2. Focus Groups

2.1 Focus Group Participants

Altogether, 65 individuals [Nine women comprised the new immigrants focus group, thereby raising the number of participants to 74. However, we have separated them from Tables 1 and 2 and the total number because we did not ask them to complete the questionnaire and we abbreviated the questions asked in the focus group interviews. We also provided extensive prompting. This different treatment was due to their limited English reading, writing, and oral communication skills.] participated in the ten focus group interviews and the two additional ones that concentrated on the issue of "security and trust." Table 1 provides background information on them, and Table 2 indicates their level of experience with computers and Internet use. (The information for both of these tables was taken from questionnaire responses.) During the focus group interviews, a number of those interviewed mentioned that they tended to confine their use of the Internet to work.Home use might centre on doing e-mail and engaging in fun activities (e.g. playing games or helping children with projects). Some others disagreed and were more likely to search the Internet at home, including government web sites. Whichever approach they used depended, in part, on (1) whether there was a single line for Internet access at home, and (2) the speed of modem access. In those instances in which participants found it too time-consuming to search at home, they were likely to contact government by phone.

Table 1. Background Information*, **

Category	#	%
Gender
Female Male Unidentified	36 28 1	55.4 43.1 1.5
Ethnic Group
NZ European Māori Pacific peoples (Samoan, Tahitian,Tongan) Asian (Chinese, Taiwanese) or Indian	46 8 8 3	70.8 12.3 12.3 4.6
Age
15-19 20-24 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60-64 65-69 70-74 75-79 80 or over	2 6 4 6 7 5 7 6 5 5 7 2 1 2	3.1 9.2 6.2 9.2 10.8 7.7 10.8 9.2 7.7 7.7 10.8 3.1 1.5 3.1
Highest Level of Formal Qualification
School Certificate 6th Form Certificate/UE/Bursary Trade/Vocational Certificate or Diploma Business Diploma Bachelor's Degree Postgraduate Degree Other	6 14 11 2 15 10 4	9.7 22.6 17.7 3.2 24.2 16.1 6.5
Household Income
$0-$9,999 $10,000-$19,999 $20,000-$29,999 $30,000-$39,999 $40,000-$49,999 $50,000-$59,999 $60,000-$69,999 $70,000-$79,999 $80,000 or over Did not answer	3 5 5 6 4 6 6 3 1 26	4.6 7.7 7.7 9.2 6.2 9.2 9.2 4.6 1.5 40

*Some participants did not answer all of the questions. In case of the new immigrants, we viewed the questionnaire as too complex for them to complete. The nine women came from Hong Kong, Japan, China, Romania, Indonesia, Sri Lanka, and Korea.

**Percentages subject to rounding.

Twenty-nine respondents were employed, whereas fourteen received a benefit, pension, and six a student loan or allowance. Another four were homemakers who shared their partner's income, and one was retired (self-funded); eleven respondents did not state a source of income. (See Table 2)

Table 2. Occupation of respondents

Employment category	Number
Banking/finance	3
Business/consulting	3
Council employee	1
Farmer	6
Legal annotator	1
Lab technician	1
Librarian	1
Manager/administrator	2
Musician	1
Retail worker	1
Retired self-funded	1
Public servant	2
Scientist	1
Self-employed	4
Student	6
Teacher	2
Supported by partner	4
Benefit/pension	14
Not specified	11
Total	65

Overwhelmingly, English is the major language that participants used in their daily lives. They might, however, combine English with another language: Bengali; Chinese; Cook Island Māori; Dutch; Fijian; Japanese; Māori; Romanian; Samoan; Swedish; or Tamil. Two people indicated Māori or Tongan, and some listed sign language.

Table 3. Level of Experience with Computer and Internet Use*

Category	#	%
Computer Use
No experience Some experience (e.g. e-mail, basic word processing, and office computer) Experienced (e.g. competent with a number of computer applications)	4 31 30	6.2 47.7 46.2
Internet Use (including e-mail and web sites)
No experience Some experience (e.g. e-mail, online purchasing, games, and/or some searching for information) Experienced (e.g. dedicated surfer)	4 39 22	6.2 60 33.9
Use Internet from **
Home Work School or place of study Internet café Library Other (e.g. hotel/motel)	58 32 10 6 5 5	50 27.6 8.6 5.2 4.3 4.3

*Percents subject to rounding.

