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Interacting with Government

Australians' use and satisfaction with e-government services—2011


This is the sixth and final study of Australians’ use and satisfaction with e‑government services under the 2006 e‑Government Strategy.  It shows that Australians continue to embrace the internet as a way of interacting with government. The internet has now become commonplace and a natural means for citizens dealing with government and is the preferred means of accessing government services.

Over the past three years, two thirds of people have used e‑government channels to contact government, confirming the importance of providing convenient and efficient government services online.

The study also saw an increased take up in the use of new communications technologies such as email, text messaging and social networking tools.

Satisfaction with government websites remains high, and since 2009 there has been an increase in satisfaction in the way government websites are designed.  In 2011 more Australians became aware of their ability to easily find information about Australian Government programs and services through the website.

The opportunities for greater engagement with citizens through e‑government channels will continue as the introduction of high speed broadband through NBN and the increased use of new communications technologies provides Government with greater flexibility in delivering better services to people, communities and business and improved government operations. 



Special Minister of State

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 Use of communication technologies
  3. Use of government services
    • 3.1 Introduction
    • 3.2 Delivery channel used for the most recent contact with government
    • 3.3 Number of government contacts
    • 3.4 Level of government contacted
    • 3.5 Transaction type being undertaken
  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 Attitudes towards government websites
    • 4.5 Awareness and knowledge of the australian government portal
  5. Use of e‑government services by telephone
    • 5.1 Introduction
    • 5.2 Level of government accessed by telephone
    • 5.3 Transaction type 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
  8. Why people do not use e-government services
    • 8.1 Introduction
    • 8.2 Why people did not use the internet to contact government
    • 8.3 Why people did not use the telephone to contact government
  9. When internet is not an option
    • 9.1 Introduction
    • 9.2 Channels used by those for whom internet is not an option
    • 9.3 Profile of those for whom internet was not an option
    • 9.4 Potential for growth in internet use
  10. Future service delivery preferences
    • 10.1 Introduction
    • 10.2 Preference for e-government service delivery channels
    • 10.3 Factors influencing channel preference
    • 10.4 Suggestions for improvements when contacting government online
    • 10.5 Future options for receiving communications from government
  11. Conclusions
  12. Appendix 1—Background and methodology
    • 12.1 Terms of reference
    • 12.2 Methodology
  13. Appendix 2—Definitions
  14. Appendix 3—Statistical reliability

Copyright Notice

This report is protected by copyright.

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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 3.0 Australia licenceexternal link icon. 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 2011.

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: 12 January, 2012