The 'eGovernment General Survey' and the 'eGovernment User Satisfaction' were conducted online by the Malta Information Technology Agency (MITA) during 2010.
Their principal findings include:
eGovernment General Survey:
- 86% find eGovernment services helpful
- 54% use the Internet to communicate with the Government
- 55% make use of eGovernment services with 30.5% of them using these services at least once a week
Principal advantages when using eGovernment:
- It makes mandatory tasks, such as paying taxes or renewing driving licenses, easier to carry out (76%)
- It provides a better quality of service than the over-the-counter alternative (63%)
- It delivers cheaper and more efficient services (54%)
eGovernment User Satisfaction Survey - the characteristics of the user's favourite eGovernment service are:
- It saves a lot of time and inconvenience (28%)
- It saves money (22%)
- Language and instructions are easy to understand (19.5%)
- Excellent help is provided when problems are encountered (19.5%)
- It makes a complex task easy (11%)
The survey findings come against the background of the eGovernment Benchmark Survey 2010, published in February 2011, which placed Malta among the leading providers of eGovernment services in the EU. eGovernment has been a key component of Malta's Government ICT strategy and has been a main driver in implementing change and transformation within the public sector. In recent years citizen expectations for online service delivery has increased significantly.
Commenting on the results, Claudio Grech, MITA Chairman, said: "Although statistics show that slightly more than half of the population use eGovernment, we still need to drive more people towards this delivery channel." There are currently more than 90 eGovernment services online from a variety of ministries and departments. "Through our new eGovernment platform we plan that by the end of 2012 we will have each and every single Government service available online," added Mr Grech.
The previous edition of the same survey had been published by the eGovernment Department within MITA in 2010. That survey had focused on why online users started using eGovernment services, how they became aware of the service and which means of communication they used to get in touch with the Government.
The results of such surveys are used by the eGovernment Department to better understand citizen needs and model online services based on the feedback and suggestions gathered. The Department aims to achieve more comprehensive services which offer security, reliability, efficiency, effectiveness, transparency and availability to users.
Further information:
- Original press release - MITA
- Related ePractice publication - EU: eGovernment Benchmark Survey 2010
- Background information - ePractice eGovernment Factsheet for Malta
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Quelle/Source: epractice, 30.08.2011
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