**Respondents could tick all that apply.

2.1.2 Encouragement to use the web

Their responses to the survey question, "What kinds of things encourage you to use the Internet?" encompassed seven broad categories:

1. Create a record. The ability to create a paper trail or bookmark relevant homepages, web pages, or information content;

2. Convenience of online activities. Ability to engage in online activities (banking, purchasing products, and travel bookings);

3. Ability to find information (e.g. on a wide variety of topics, current, and useful for the completion of assignments for school age children);

4. 24/7/365 access. Anytime/anywhere access to information and communication with others (communication is not limited to friends and colleagues);

5. Convenience (and being able to avoid being placed on hold, as when calling an organisation by phone);

6. Information content. The ability to find high quality information that reflects different views and perspectives, that is readily accessible, or that is germane to their information need; and

7. Independent information gathering. The ability to find information independently and anonymously, and the ease and serendipity of searching.

Participants in the focus group interviews reinforced the above-mentioned advantages, while suggesting some new ones related to general use of the Internet and web. They mentioned:

• Access to contextual information. The background and detailed information provided enable them to understand issues better.
• Home use as an alternative to attending a meeting or visiting a government department or agency . Participants with an impairment limiting their mobility could gather information from home.If theywere unable to attend a meeting, they could obtain information, perhaps related to that meeting, from the Internet.
• The Internet provides contact information. That contact information might be more detailed than the telephone book provides. When they contact a government department or agency, they like to know the name of an individual.
• An opportunity to be reflective. When they use the web, they are not likely to be in a hurry. In contrast, when dealing with someone on the phone, they or the person at the other end may face time pressures. Clearly, use of the phone is a time-sensitive issue. Web use is not. In essence, web use is more of a leisure activity.
• Flexibility.They could search for information at their own pace and from whatever location they chose.

Everyone in the rural group uses computers, but they have different levels of experience. Dairy farmers, for example, might use computers to help manage their business. Using specialised software, they maintain herd records, with information on each cow (e.g. milk yield, volume, and content, parentage and offspring), which adds to the value of the herd. They also expressed the view that "the web has been a real boon for farmers." As one explained, "the web provides access to information that otherwise might be time-consuming to collect. Still, it [the web] can be slow and it can get frustrating when we are bounced back to the opening screen of the homepage."

Many of those interviewed—regardless of citizen group—view the Internet as only one means by which they gain access to information. They were most emphatic that the Internet should not become the exclusive means of access to information or the sole channel for communication.

2.1.2 Discouragement from using the web

As for the kind of things that discouraged their use of the Internet, questionnaire responses can be collapsed into four broad categories.

1. Computer use (cost, connectivity, security, and level of knowledge and searching);

2. Coping with online forms (they can be hard to download, as well as to complete and return online);

3. Information searching (distractions such as pop-up advertisements and finding new but interesting material unrelated to the subject of their original search, hard to navigate web sites, and unsuccessful searching); and

4. Information results (varied quality and relevance).

Focus group interviewees reinforced the above-mentioned points and noted some additional issues (see also section 5, Barriers):

• People (e.g. the elderly, those with disabilities, and Māori) might lack the money to purchase a computer or upgrade an old computer that had limited capability. According to one person with a disability, "I have a computer with Windows 95 that lacks sufficient memory and is slow." Depending on the level of disability a person on a modest income who does not receive government support would likely be unable to afford to purchase a new computer.
• People with disabilities may not have ready access to the necessary adaptive technologies. All the needed technologies, it was explained, are available, but individuals may not be able to afford to purchase them. While those in the workforce might have jobs in which the employer provides the technologies, such technologies might be too expensive for home purchase.
• Some people have no perceived critical need for a computer or Internet access. As one senior citizen mentioned, "I would love to get on the Internet and there're hundreds of things you find interesting, but they also tell you at our age you've got to be active and so I spend my time in the garden and looking after my house." Others in that focus group reinforced the need to be active at their age.
• Elderly persons were afraid of becoming 'addicted' to the Internet (see previous bulleted item).

2.2 Use of Government Information and Services

Of the 65 participants, 47 (72.3 percent) had contacted national or local government departments in the past year. Table 4, which is drawn from questionnaire responses, identifies the broad topic about which they made contact, and the number of mentions for each, and the relative position of the category in comparison to the other categories. They ticked City Council Matters the most often and Fisheries the least.

