Project background

Project background

The E-government Strategy

The Strategy sets out the e-government goals for agencies and the EGU. It shows how e-government can enable agencies to better focus on delivering results that people value, and therefore meet the Government's expectations.

The Achieving E-government project considered agency performance in achieving the Strategy's mission and three main outcomes for June 2004.

The three main outcomes identify the characteristics of a successful e-government programme:

The table on the following page shows the specific goals with which agencies were compared. The focus was on achieving the ready access target for 2004, but also took into consideration the targets for 2007 and 2010. There are three reasons for this:

• Agencies should have achieved the June 2004 target already.
• Some agencies have completed projects and initiatives that align with future targets.
• Agencies need to be planning how they will meet future targets.

Cabinet directive

When the Strategy was reviewed in 2003, Cabinet directed Public Service and non-Public Service departments to ensure that their planning shows appropriate alignment with the Strategy [CAB Min (03) 22/2A refers].

Research activities

Although the Achieving E-government project mainly analysed the achievement of ready access from a supply perspective, measuring the awareness and demand for e-government is also necessary.

The EGU commissioned a number of surveys and studies to determine the demand for
e-government. Information from this research will contribute to an understanding of New Zealanders' interactions with government online, and provide valuable information for agencies and the EGU on the use of and demand for e-government.

Channel Surfing: How New Zealanders access government

The EGU commissioned Auckland University to carry out the Channel Surfing survey, a telephone survey of 5000 New Zealanders. Interviewers asked people how they contact government and use the Internet to access government information and services, and about their interest in future e-government information and services.

A key finding was that although there was demand for government information and services on the Internet, people were not aware of the extent to which agencies make resources available on their websites.

Other significant findings were:

• 74% had made contact with government over the previous year.
• 65% had contacted the government five times or less during the previous year.
• People with few qualifications (sixth form certificate or less) were the groups most likely to contact government.
• People used multiple means of contacting government; 28% had used the Internet to contact government over the previous year
• Although many respondents had experienced security issues (such as computer viruses) in their use of the Internet, this was not usually a deterrent to continued use.
• People most commonly contacted government to complete a form or get information.
• People most commonly contacted government about social services, city and regional council matters, tax and business issues, transport and health.
• 65% had used the Internet over the previous year. Many New Zealanders use the Internet on a regular basis.
• Of respondents who used the Internet for personal reasons:
• 49% used it every day
• 35% used it every week.

Wired for Well-Being: Citizens' response to E-government

In June 2004, the EGU commissioned Victoria University to carry out the Wired for Well-Being study, to find out about New Zealanders' interactions with government and government online [Wired for Well-Being: Citizens' Response to E-government June 2004, compiled by Rowena Cullen & Peter Hernon, Victoria University, Wellington] . The study included a questionnaire and group discussion involving 65 people in 12 focus groups representing different sectors of New Zealand society.

Of the 65 participants, 72% had made contact with government by websites or email. Most people perceived government websites as providing basic information. They did not associate them with providing services.

The study noted that:

...the role(s) people played in society (taxpayer, parent, business person, independent contractor to government, advocate for an ethnic group, advocate or activist on social, environmental or political issues) was the primary determinant of their use of government on the Internet.

These roles were more important than any particular demographic factor. The study confirmed that most people contact government using the telephone or in person, and that traditional methods often complement the use of websites. Public awareness of e-government and the government portal was low.

The study concluded that government could do more to promote ready access by helping people to get computers, eliminating Internet charges in libraries, helping to develop broadband access, and finding some way of giving free access to government websites. Various agencies, including the State Services Commission, are addressing these issues with the draft Digital Strategy - one of its objectives is to improve people's access to the Internet and therefore to government online.

GO2003 survey

The Government Online 2003 survey (GO2003) was an international survey of people's use of the Internet and government services online [GO2003 Survey, compiled by V. Parr & M. Yamine, TNS.www.e.govt.nz/research/index.html] . It showed that over the previous 12 months:

• 75% of New Zealanders had used the Internet.
• 45% of New Zealanders had used the Internet to access government.

E-awareness

In 2002 and 2003, the EGU surveyed Public Service departments on their e-government initiatives, including the use of the Internet and networks [For more information: www.e.govt.nz/research/e-awareness.html] . Agencies provided information about their current e-government initiatives, use of e-government standards and compliance with guidelines, and whether their information strategies and other planning documents accommodate the e-government programme.

Barriers to using e-government - digital divide

A lack of access to the Internet is an obvious and significant barrier to people's use of
e-government. 'Digital divide' is where some people are likely to have reduced access to government information and services because their Internet access is restricted due to capability or socio-economic reasons, or because they have physical disabilities (for example, their sight or movement is impaired) or slower Internet connections. Digital divide is a worldwide concern and Statistics New Zealand concluded in a recent report based on 2000/01 data, that it exists in New Zealand [Statistics New Zealand 5 March 2004,The Digital Divide.] . This has implications for the e-government programme as people without easy access to the Internet do not have the same convenient access to information and services available online.

