“on demand” citizens: e-government at high speed
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“On Demand” Citizens: e-government at high speed. John B. Horrigan, Ph.D. Director of Research Pew Internet & American Life Project May 25, 2005 Presentation to FedWeb Spring 2005. Presentation Outline. Trends in internet adoption & use Findings from our e-gov study of last year - PowerPoint PPT PresentationTRANSCRIPT
““On Demand” On Demand” Citizens:Citizens: e-government at high speed
John B. Horrigan, Ph.D.Director of Research
Pew Internet & American Life ProjectMay 25, 2005Presentation to
FedWeb Spring 2005FedWeb Spring 2005
Presentation OutlinePresentation Outline
Trends in internet adoption & use Findings from our e-gov study of last
year What it adds up to The future
Home media capacity - 1975Home media capacity - 1975
Product Route to home Display Local storage
TV stations phone TV Cassette/ 8-track
broadcast TV radio broadcast radio stereo Vinyl album
Local news mail
Advertising newspaper delivery phone
Radio Stations
Tom Wolzein, Sanford C. Bernstein & Co
Home media capacity – nowHome media capacity – now
Product Route to home Display Local storage cable VCR
TV stations phone/DSL TVInfo wireless radio DVD“Daily me” broadcast TV PC Web-based
storage content Server/ TiVo (PVR)Cable Nets broadcast radio stereo PCWeb sites satellite monitorLocal news mail headphones CD/CD-ROMContent from express delivery pager individuals iPod / storage MP3 player /
iPodPeer-to-peer subcarriers / WIFI cell phone pagers - PDAsAdvertising newspaper delivery phone cable boxRadio stations PDA/Palm game console
game console Satellite radio non-electronic Storage
sticks/disks Tom Wolzein, Sanford C. Bernstein & Co
Time & money spent on mediaTime & money spent on media: TV, radio, music, daily paper, books, mags, home video, movies, internet
$365
$641
$0
$100
$200
$300
$400
$500
$600
$700
Yearlyexpenditure
19902000
32% (real) increase in media & information spending
6% increase in time spent on media/informationSource: Statistical Abstract of the United States
Percent of adult Americans with internet access, 2000-2005
35%
40%
45%
50%
55%
60%
65%
70%
Jun-
00
Oct-00
Feb-0
1
Jun-
01
Oct-01
Feb-0
2
Jun-
02
Oct-02
Feb-0
3
Jun-
03
Oct-03
Feb-0
4
Jun-
04
Oct-04
Feb-0
5
Broadband at home, 2000-2004
0
10
20
30
40
50
60Jun-0
0
Sep-0
0
Dec-0
0
Mar-
01
Jun-0
1
Sep-0
1
Dec-0
1
Mar-
02
Jun-0
2
Sep-0
2
Dec-0
2
Mar-
03
Jun-0
3
Sep-0
3
Dec-0
3
Mar-
04
Jun-0
4
Sep-0
4
Dec-0
4
Millio
ns o
f A
meri
can
s
Time spent onlineTime spent online(number of minutes online, typical day – by age: Jan. ‘05)
70
52
99
69
30
40
50
60
70
80
90
100
110
all internet users home broadbandusers
under age 30over age 50
Where does the time come from?Where does the time come from? (Self-reported estimates, broadband users only, January 2002)
Activity Increase Decrease No change
Watch TV 1% 37% 62%
Shop in stores 1 31 67
Work at home 25 3 71
Read paper 5 18 77
Work at office 3 10 84
Commute 1 13 86
Family time 5 8 87
Friends’ time 5 3 92
Social events 3 3 94
Elite “on demand” internet usersElite “on demand” internet users
Information empowers, reduces uncertainties Health care Civic/political engagement Consumer research
Internet helps foster social capital Creativity
Create own content Recombine other Web content
Upshot – rising expectations among tech elite about internet’s effectiveness
Trends in general e-Gov useTrends in general e-Gov use (% of internet users who have gone to federal, state, or local Web sites)
4753
5666
0
10
20
30
40
50
60
70
2000 2001 2002 2003
Nature of e-gov experienceNature of e-gov experience
Most (80%) find what they are looking for at government Web sites (2002)
Lots of basic information searching. o Tourist/recreational informationo Researcho Get formso Service inquiryo Policy issues
Rising expectations (2002): 65% of all Americans expect government info to be on
the Web 39% of all Americans will turn to the Net first for next
government contact.o 37% of all Americans will turn to phone
Online surfing for government Online surfing for government information in 2003information in 2003: 77% of online users did at least one of following
66% look for general information from federal, state, or local sites
27% have sent emails to government 28% have gotten advice about a health or
safety issue from a government agency 34% get recreational/tourist information 41% research official documents/statistics 23% get information about or apply for benefits 30% have used the Internet to try to change a
government policy or affect a vote on a law
Contacting government:Contacting government:How does the internet’s fit in?How does the internet’s fit in?July 2003 RDD survey of 2,925 adult Americans
What share of people contact government?
By what means do they contact government?
What do they contact government for? Are they successful? Satisfied? What are people’s preferred method of
contact?