Table 4. Topics for Which Government Approached

Category	#	%
Births, Deaths, and Marriages	16	9
Benefits	15	12
Broadcasting	7	25.5
Business-related Issues (e.g. grants and compliance)	16	9
Consumer Affairs	7	25.5
Customs	4	30
Driver Licenses	15	12
Education	24	3
Elections	12	20.5
Employment	20	5.5
Environment	15	12
Farming	7	25.5
Fisheries	3	32
Funding Agencies (e.g. social security)	9	22.5
Health	13	17.5
Housing/Tenancy	6	28
Immigration/Passport/Citizenship	27	2
Legislation (laws and regulations)	20	5.5
Maps and Land Information	13	17.5
Occupational Safety and Health	4	30
Personal/Family Issues (e.g. child safety)	4	30
Police/Justice	13	17.5
Policy and Politics	13	17.5
Recreation and Sport	7	25.5
Statistics	16	9
Tax and Finance	22	4
Tourism	12	20.5
Transportation	14	14.5
Treaty Issues	9	22.5
City Council Matters	29	1
Regional Council Matters	18	7
Other (e.g. conservation, defence, disability, food safety, and science)	14	14.5

Figure 1, which offers another perspective on some of the data in that table, identifies the most frequently mentioned topics about which the members of the public participating in the focus group interviews contacted government. Ten topics produced at least 16 responses.

Figure 1. Most Frequently Sought Topics

Table 5, which then takes the six most frequently mentioned topics depicted in Figure 1, indicates the specific matter for which respondents made contact. However, most likely, the search for some legislation (i.e., statutes) was through Knowledge Basket, a private sector database vendor. Appendix F, which expands on the table, covers the subject matter listed for all of the topics identified in Table 4.

Table 5. The Subject Matter Sought

Topic Subject Matter

City Council Matters	Building consents (e.g. extension of house) Bylaw information Drain from house going down neighbours land Liaising with council on issues affecting disabled students Meeting (minutes and policy) Te Ara o nga Tupuna and information on history of area Paying rates Policy plans and statements of local council Safety and environmental regulations, building codes Street matters Summer events in Wellington Water supply and concern over trees in a local park
Immigration/ Passport/Citizenship	Apply for, reissue, or renew passport Changes in immigration policies that affected new immigrants Details required about getting into New Zealand for a friend Family overseas trip Family passport problems Immigration requirements for my partner Information on costs as a result of a dispute Migration information for parents Residency status of my girlfriend Rights of refugees Rules for citizenship Visa information (e.g. requirements for travel)
Education	Consultation appointments Cost of university for foreigners in New Zealand Find out about learning sign language Find out entitlements as a returning student Funding for study Information about NZCEA Information on student support for NZers List of university courses Looking at new school (e.g. ERO reports) Looking into private schooling Research grant applications Status of a tertiary project Status of peer support programmes Teacher registration Information for study Information on NZQA
Taxation and Finance	How to get an IRD number Information about GST IRD information (e.g. on taxes) Paying taxes Personal income tax regulations Refund of taxes on charity donation Signed up online GST Tax code Tax forms Tax refund Tax return
Employment	Employment opportunities (e.g. for my partner) Government jobs listings Seeking research work Staff recruitment Where we stand with time off and wages for our workers
Legislation	Bills in the House Copyright law Employment law Issues related to technology, science in society, GM debate, etc. Legalities of paternity tests Staff information Statutes (contents of various acts)

Figure 2 identifies the method by which participants contacted government departments. The most common method was by telephone with web sites in second position. Because e-mail comprises part of the Internet, the combination of web sites and e-mail strengthen the position of the Internet as an important means of contact. Viewed from another perspective, in-person visits to government departments and agencies are important but less so than contact by telephone and the Internet. Four respondents ticked the "other" category, which included contact at meetings (e.g. hui that government departments held for consultation) and fax. Of the 47 people who had contacted government, 42 (89.4 percent) used multiple means.

Figure 2. Methods of Contacting Government

2.3 Use of Government on the Internet

Most of the focus group participants who had used government on the Internet—made contact through the Internet or e-mail—indicated that their use was limited; only a few individuals make frequent use (at least weekly). [The people who did not use government on the Internet either did not perceive a need for such information or they were satisfied with their current method of gathering information. A factor affecting non-use for some participants was a lack of understanding about the types of information the government disseminates. As one elderly respondent commented, "I assume government sites just contain booklets." The desire "to stay away from government" was seldom mentioned; one member of the business community and a number of the new immigrants held that attitude.] Use tended to centre on a search for information or the names of people to contact in departments or agencies.

