The latest edition of the federal e-government user satisfaction survey, which also measures happiness with interacting by phone, post or 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.
Waiting times did not rate so highly, as 62 per cent of respondents said 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 their source of dissatisfaction was slow response and poor response.
Websites were the main source of unhappiness with internet-delivered services, and difficulty in navigating the website was the most commonly mentioned reason.
By the government's own assessment, there is still much work to do in making e-government services easier to use and more readily available.
The latest statement of its e-government policy, issued in March, notes that strategy "has been at times ad-hoc and unco-ordinated".
Autor(en)/Author(s): Chris Jenkins
Quelle/Source: Australian IT, 25.07.2006