Contacting Contacting GovernmentGovernment
54% of all Americans contacted the government in year prior to survey 72% of Internet users contacted government 23% of non-Internet users contacted
government 63% of all Americans were Internet users in
July 2003 survey 54% figure excludes those whose last
contact with government was mailing taxes
We call them Government Patrons
What people did the last time What people did the last time they contacted government … *they contacted government … *
Carry out a transaction 30% Get information about specific
question 25% Express an opinion 19% Get help solving a problem 11% Other 7%
* Based on contact within past year not related to mailing in a tax return, n=1,657, July 2003 survey
Means of Contact – Means of Contact – Government PatronsGovernment Patrons
Method of contact last time … 42% phone 29% Web site 20% in person 18% email 17% letter
People use multiple channels – 22% do
Preferred means of contact … 40% phone 24% Web site 13% in person 11% email 10% letter
People switch along way – 23% do
Preferred Means of Contact, Preferred Means of Contact, level of government level of government (Government Patrons)(Government Patrons)
State Federal Local
Telephone 39% 38% 43%
Web site 24 31 18
In-person 12 9 22
Email 14 12 7
Letter 11 9 8
Important caseImportant case: 14% of population with disabilities
They are less likely to be online 40% are internet users
Less likely to contact government 48% have
Less likely to be successful in last interaction with government 52% report success
Very likely to prefer non-cyber means to contact government 44% prefer telephone contact 21% prefer in-person 16% prefer writing a letter
Preferred means of Preferred means of contact – contact – by reason for contact – Government Patrons
Complex/urgent
Solve a problem
Transaction Get information
Telephone 46% 47% 40% 41%
Web 14 17 30 33
In person 16 15 15 10
Email 10 9 6 10
Letter 11 9 7 4
Preferred Means of Contact Preferred Means of Contact by Issue Area (1) – all respondentsby Issue Area (1) – all respondents
Over the Phone
On the Internet
Some other way
Personal Tax Issue
51% 17% 26%
Auto License or Permit
16 22 54
Express Opinion
28 27 38
Government Benefits
28 39 24
Preferred Means of Contact Preferred Means of Contact by Issue Area (2) – all respondentsby Issue Area (2) – all respondents
Over the Phone
On the Internet
Some other way
Research (school or work)
18% 57% 16%
Programs agencies offer
23 53 17
Recreational licenses
17 26 45
Recreational or tourism activities
26 49 18
Pace & patterns of usePace & patterns of use
It’s an occasional thing Two-thirds of Government Patrons contact gov LESS
OFTEN than every few months It’s personal
71% for personal business – 72% from home It’s multi-modal
23% used multiple channels It’s search-engine driven…. Marketing could stand
some help 37% used search engines Only 38% know about 800 numbers and Web sites (Even in phone calls – 27% called the operator or
used phone book) It’s interactive
67% want a response to emails
Success & SatisfactionSuccess & Satisfaction
76% of all who contacted government were “very” or “somewhat” satisfied with experience
63% were successful in accomplishing what they wanted 65% of Internet users were successful 53% of non-Internet users were successful
46% said contact took about the amount of time they expected
28% said it took more time than expected 24% said it took less time than expected
Success and Satisfaction Success and Satisfaction by Type of Contactby Type of Contact
Type of Contact Last contact Successful
Satisfied with last contact
Last contact was transaction
82% 86%
Last contact for information
65 78
Last contact to express opinion
36 64
Last contact to solve problem
52 68
Contact for personal reasons
63 76
Contact for business reasons
64 79
Success and Satisfaction: Success and Satisfaction: by educationby education
Educational Level
Last contact Successful
Satisfied with last contact
Less than high school
48% 66%
High school graduate
60 76
Some college 63 80
College graduate 68 80
Problems – phone contactProblems – phone contact (% ‘yes’)
Not enough time 36%
Can’t find right person 35
On hold too long 31
Getting transferred too much 30
Call not returned 24
Don’t know where to call 21
Can’t call during business hours
18
Problems – Web contactProblems – Web contact (% ‘yes’)
Web site doesn’t have information needed
33%
Web site difficult to navigate
20
Had difficulty figuring out which site to go to
18
Site had bad/outdated links
16
Had problem downloading forms or instructions
13
Some Puzzles …Some Puzzles …
What is behind Internet users contacting government more often than non-users?
What is behind Internet users reporting higher success rates with their interactions with government?
Could be Internet users possess certain characteristics that increase likelihood of contact or probability of success
Answers: Contact
Internet seems to increase likelihood that people contact government … Controlling for lots of demographic,
socio-economic, and attitudinal factors Two effects:
Net users are inherently more likely to contact government
The Internet encourages additional contact
Answers: Success
Being an Internet user, in itself, isn’t associated with successful outcomes with government
Preferred channels of contact matters: Those who prefer the phone or the Internet are more
likely to be successful Those who prefer to write letters or show up in
person are less likely to be successful Where do preferences for the Internet come from?
Those who have high levels of education, lots of experience with the Internet
Efficiency benefits of internet use to contact government
Perceptions on e-gov’s impactPerceptions on e-gov’s impact … …
How much, if at all, has the Internet improved the way you interact with government?
A lot Some A little
Not at all
Federal 27% 23% 16% 27%
State 25 24 19 26
Local 18 20 18 37
Upshot …Upshot …
Internet is a new channel to contact government People use it & like it It is additive
Internet can help with outcomes in government contact but . . .
It helps people who already can help themselves
What people want & need from e-govWhat people want & need from e-gov
Multiple channels still important – even for Internet users… People use multiple channels in an interaction
with government & switch along the way Offline channels important to sub-
groups… One-third of America not online People with disabilities
“Real time” interaction still preferred for urgent or complex problems.
FutureFuture
Broadband Has risen from 32% to 50% of home
internet users since our 2003 study Voice over Internet Protocol
Very low consumer adoption now but promises to deliver real-time online help to customers
Service delivery for “on demand” Service delivery for “on demand” citizenscitizens
Users want to be able to toggle to interactive help in real-time
Study complementarities Do some channels work better in
conjunction with others? Integrate traditional channels into
Web & email
Reach me…Reach me…
John B. [email protected] L Street, NW, Suite 700Washington, DCwww.pewinternet.org