When asked why they consult government on the Internet (either a departmental or agency web site, or by e-mail), their questionnaire responses reinforced the previously mentioned reasons that either encourage or discourage their use of the Internet in general. Encouragement focused on issues such as anytime/anywhere access and information content (good background or specific information and good coverage of issues). They also mentioned new categories such as finding portable information (e.g. able to download and work on a spreadsheet) and their dislike of being placed on hold when they make a call. Likewise the reasons for non-use paralleled those previously mentioned. However, some respondents noted (1) a preference to talk with someone (create and maintain a personal relationship); (2) the difficulties associated with downloading, reading, completing, and returning online forms (e.g. "I would use government forms if they were easier and more accessible to use"); and (3) the complexity of navigating government web sites, especially if they did not regard themselves as good or highly competent searchers.

2.3.1 Web sites used

The questionnaires and the focus group interviews revealed government web sites that the participants recalled they had used; thus, the list should not be considered as definitive. Furthermore, the list does not indicate the context in which they contacted government. Nonetheless, the web sites mentioned include

• Department of Conservation, http://www.doc.govt.nz
• Department of Corrections, http://www.corrections.govt.nz
• Environmental Risk Management Authority, http://www.ermanz.govt.nz
• Foods Standards Australia New Zealand, http://www.foodstandards.govt.nz
• Foundation for Research Science & Technology, http://www.frst.govt.nz
• Inland Revenue Department (IRD), http://www.ird.govt.nz
• Land Transport Safety Authority, http://www.ltsa.govt.nz
• Local and regional councils, e.g. Wellington City Council, http://www.wcc.govt.nz
• The Mental Health Commission, http://www.mhc.govt.nz
• Meteorological Service of New Zealand Limited, http://www.metservice.co.nz/home/index.html
• Ministry of Agriculture and Forestry, http://www.maf.govt.nz
• Ministry of Economic Development, http://www.med.govt.nz
• Ministry of Education, http://www.minedu.govt.nz
• Ministry of Foreign Affairs and Trade, http://www.mfat.govt.nz
• Ministry of Health, http://www.moh.govt.nz
• Ministry of Housing, http://www.minhousing.govt.nz
• Ministry of Housing's Tenancy Services, http://www.minhousing.govt.nz/tenancy/index.html
• Ministry of Justice, http://www.justice.govt.nz/contacts/
• Ministry of Research, Science & Technology, http://www.morst.govt.nz
• Ministry of Tourism, http://www.tourism.govt.nz
• National Library of New Zealand, http://www.natlib.govt.nz/index.html
• New Zealand Food Safety Authority, http://www.nzfsa.govt.nz
• New Zealand Immigration Service, http://www.immigration.govt.nz
• Office for Disability Issues, http://www.odi.govt.nz
• Parliament, http://www.parliament.govt.nz
• Reserve Bank of New Zealand, http://www.rbnz.govt.nz
• Statistics New Zealand, http://www.stats.govt.nz
• Work and Income New Zealand (Ministry of Social Development), http://www.workandincome.govt.nz

The participants might also visit the web pages of Cabinet Ministers and make contact with them.

As will be discussed subsequently, one group—the members of the Wellington business community—was extremely knowledgeable about (and made daily use of) government on the Internet. Given their unique use patterns, they were separated from the Auckland business group (See section 2.4.6: Overview of Each Group Interviewed—People in the Business Community—Wellington).

The rest of this section highlights each of the ten broad groups, showing which web sites they had used and for what purposes, and identifies the individuals' needs, likes, and dislikes. The final part of this section summarises the information-gathering behaviour of the participants. The section of the report on the walk-through observations provides further insights into their information-gathering behaviour.

2.4 Groups Interviewed

2.4.1 Disabled citizens

Those interviewed tended to be activists, who need information on assorted topics but who also think it is important to be informed citizens. As one explained, "Being informed enriches my life." They might use government on the Internet anywhere from infrequently to weekly. They gather government information on the Internet (e.g. legislation, policies, and general information, including bus schedules) at the local or national level for their advocacy, work, school, or personal needs or interests. One person uses government information on the Internet for work-related purposes (research and writing reports), as she works on government contracts. Personal use, which is limited (perhaps once or twice a year), focuses on passport regulations, travel advisories, or policy documents. An advantage of government sites for activists is that they can obtain the complete text of a speech (e.g. by the Prime Minister) or a policy document. Newspapers, on the other hand, only provide a synopsis.

