in their last contact.
In 2006, 35% of people preferred to use the telephone to contact government and 28% had actually used the telephone in their last contact.
In 2007, 33% of people preferred to use the telephone to contact government, and 32% had actually used the telephone in their last contact.
In 2008, 34% of people preferred to use the telephone to contact government, and 30% had actually used the telephone in their last contact.
In 2009, 32% of people preferred to use the telephone to contact government, and 30% had actually used the telephone in their last contact.

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Figure 57 In‑person contact—preferred use compared with actual use

Figure 57 In-person contact—preferred use compared with actual use shows the difference between people’s preference for contact with government in person and the actual use of in-person contact in their last contact with government since 2004–05. It shows that both preference and use of contact in person is declining.

In 2004–05, 33% of people preferred to contact government in person and 46% had actually used in-person contact in their last contact.
In 2006, 25% of people preferred to contact government in person, and 43% had actually used in-person contact in their last contact.
In 2007, 20% of people preferred to contact government in person, and 37% had actually used in-person contact in their last contact.
In 2008, 16% of people preferred to contact government in person, and 34% had actually used in-person contact in their last contact.
In 2009, 17% of people preferred to contact government in person, and 32% had actually used in-person contact in their last contact.

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Figure 58 Preferred way of contacting government compared with method actually used

Figure 58 Preferred way of contacting government compared with method actually used shows the differences between people’s preferred method of contacting government and the method actually used in their last contact. People who made contact using the internet or telephone are most likely to have used their preferred method of contact. People using mail are least likely to have used their preferred method of contact.

Of those who used the internet for their last contact with government, 73% did prefer to use the internet; 15% would have preferred to use the telephone; 6% would have preferred contact in person and 1% would have preferred mail.
Of those who used the telephone for their last contact with government, 27% would have preferred to use the internet; 57% did prefer to use the telephone; 10% would have preferred contact in person and 2% would have preferred mail.
Of those who made their last contact with government in person, 31% preferred would have to use the internet; 27% would have preferred to use the telephone; 37% did prefer contact in person and 2% would have preferred mail.
Of those who used mail for their last contact with government, 38% would have preferred to use the internet; 33% would have preferred to use the telephone; 16% would have preferred contact in person and 11% did prefer mail.

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Figure 59 Preferred service delivery channel and broadband connection

Figure 59 Preferred service delivery channel and broadband connection shows the differences in people’s preferred method of contacting government depending whether they have a broadband connection. It shows that people with a broadband connection are more likely to prefer to make contact with government by internet. Those without a broadband connection are most likely to prefer to make contact with government by telephone.

Of those with a broadband connection, 54% prefer to contact government by internet compared to 16% of those without broadband; 27% with a broadband connection prefer contact by telephone compared with 48% of those without broadband; 13% with a broadband connection prefer contact in person compared with 30% of those without broadband and 2% with a broadband connection prefer contact by mail compared to 3% of those without broadband.

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Previous Section: Appendix 3—Statistical Reliability | Table of Contents

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