2011 Australians’ use and satisfaction with e-Government Services report released

Today, I have released the report Interacting with Government ‑ Australians’ use and satisfaction with e-Government Services 2011, which shows Australians prefer to access Government services online.  The report is now available on the Finance website.

This is the sixth and last in the time series of studies that commenced in 2005.

Over the period of the time series, Australians have progressively embraced the internet as the preferred means of contacting government. When it is available, the internet is now the most commonly used channel to contact government.

Convenience, channel features and availability influence the decision to choose a particular service delivery channel to contact government. Four in five (82%) people use the internet because it is convenient.

The 2011 study saw significant increases in Australians accessing the web via mobile phone or similar portable devices, and making phone calls over the internet. There was also continuing growth in the use of social networking sites and SMS.

As these technologies become commonplace, government must continue where relevant to use them to deliver effective e-Government services.

The 2011 study shows that overall satisfaction with government online services remains high. Satisfaction with government websites also remains high and, since 2009, there has been a significant increase in satisfaction with the way government websites are designed to promote quick service delivery.

The opportunities for greater engagement with citizens through e-Government channels will continue as the introduction of high speed broadband through the NBN and the increased use of new communication technologies provide the Government with greater flexibility in delivering better services to people, communities and business, as well as improved government operations.

For further information, please contact the AGIMO Governance and Policy Branch at Measurement.Project@finance.gov.au.