Among the web sites they recalled they had used are:

• Local and regional councils (e.g. policies related to pedestrian crossings and answering questions such as, "How well does city council meet national policy?"). They considered the Wellington City Council web site "easy to navigate."
• The Mental Health Commission
• The Ministry of Health
• Office for Disability Issues
• Parliament
• Statistics New Zealand
• Work and Income New Zealand

2.4.2 Māori

Most of those interviewed use government on the Internet; that use ranged from weekly to monthly, but is not increasing. They definitely like to search for information on the Internet due to its convenience and the fact that they can do it anytime. When searching for information, they might not pay attention to web addresses and did not always realise that a particular site might be government. Most of all, the group wanted to see Māori reflected in government web sites—if not through use of Te Reo, at least through Māori news and events being prominently reported. They might seek government information on careers, education, the environment, legislation, statistics, and so on, from sites such as those of

• Ministry of Economic Development
• Ministry of Education
• Parliament
• Regional councils
• Te Puni Kokiri
• Work and Income New Zealand

Regarding services, two of them use an electronic tendering service and receive e-mail announcements and go to different sites for more information about such opportunities. They might also apply for study grants.

2.4.3 Pacific peoples

All of this group use computers and government on the Internet, but to varying degrees. Their use ranges from occasional to daily. They might seek information or contacts related to agriculture, education, health care, immigration, and so on, from the web sites of

• City and regional councils
• Inland Revenue Department
• Ministry of Agriculture and Forestry
• Ministry of Education
• Ministry of Health
• New Zealand Immigration Service

Regarding services, they did not engage in online booking. As one participant pointed out, "Who among Pacific peoples has a credit card?" He also commented, "I don't want to be on the phone forever calling Wellington [from Auckland]. So, I want to know what I want to talk about and to be informed before I place the call." He questioned the accuracy of the legislation online but realised that this issue is being resolved.

2.4.4 New immigrants

The participants (two of whom were on temporary visitor permits) have been in New Zealand for a length of time ranging from four months to more than a decade. Those who have been in the country for a long time indicated they delayed learning English because they could rely on their husbands or children to find out what they wanted. For some, there is a strong desire to avoid contact with government, especially the police (an attitude possibly gained from experiences in the country from which they came). As a result, their contact with government, even through the Internet, is limited and relates to their daily lives.

All of them use computers but some of their use focuses on retaining contact with their old country and its language. Eight have made contact with government through the Internet. Most use of government web sites relates to seeking material to borrow from the city library. They have also used the homepages of the

• City council (for paying rates, and other matters about services)
• Ministry of Education (for school and general information)
• Land Transport Safety Authority (for obtaining a driver's license)
• New Zealand Immigration Service (for visas, passports, and information on the quota for family entering the country)

2.4.5 People in the business community (Auckland)

Two focus group interviews were conducted with people in the business community, one in Auckland and the other in Wellington. The Wellington meeting is reported below.

Use of government on the Internet by the Auckland group was "project-driven" and involved, for instance, the use of legislation and policy documents. Depending on the project, their use might be very frequent. As a general (crude) indicator, the use for some is monthly and the others less so. The participants believed their use is increasing. The web sites mentioned include

• Department of Conservation
• Food Standards Australia New Zealand
• Land Transport Safety Authority
• Ministry of Education
• Ministry of Tourism
• New Zealand Food Safety Authority
• Parliament
• Reserve Bank of New Zealand

They also viewed the web pages of Ministers and contacted different Ministers.

2.4.6 People in the business community (Wellington)

With one exception (a retired individual), the group was familiar with government on the Internet, and many had served as consultants to various departments; such consultancies might involve extensive use of the departmental web site. They also seek policy documents, recent reports, information related to funding opportunities, and other material from government web sites. They find online forms and software that helps them complete those forms in a timely manner.

A typical comment they made was, "It would take too long to list and discuss each government web site I have used." They believed that the list of subjects given on the questionnaire from which respondents could select did not well represent the sciences; however, they realised that the general public might have little knowledge about and use of these government entities. Another observation was that New Zealand universities might be considered as government and that there were numerous quasi-government agencies that should be considered. These comments, again, revealed that their knowledge about and use of government on the Internet far exceeded the knowledge and use that other people have and make. Reinforcing this observation is the fact that they used government on the Internet "every day." They maintained that their use of government web sites, which, like the members of the Auckland business community, is project driven, increased two years ago but has now flattened out. They tend to use the same sites repeatedly.