Barriers for demographic groups

Some households are less likely to be connected to the Internet than others [The Digital Divide] . The Statistics New Zealand report indicates that the age of the youngest occupant, ethnicity, labour force status and geographic location play important roles in determining household Internet access. The most important variables identified as influencing household Internet access were household income, the level of educational qualification and household composition. Income is especially important, as access usually involves buying a computer and accessories, and paying for ongoing service, maintenance, an Internet connection and possibly training.

Historically, gender has been a factor with men's Internet usage higher than women's. As the Internet is becoming more accessible and its use more prevalent, the gender gap is narrowing. While the GO2003 survey indicated that the use of government online is now comparable between genders (with a significant increase in females accessing government online from 35% in 2002 to 44% in 2003), the Channel Surfing survey found women were significantly more likely than men to say they had no computer. The survey also showed that more men use the Internet for work than women.

The GO2003 survey showed the use of government online continues to be higher in Auckland and Wellington. The Channel Surfing survey indicated that city dwellers (especially Aucklanders) use the Internet on a daily basis significantly more frequently than the other groups. South Islanders were more likely to say that they never use the Internet.

Like the Statistics New Zealand report, the GO2003 survey showed that age, income and education levels are all factors in the digital divide. E-government use continues to be strongest among those in their twenties, and increases with income and education level. However, the survey showed a significant increase (from 22% in 2002 to 33% in 2003) in e-government use by those with a household income of less than $30,000 per annum.

Barriers for individuals

The Wired for Well-Being study drew attention to the barriers that prevent people from using the Internet. These included a perception that the Internet could be time consuming, a dislike of reading extensive information online, difficulty in finding information due to poor presentation, a lack of computer skills, limited broadband availability, and the cost of access for those without a home computer.

The Wired for Well-Being study identified specific barriers to the uptake of e-government:

• comfort with existing methods of information gathering (especially the telephone)
• website information being out-of-date
• too much information to navigate
• a lack of plain language.

Some people have permanent accessibility issues [75% of those had problems with movement; 52% had sight impairments; and 36% had impaired hearing] that affect their ability to use the Internet. These people face additional barriers. For example people who have a sight impairment may be unable to access information and services when websites do not provide alternatives to PDF files. They advocated the use of the Web Content Accessibility Guidelines, which aim to ensure that people are not impeded in their access to information on the Internet [For a copy of the guidelines: www.w3.org/TR/WCAG10/] .

Of the 5000 participants in the Channel Surfing survey, 72% did not use the Internet to contact government. Of this group:

• 29% did not have a computer, modem or suitable software
• 23% did not need to use the Internet to contact government
• 8% did not have the necessary computer skills
• 8% were not experienced with the Internet.

There is evidence that some people who do not use the Internet ask other people to find information on their behalf. Of those who did not use the Internet themselves:

• 28% said their children found information on the Internet for them
• 35% said other family members found information on the Internet for them
• 23% said that friends found information on the Internet for them.

Addressing the digital divide

There will continue to be people in society who are unable or unwilling to use the Internet. The United Nations has stated that:

...e-government readiness strategies and programmes will be able to be effective and 'include' all people only if, at the very minimum, all have functional literacy and education, which includes knowledge of computer and Internet use; all are connected to a computer; and all have access to the Internet. The primary challenge of e-government for development therefore, is how to accomplish this [UN World Public Sector Report 2003: E-Government at the Crossroads October 2003] .

Technology becomes mainstream over time

If we consider past trends with other technology (such as television) we can assume that people will have better access to the Internet in future. Over time, broadband speeds and computer power will increase.

Multiple channels to contact government

While government agencies should increasingly provide information and services online, they also need to consider those people who prefer to use traditional means to contact government. The Strategy recognises that agencies need to continue to deliver services through multiple channels, so that people have a choice of ways in which to contact government.

Draft Digital Strategy

A Digital Strategy is being developed as the Government's vision for New Zealand to become a world-leader at using information and technology to realise our economic, social, and cultural goals [Digital Strategy: A Draft New Zealand Strategy for Consultation, June 2004] . The Ministry of Economic Development is co-ordinating the strategy, which involves a number of agencies and has been consulted on widely. It provides a framework to encourage 'smarter' use and uptake of information and communications technologies (ICT) amongst communities, businesses and government.

The draft strategy documents the Government's resolve that all New Zealanders should enjoy the benefits of the Internet and other communication technologies. Developing infrastructure is an important aspect of this. An example is Project PROBE, a government initiative to improve Internet access to all schools and communities by the end of 2004.

The draft strategy recognises that:

...complementary innovations in society's systems, processes and institutions, in business management, and in individual skills and behaviour which shape what we do with the new opportunities that ICT provides are also needed.

It proposes a direction for government policy and action in these areas. The draft strategy addresses negative perceptions and the impacts of ICT, including concerns that some government services will only be accessible online.