Barriers - New Zealand experience

The E-government Unit commissioned Victoria University of Wellington (Wired for Wellbeing - Citizens' Response to E-government) to obtain the views of people from different socioeconomic groups and from different sectors about what government information they sought; which government services they used; their use of government on the Internet in comparison to other channels they use to gather government information; and about their experiences in dealing with government, especially through the Internet.

The barriers respondents encountered while using government web sites fell into the following five categories: physical (i.e., technical and infrastructure), skills-based, attitudinal, content-based and web page design and architecture. In addition, lack of knowledge that the information is there, and where to seek it, inhibits use. A major reason for limited use and non-use relates to a lack of a perceived need for government information.

Most participants have a much higher level of trust in government on the Internet than they do in the Internet in general. Distrust was most likely to appear within the focus groups of Māori, Pacific peoples, students, and working professionals.