Why do people use traditional methods to contact

Questions 36, 40, 44, 48, 52 and 56 further explored the reasons why respondents chose to make contact by phone, in person and by letter when accessing government. The results are presented in Table 9. The results indicate that these more traditional methods of contact are primarily used because they are seen as faster or easier. The next most common reasons are 'There is no other way (of completing this task)' and 'It's more personal'.

Table 9: Reasons why respondents make contact by phone/in person/mail to government

Table presented showing percentage (%) rounded to one decimal point

There were no significant trends when this question-set was examined in relation to gender. However, men were significantly more likely to respond that these methods gave them the opportunity to judge the other person when providing information or making and attending appointments.

Significant results in relation to age and income were few. Those aged 70 and over were more likely to respond that 'it's easier to use the phone' to provide information (50%), and respondents with children were more likely to respond with 'I like to talk to people/it's more personal) when using these traditional methods to make an appointment. The over-60 age groups tended to respond that 'You can't do this any other way' when making contact in regards to receiving money. Those in the $10,000 to $19,000 income bracket preferred to talk to people or considered that it was more personal both for paying money and filling in forms.

New Zealand Māori (211) used the phone to seek information as it was more likely to be considered easier (62%) to make contact. In comparison, the 'other' ethnic group (73) was significantly less likely to use the phone as it was easier (30%). When providing information, New Zealand Europeans (1009) were significantly less likely to consider the phone as more personal (21%). This compares to New Zealand Māori (198) who were more likely to consider the phone personal (29%). In the 'other' ethnic group (62) the phone was significantly less likely to be considered easier to use (23%). This group used the phone/in person/mail to contact as they were significantly more likely to consider these were the only channels (46%). New Zealand Māori (141) were also significantly more likely to use this method to make appointments as it was considered to be easier to talk on the phone (50%). When filling in a form, New Zealand Europeans (1309) and 'other' ethnic (85) were significantly less likely to use traditional methods as they were more personal (22% & 15%, respectively). In comparison New Zealand Māori (240) were significantly more likely to use these methods as they were personal (31%). It was significantly less likely for New Zealand Māori (33%) to consider traditional methods as the only channel, but significantly more likely for the 'other' ethnic group to do so (61%). New Zealand Māori (168) were significantly more likely to consider that the phone was more personal (42%) when arranging to pay money to government.

When examined in relation to urbanisation, we see that city-dwellers chose to seek information, and fill in forms in this way because it is considered to be the only way of achieving the objective. In regards to receiving money, city-dwellers were more likely to choose these methods because you can clarify or judge the other person. They were less likely to respond that they fill in a form using traditional methods because of being comfortable with these methods. Respondents living in towns were also significantly more likely to use traditional methods because they believed there was no other way when filling in a form and seeking information. They also chose these methods for providing information because it is more personal, and for filling in a form because they were more comfortable with traditional means of contact. Rural respondents chose to seek and provide information using these methods because it is easier to clarify points or judge the other person and to make appointments because they were more comfortable with traditional means. Lower North Islanders were also more likely to give the response 'You can judge the other person' when seeking information, paying money and making appointments.

When government employees used these traditional means of contact, it was significantly more likely to be because the phone is faster, you can judge the other person or clarify points more easily, or their was no other means of contact for the task.