The SSC conducted the study, not only to understand how New Zealanders experience public services, but also to gain insights on how services can be improved.
Two of the drivers of satisfaction with public services delivered online are the same as the overall drivers of satisfaction with public services, as reported in the Kiwis Count 2009 (experiences and views of public service survey): “the service experience met my expectation and it’s an example of good value for tax dollars spent”.
Also, both studies say the most important driver is “the service experience met my expectations”.
Comparisons are also drawn on service channels being used. The Kiwis Count 2009 stated that public service through the internet, if made easy and user-friendly, would be more encouraging to access. This matches the “straightforward process” and “easy site navigation” drivers for online public service.
Other aspects mentioned in the Kiwis Count 2009 channels report are privacy and security related. As the channels included walk-in office assistance and phone calls, citizens were particular about privacy protection and security improvement.
However, neither privacy issues nor security concerns was featured as a key driver for online public service satisfaction, not even for transaction purposes. Generally, public service websites are trusted to be secure and to keep information provided by individuals as confidential.
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Autor(en)/Author(s): Adrienne Valdez
Quelle/Source: futureGov, 08.03.2011
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