The latest edition of the federal Government's e-government user satisfaction survey, which also measures happiness with interaction by phone, post and in person, reveals the proportion of Australians using the internet for government services jumped from 39 per cent on 2004-05 to 48 per cent in 2005-06.
In overall terms, satisfaction with the outcome of internet interaction with government was rated either "extremely satisfied" or "very satisfied" by 76 per cent of those surveyed.
Only 6 per cent of those contacting the government by internet said they were dissatisfied with the outcome.
But waiting times did not rate so highly, with 62 per cent of respondents saying they were either "extremely satisfied" or "very satisfied" with the time it took to respond to an inquiry using the internet.
Waiting was also a major reason for dissatisfaction with the internet as a channel to government services.
Almost a fifth of those dissatisfied with internet services "indicated slow response, slow or poor response as a source of dissatisfaction", the report says.
But websites were the main source of unhappiness with internet-delivered services, "with difficulty in navigating the website once again the most commonly mentioned reason", the report says.
By the government's own assessment, there is still much work a lot of work to do in making e-government services easier to use and more readily available. The latest statement of its e-government policy, released in March, noted that strategy "has been at times ad-hoc and unco-ordinated".
Autor(en)/Author(s): Chris Jenkins
Quelle/Source: Australian IT, 21.07.2006
