Executive Summary

Introduction

While the online channel holds out the promise of being both more efficient and effective in meeting New Zealanders' expectations from the State Services, it is relatively less well understood compared to other channels such as in-person or mail. Measuring customer experiences and perceptions lets us see how we're doing, both at a point of time and trends over time.

There are several international studies that measure New Zealand's e-government performance against that of other countries. However, these studies mostly evaluate the potential for use rather than people's actual use and satisfaction. Kiwis & Government Online 2008 is a quantitative survey that focuses on the latter.

Scope and Methodology

Research was conducted in November/December 2008 using an online panel of New Zealand Internet users. A total of 1,013 valid completed questionnaires were obtained. The panel sample demographics were broadly aligned with New Zealand population demographics. The online panel and questionnaire administration were provided by an independent commercial research company.

The scope of this survey is online services provided by the New Zealand State Services. Broadly, this consists of the core Public Service and Crown Entities.

There are two major limitations of this survey. First, it is quite likely that, at the margin, respondents may have had differing interpretations of the term "government" in mind when answering questions about government's online services. Second, being an indicative online survey of Internet users, the survey results are only indicative of the perceptions and experiences of New Zealanders confident of using the Internet.

Types of government's online services used

The most frequently used online services in the last 12 month by respondents were:

• Finding out information (88%);
• Using online tools, calculators or downloading application forms (54%);
• Paying (40%) or applying (31%) for something; and
• Submitting information or a return (29%).

Satisfaction with government's online services

Satisfaction with getting information online from government (71%) is broadly the same as transacting with government online (65%). Dissatisfaction is also about the same (10% and 8% respectively). Satisfaction with participation, such as providing feedback or comments online, is lower (44%) while the number of people neutral (45%) was the highest amongst the three types of online services.

Important aspects of online services

This survey looked at three types of online services - those for information, transacting, and participating. The three most important aspects of getting information online from government are that the information is current, up-to-date, and easy to find. The two areas that respondents most agreed with in respect of getting information online from government was that they have all the skills and understanding necessary to access government information online and, second, they have confidence in the information provided.

The four most important aspects for people transacting online with government agencies were that their privacy was protected; the transaction service was easy to find; it was wholly online; and that it used plain English. The four aspects that respondents most agreed with were that their privacy is protected; transacting online is an example of good value for tax dollars spent; it is easy to transact online; and transacting online gets same or better results than in-person or on the phone.

Respondents believed that protecting their privacy was the most important aspect of transacting online with government for them. It is also the aspect that they most agreed with as being true about their perceptions of transacting online with government.

Reasons for not using the online channel

About two-thirds (61%) of respondents who had not used the online channel over the previous 12 months believed they had no need for any government service in the first place. About one fifth of the respondents (18%) who had not used a government online service in the last 12 months were actively negative about it (they either didn't like using the Internet to get information or services from government or have a preference for using the phone/visiting government offices).

Other results

For more than half the respondents (55%), usage of government's online services over the last 12 months has remained the same. For a third (34%) it has increased somewhat.

For all respondents, whether or not they had used a government online service in the last 12 months, the most preferred channel to get government services was online. However, the responses also indicate that some of them prefer to use other channels depending upon what they wanted to do - phone, email, and in-person to get information; in-person for transacting; and email for participation.

Slightly more than half of all respondents (54%) prefer email as the way they want agencies to get in touch with them routinely.

Responses indicate that respondents have become comfortable and confident with searching for information online. Eighty-eight percent of the respondents said they used a search website or tool like Google to find specific government information online.

Less than half of the respondents (44%) had heard of or visited the New Zealand Government's website newzealand.govt.nz in the past 12 months. However, this survey does not include non-New Zealanders, who account for more than half of the people using that website.

Almost two thirds (65%) of respondents who had transacted with government online in the last 12 months said they would be interested in getting a single, personalised view of their transactions with government.

There was no clear preference for whether respondents thought government information should only be available from government websites or from a variety of government and non-government websites.

Promoting the Online Channel

Respondents were asked for their comments and suggestions about ways for government agencies to encourage people to use government's online services. There were a large number of responses with the top three being increasing awareness, improving usability, and improving customer support.

Respondents were also asked if there were any particular services from government agencies they want available online. Many of the services they mentioned were already available online, reinforcing the need for government agencies to raise awareness and promote the online services they already offer. Several respondents wanted all of government's services online while some wanted better or increased online services to update and manage their own information, including giving information to government once.

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