GG 01/12
19 January 2012
The internet is now well established as the preferred means of accessing government services, according to a study released today by Special Minister of State Gary Gray.
The report about Australians’ use of e-Government Services shows that the internet, when available as an option, is the most commonly used channel to contact government.
“When the internet is an option, in 2011 nearly half of Australians (47 per cent) used it in their most recent contact with government,” Mr Gray said. “Nearly half (46 per cent) also said they preferred the internet over other forms of contact.
“The research also found there has been significant growth in the use of mobile phones and similar portable devices to access websites.”
Mr Gray said the Government began a series of six surveys in 2005, when 19 per cent of Australians used the internet for their most recent contact with Government.
“The 2011 study shows that overall satisfaction with government online services remains high,” Mr Gray said.
“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.
“However, there is still scope for improvement by improving the convenience, channel features and availability of online services.”
“People now more than ever expect government to provide its services online whenever possible. The challenge for government is to continue to deliver quality online services and to keep pace with new technologies.
“The opportunities for greater engagement with citizens online will increase with the introduction of high speed broadband through the NBN and the increased use of new communications technologies.”
Interacting with Government ‑ Australians' use and satisfaction with e‑government services 2011 is available at http://www.finance.gov.au/publications/interacting-with-government-2011/index.html.
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