Australians now prefer Internet for accessing government services

By Eden Estopace | Feb 1, 2012

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The Internet is now the preferred means of accessing government agencies in Australia, according to a newly released study on user satisfaction with e-government services.

“When the Internet is an option, in 2011 nearly half of Australians (47 percent) used it in their most recent contact with government,” Special Minister of State Gary Gray said in a media release. “Nearly half (46 percent) 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,” he added.

The Australian government has launched the e-government strategy in 2006. Gray disclosed that back then, only 19 percent of Australians used the Internet for contacting government.

The strategy, according to then Special Minister of State Gary Nairn, attempts to deliver a more coordinated and citizen-driven focus to the government’s e-government initiatives. Among the goals it has set for 2020 is the full integration of online, electronic and voiced-based services to government service delivery.

"E-government is about more than just applying ICT to government processes. It is about applying ICT to reform and improve government processes. Merely applying ICT to something does not make it better. But applying ICT, and reforming the accompanying business processes, does," he said.

Six years into the implementation of the e-government initiative, six studies have also been conducted to measure how well the government has delivered into the promise of an interactive and fully accessible government. The sixth and most recent study showed that Australians continue to embrace the Internet as a way of interacting with government.

The connected citizen

The study showed that today's connected Australian citizens use email (84 percent) and text messaging (81 percent). About half, or 47 percent, also use social networking sites, while 40 percent read news feeds, 38 percent use the web via mobile phone, 36 percent make phone calls over the Internet, 35 percent use an app, are 35 percent are into instant messaging.

Gray, however, sees more opportunities in the future, especially with the full roll out of the National Broadband Network (NBN), which will provide high-seed broadband across the country.

Currently, the study revealed that just over half of people (54 percent) use e-government (Internet and telephone) as their main way of communicating with government. In contrast, only 37 percent transact with the government in person and only 7 percent via traditional mail.

When asked about their most recent contact with government, 24 percent of respondents said they sought or obtained information but did not provide information, 16 percent said they provided information but there was no exchange of information, 19 percent exchanged information with the government agency, 23 percent received a payment, and 15 percent made payment.

Moreover, most people (27 percent) who transacted with government online said they searched for the government contact via search engines, while almost a fourth (24 percent) said they already knew the existence of such websites before they made the transaction. This highlights the high degree of people's awareness of citizen services via the Internet.

The e-government strategy of 2006 specifically promised to review and consolidate government websites to make it easier for people to find what they are looking for. The main entry point to the government portal is australia.gov.au and today it is more useful for citizens than ever.

Gray said people now more than ever expect government to provide its services online whenever possible and the challenge for government is to continue to deliver quality online services and to keep pace with new technologies.

Historical data showed that the use of the Internet to contact government has increased over time, growing from 19 percent in 2004–05, to 25 percent in 2006, 29 percent in 2007, 38 percent in 2008, and finally 47 percent in the most recent study.

"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,” Gray said.

In the latest media release on NBN project, Australian Prime Minister Julia Gillard said the over the next 12 months, almost half a million new premises across the country will be connected to high-speed broadband, which is getting closer to its goal of becoming a truly broadband nation and digital economy by 2020.