Summary of New Zealand questions

What other interactive online services have citizens used?...

- 41% of New Zealanders have used online banking previously. The next most common interactive online service used was to sign up or receive automated news services (29%), followed by using the Internet to pay bills (26%). Online shopping (21%) and the participation in discussion groups or chat rooms (20%) were the least of the prompted responses used by New Zealanders. 33% responded with "other", mainly using email (13%) and getting information/research/surfing/browsing (12%). There were no significant differences of use between genders.

- Overall, previous use of interactive online services is more prevalent among those aged 20-49 years than other age groups. Residents of Wellington and those with higher household incomes and a university education also are more likely to have used the services previously.

- New Zealanders who are Government Online users are significantly more likely to have used all services than non-users - online banking 65%, automated news 49%, paying bills 42%, shopping 35% and participation in discussion groups or chat rooms 26%.

- Among GO users Transactors were significantly more likely to have used online banking (88%) and to have shopped online (79%) than others. Consulters are significantly more likely to have signed up or received automated news services (70%) and to have participated in discussion groups or chat rooms (37%) than others. This indicates that users of interactive online services in a broader context are comfortable using the similar services in the context of government.

What are the preferred channels to contact government?...

- The most preferred channel to contact government to find information is by website or email (48%). The telephone is the preferred channel of contacting government when New Zealanders need a problem dealt with (56%) or they need to book a facility or make an appointment (58%). When applying for a grant or benefit or when paying for services, the most preferred channel of contacting government is face-to-face (48% and 53% respectively). For all reasons to contact government, older New Zealanders were significantly more likely to prefer to contact government face-to-face.

- Users of Government Online services were significantly more likely to choose website or email as their preferred option of contacting government for all reasons than non-users, however non-online options were the preferred by the majority of GO users for most of the reasons. The exception is to find information where they would prefer to use a website or email.

What is the perception of usefulness of future Government Online services?...

- New Zealanders' perceived greater usefulness from future services that minimised the time that was necessary for them to get information from government. The least use was seen in services that involved citizens participating in Government (voting) and in paying government for services. However, these were still considered to be useful by over half of all respondents.

- The service considered to have the most usefulness was being able to find all government information through one website (78%). This was followed by being able to change personal and address details for all departments in one place (74%) and being personally reminded about government services and information relevant to individual needs (71%). There was slightly less interest in completing the census form online (69%), having a say in something that matters either personally or in the community (69%), having services from several agencies packaged together (68%) and voting online in general and local elections (65%). Least interest was expressed in being able to pay for government services/fines/bills over the Internet (58%).

- Without exception New Zealanders aged 20-39 years, those with University qualifications and those from higher income households were significantly more likely to find all services more useful than others. Residents of Wellington were also significantly more likely to find greater usefulness in the majority of the services.

What is the awareness, usage and satisfaction with the government portal www.govt.nz?...

- Almost half of New Zealanders were aware of the portal www.govt.nz (47%). Awareness was greater among those aged 20-29 years (59%), residents of Wellington (58%), those from higher income households ($70-100,000 60%; $100,000 or more 70%) and those with University qualifications (62%).

- Of those aware of the portal, few used it daily (2%) or weekly (5%). 13% used it monthly and over one-third (38%) used it less frequently. 42% of those aware of the portal had never used it.

- Of those who had used the portal almost three-quarters (72%) found the information easy to find. The majority considered the information easy to understand (86%) and thought that the information was what they were looking for (82%).

How do citizens find government information online?...

- Of New Zealanders who had ever used the Internet previously 41% use search engines to find government information online. Almost one-quarter (23%) go directly to the government departments website and 10% guess the web address.

- Younger New Zealanders are more likely to use search engines, while older New Zealanders are more likely to go directly to the departments website.