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Interacting with Government

Australians' use and satisfaction with e-government services—2009

Publication Summary

Interacting with Government explores Australians’ use and satisfaction with e‑government services provided through the internet and telephone. It investigates:


In this fifth annual study of Australians’ use and satisfaction with e-government services, the internet is established as the way most people last contacted government.

Australians have embraced the internet as a way of interacting with government. For the last three years, more people would prefer to contact government by internet than any other way. Four out of five people would now prefer to contact government by internet or phone.

The latest study confirms the significance of online information and services and provides further evidence that new technologies can assist governments to reach out and engage with citizens.

The study also shows that there are still opportunities for government to improve delivery of e‑government services. Australians have positive perceptions of online government services, but also expect that government will keep pace with technology changes in service delivery.

The challenge and opportunity for government is to respond to these changes as people’s experiences with the internet continue to shape their expectations for government service delivery.


Minister for Finance and Deregulation

Full Publication

Table of Contents

  1. Executive Summary
    • 1.1 About the Study
    • 1.2 Major Findings
    • 1.3 Conclusions
  2. Introduction
    • 2.1 About the Study
    • 2.2 Background
    • 2.3 General Use of the Internet
    • 2.4 Broadband Connection
    • 2.5 Use of Communication Technologies
  3. Use of Government Services
    • 3.1 Introduction
    • 3.2 Use of Intermediaries for Contact With Government
  4. Use of E-Government Services Through the Internet
    • 4.1 Introduction
    • 4.2 Level of Government Accessed by Internet
    • 4.3 Transaction Type Accessed by Internet
    • 4.4 Services Accessed by Internet
    • 4.5 Attitudes Towards Government Websites
    • 4.6 Awareness and Knowledge of the Australian Government Portal
  5. Use of E-Government Services by Telephone
    • 5.1 Introduction
    • 5.2 Type of Telephone and Mobile Phone Contact
    • 5.3 Level of Government Accessed by Telephone
    • 5.4 Transaction Type Accessed by Telephone
    • 5.5 Services Accessed by Telephone
  6. Satisfaction With Service Delivery
    • 6.1 Introduction
    • 6.2 Satisfaction
    • 6.3 Dissatisfaction
  7. Why People Choose a Particular Service Delivery Channel to Contact Government
    • 7.1 Introduction
    • 7.2 The Internet
    • 7.3 The Telephone
    • 7.4 In-Person Contact
    • 7.5 Mail
    • 7.6 Encouraging Greater Use of the Internet to Contact Government
    • 7.7 People Who Cannot be Encouraged to Increase Their Use of the Internet to Contact Government
    • 7.8 Security and Privacy Issues
  8. Why People Do Not Use E-Government Services
    • 8.1 Introduction
    • 8.2 Why People Who are Internet Users Did Not Use it to Contact Government
    • 8.3 Reasons for Unsuccessful Attempts to Find Government Information or Services Online
    • 8.4 Potential for Growth in Internet Use
    • 8.5 The Telephone
  9. Future Service Delivery Preferences
    • 9.1 Introduction
    • 9.2 Preference for E-Government Service Delivery Channels
    • 9.3 Suggestions for Improvements When Contacting Government Online
    • 9.4 Future Options for Receiving Communications from Government
  10. Conclusions
  11. Appendix 1—Background And Methodology
    • 11.1 Terms Of Reference
    • 11.2 Methodology
  12. Appendix 2—Definitions
  13. Appendix 3—Statistical Reliability

Previous Studies

Contact Details

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Copyright Notice

This report is protected by copyright.

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Creative Commons

Save for the Commonwealth Coat of Arms and the Department of Finance and Deregulation logo, this report, its cover graphic and design are licensed under a Creative Commons Attribution 2.5 Australia licence [External Site]. To the extent that copyright subsists in third party quotes and diagrams it remains with the original owner and permission may be required to reuse the material.

Except where otherwise noted, any reference to, reuse or distribution of all or part of this report must include the following attribution: Interacting with Government 2009.

Inquiries regarding the licence and any use of the report are welcome at:

Governance and Policy Branch
Australian Government Information Management Office
Department of Finance and Deregulation
John Gorton Building King Edward Terrace Parkes ACT 2600


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Last Modified: 20 April, 2010