The federal government survey is the first of its kind to cover e-government at federal, state and local levels. It finds that 39 per cent of Australians have accessed online government services in the past 12 months.
Face-to-face service is still preferred: 52 per cent have accessed over-the-counter services in the past year.
Half of those who did not use e-government services, did not use the internet at all, the survey finds.
The survey outlines how Australians use e-government services and how satisfied they are with them.
Of those who used the internet, the main reason they did so was so they could do it at a time that suited them and because it saved time.
The survey finds also that overcoming geographic barriers are a motivator for people to contact government agencies on the internet.
Almost half (46 per cent) of total contacts were in person, followed by telephone (28 per cent) and internet (19 per cent).
The federal government is most successful at attracting people online.
The internet accounts for 23 per cent of contacts with the Commonwealth, 19 per cent of contacts with state/territory governments, and 15 per cent of contacts with local government.
The most commonly accessed internet services are personal tax (16 per cent), land rates or tax (10 per cent), and car, boat and vehicle registration and licences (8 per cent).
The survey finds there is no typical user.
Satisfaction with the internet is high, but expectations of what can be achieved online are low, it says.
The survey, commissioned by the Australian Government Information Management Office, was conducted by a consortium of three companies in 2004-05.
It will be launched today by special minister of state Eric Abetz.
Senator Abetz will launch the new Australia.gov.au website on Thursday.
"Traditional methods of contact are still important, but there is growing demand for services to be delivered online," he said.
"Not only are more people using the internet to contact government, they're increasingly happy with the results in comparison with using the telephone.
"A solid 90 per cent of study respondents said they had achieved what they set out to do, using the internet."
Autor: Selina Mitchell
Quelle: Australian IT, 20.06.2005
