The report on Australians’ use of e-Government Services shows that the internet, when available as an option, was the most commonly used channel to contact Government.
Special Minister of State, Gary Gray said nearly half the Australians contacting the Government (47 per cent) used the internet on their most recent occasion.
“Nearly half (46 per cent) also said they preferred the internet over other forms of contact,” Mr Gray said.
“The research also found there has been significant growth in the use of mobile phones and similar portable devices to access websites.”
Mr Gray said AGIMO began the series of six surveys in 2005, when 19 per cent of Australians used the internet for their most recent contact with Government.
“The 2011 study shows that overall satisfaction with Government online services remains high,” he said.
“Since 2009, there has been a significant increase in satisfaction with the way Government websites are designed to promote quick service delivery.”
He said however there was still scope for improvement through better convenience, channel features and availability of online services.
“People now more than ever expect Government to provide its services online whenever possible,” Mr Gray said.
“The opportunities for greater engagement with citizens online will increase with the introduction of high speed broadband through the NBN and the increased use of new communications technologies.”
The report noted that older users continued to adopt communication technologies such as email, SMS and social networking sites.
“However, the take up rate of e-government services among those over 65 lags behind that of other age groups,” Mr Gray said.
“Australians in this age group indicate they might be more likely to use e government channels if they had better skills and/or improved access.”
The report "Interacting with Government Australians’ use and satisfaction with e government services 2011" can be accessed at this PS News link.
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Quelle/Source: PS News, 24.01.2012
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