Viewing the above-mentioned list of government web sites as suggestive rather than comprehensive and as not reflecting their specific use or query, they highlighted a few of the web sites they consulted. The list includes:

• Department of Corrections
• Environmental Risk Management Authority
• Food Standards Australia New Zealand
• Foundation for Research Science & Technology
• Inland Revenue Department
• Land Transport Safety Authority
• Local and regional councils
• Ministry of Economic Development
• Ministry of Education
• Ministry of Justice
• Ministry of Research, Science & Technology
• National Library of New Zealand
• Parliament
• Statistics New Zealand

2.4.7 Residents of rural communities

Half of the group has searched government on the Internet for online forms, legislation, maps, tenancy information and landlord rights, but use ranges from infrequently to monthly. The government sites they remembered using include

• Department of Conservation
• Inland Revenue Department
• Ministry of Housing's Tenancy Services

The group had a good understanding of what government services are available through the Internet. One had filed her tax returns online. As she explained, "I did it because I was running late [the deadline was approaching]."

2.4.8 Senior citizens

This group only made occasional use of government on the Internet and that use centred on seeking tax information or forms—issues related to daily life rather than any specific interests, although some reported recreational use of the web for travel, recipes, radio programmes, and e-mail contact with family. Among the web sites they mentioned were:

• City Council
• Inland Revenue Department
• Land Transport Safety Authority
• Police
• Statistics New Zealand
• Work and Income New Zealand

2.4.9 Students

University students were some of the more frequent users of government on the Internet. Their use ranged from weekly to several times a year. They thought that finding something relevant on government web sites meant that in the future they would likely return to those sites. They distinguished between use for personal reasons and for course assignments. They were more likely to use government web sites for course work, and in those instances they were more persistent in their search. Weekly use might pertain to seeking information for course research such as conservation, policy and legislation. Their use for personal purposes might relate to obtaining a visa, renewing a driver's license, or seeking information about immigration or about a tax write-off for interest on a student loan. Some of their use was from overseas. One student remarked,

My partner just came over from Estonia so we were trying to find out the immigration stuff. The top level would be really simplistic and our case might be different and so you try to find definite information and then it might appear to be contradictory to what you just read. That's the good thing about the government ones I've found—like on the immigration one you can go to the guide menu—the actual people, the actual immigration officers—whether they should let this person through—but actually when we went to get there it was nothing like it was with the guide and the procedures.

Examples of government web sites they remember using included:

• Department of Conservation (for course research)
• Inland Revenue Department
• Land Transport Safety Authority
• New Zealand Immigration Service
• Regional and local councils
• Waitangi Tribunal
• Work and Income New Zealand

Regarding services, one student mentioned making a submission as part of a conservation public consultation process on the Waimangaroa Mine on the West Coast. Most had some experience of downloading and completing application forms for student loans and allowances from Work and Income New Zealand (WINZ), but commented that to complete the submission process, WINZ sent these forms by mail, for signature.

2.4.10 Working professionals

All of these participants use government on the Internet [One person stated on the questionnaire that he did not use government on the Internet. However, during the discussion, he realised his error. As others in the group noted, "you often don't pay attention to the web address and government has so many quasi-agencies that might or might not be government." Still, they asked if "such and such an agency was or was not part of government."] on a "sporadic" basis; by this, they meant between twice a month and six times per year. They might use the following sites

• Foundation for Research Science & Technology
• Inland Revenue Department
• Meteorological Service of New Zealand Limited
• Ministry of Economic Development
• Ministry of Education
• Ministry of Foreign Affairs and Trade
• Ministry of Research, Science & Technology
• National Library of New Zealand
• New Zealand Food Safety Authority
• Parliament
• Regional and local councils

The purpose of their use related to funding opportunities for research, finding policy documents, legislation (statutes), and maps; looking for speeches of Ministers and MPs; and seeking advisories about travel abroad and information about music collections and immigration.

As for services, they might have signed up to receive e-mail announcements from a government department or agency. Those announcements might alert them to new publications in areas of interest. They also download forms and one of them has filed her taxes online.

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