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Trends in online government Findings from Pew Internet Project research
Digital Government Institute ConferenceDecember 2, 2010
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Title of presentation
Who we are• Funded by the Pew Charitable Trusts
• Part of the Pew Research Center, a non-partisan “fact tank” in Washington, DC
• Provide high quality, objective data to thought leaders and policy makers– Do not promote specific technologies or make policy recommendations
• Research is based on nationally representative telephone surveys of adults 18+, drawn from dual-frame (landline + cell) samples
• Today’s findings based on survey of 2,258 adults conducted December 2009, and featured in our April 2010 report, “Government Online”
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Title of presentation
Eight in ten internet users visited a gov’t website in the preceding 12 months
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% of internet users who did following in last 12 months:
Look for info about a public policy or issue
48%
Look up what services a gov’t agency provides
46%
Download gov’t forms 41%
Research official documents or statistics
35%
Renew a driver’s license or auto registration
33%
Get recreational or tourist info 30%
Get advice/info about a health or safety issue
25%
Apply for gov’t benefits 23%
Apply for a gov’t job 19%
Pay a fine 15%
Apply for a recreational license 11%
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Title of presentation
True “self service” users are few and far between
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Contacts w/ state/federal/local government in preceding 12 months:
• 29% telephone• 24% in-person visit• 17% letter
Among those with some government contact:
• 48% online and offline• 38% online only• 14% offline only
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Title of presentation
Preferred mode of contact for problem, question or task involving government
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Among internet users:• 37% prefer online• 33% prefer telephone
Among broadband users:• 39% prefer online• 32% prefer phone
Desirability of phone/in-person contact increases with urgency and severity of issue
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Title of presentation
Quick hits: other findings of interest• Government is data-driven
– 40% of online Americans have gone online for data about government
• Citizen interactions are moving beyond the website– 31% of online adults use tools such as blogs, social networking sites, email, online
video or text messaging to get government info
• Government is becoming participatory– 23% of online adults participate in the online debate around government issues
(although much of this discussion occurs outside of “official” government channels)
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Title of presentation
Thanks!
name: Aaron Smith
title: Senior Research Specialist
email: [email protected]
web: www.pewinternet.org
twitter: @aaron_w_smith, @pew_internet
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