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Australians' Use of and Satisfaction with e-Government Services - 2007

Publication Summary

Australians' Use of and Satisfaction with e-Government Services – 2007 is the third report in a planned time series study.

The initial study was commissioned in 2004 to establish a baseline understanding of Australia's uptake of, satisfaction with, and barriers to, the use of e‑government services. The report, published in 2005, also showed the level of citizen satisfaction with those services together with their preferences and expectations. It focused on citizens’ use of government services provided via various channels by the three levels of government in Australia.

The 2007 study continues the measurement of the uptake of government services provided through the internet and other channels by undertaking a quantitative and qualitative study of Australians’ use of these services across all tiers of government. The survey and report presents and analyses data collected on:

  1. use of government services, including their level of interaction (information sourcing or transacting), channel of service delivery, level of government;
  2. use of e‑government services (services delivered online and via the phone);
  3. motivations for and barriers to using e-government services;
  4. satisfaction with e‑government services; and
  5. future service delivery preferences.

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Australians' Use of and Satisfaction with e-Government Services - 2007 [PDF Document 2 MB]

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Contact Details

The publication is available in hard copy or CD format.

For further information and copies of ‘Australians’ Use of and Satisfaction with e-Government Services – 2007’ please email your name, organisation, delivery address and number of copies you require to

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© Commonwealth of Australia 2006
This work is copyright. You may download, display, print and reproduce this material in unaltered form only (retaining this notice) for your personal, non-commercial use or use within your organisation. Apart from any use as permitted under the Copyright Act 1968, all other rights are reserved. Requests and inquiries concerning reproduction and rights should be addressed to Commonwealth Copyright Administration, Attorney General’s Department, Robert Garran Offices, National Circuit, Barton ACT 2600 or posted at [External Site]

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Last Modified: 15 July, 2008