Accenture's fifth annual global e-government study

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The citizens’ view Current usage We found that eGovernment usage in general is concentrated at both ends of the Internet penetration spectrum. We attribute this to the fact that in high-penetration countries, such as the United States and Australia, people have experience with the Internet and have explored its potential for many uses. In lower penetration countries, such as France, Italy and Spain, the high enthusiasm of the early adopters also may lead them to explore. In contrast, some medium penetration countries, such as the United Kingdom, Ireland and Belgium, have the lowest usage rates of eGovernment services, suggesting the need for exposure to, and actual experience with, eGovernment to drive take-up. Germany’s Internet users were the least likely to have ever used eGovernment. Fewer than half of the country’s regular Internet users have ever used any eGovernment service at all. Figure 6 (below) presents a matrix that shows the state of eGovernment usage in the 12 countries surveyed. The four categories of usage are: • Formative: Below average Internet penetration and eGovernment use. • Niche: Below average Internet penetration and high levels of eGovernment use. • Stalled: Above average Internet penetration and below average eGovernment use. • Mass: Above average Internet penetration and high levels of eGovernment use. With the exception of Spain, Internet users’ preferred channel of interaction with the government in all countries is indeed the Internet (even though a sizable minority still prefers in-person service). This trend was especially true in France and Italy. Again, this finding may reflect the enthusiasm for “all things Internet” among the early Internet adopters in these countries. Countries with lower levels of Figure 6: The state of eGovernment usage (countries are positioned relative to average Internet penetration and average eGovernment use) eGovernment use percentage 100 Niche Mass Low 90 80 70 60 Spain • France • Italy • Belgium • Singapore • United Kingdom • • Ireland Australia • Canada • United States • Sweden • Internet penetration High 50 Germany • 40 Formative Stalled 0 10 20 30 40 50 60 70 80 90 100 24
preference for Internet contact, such as Ireland and Sweden, may have additional challenges in encouraging online contact and changing people’s personal preferences. Sweden’s high Internet penetration rate indicates that the eGovernment take-up challenges are not related to barriers of access. The country’s disparate eGovernment offerings may have clouded the picture of eGovernment’s benefits for citizens. Ireland has a relatively Internet-savvy population and many sophisticated online services. Its low takeup points to a real need for increased marketing. Those citizens who use eGovernment overwhelmingly do so for informational purposes (see Figure 7). Transactional use is higher in high-penetration countries but it is still quite low in comparison to informational use. The relatively low use of transactional services may indicate a number of eGovernment problems—that governments are not picking the right services to put online, that the services are not easier or quicker to use or that the government is not adequately promoting the benefits of the services. Transactional services (as opposed to informational ones), with their potential for handling high-volume and high-cost interactions, hold the greatest potential Figure 7: Purpose of visiting a government agency website Australia Belgium Canada France Germany Ireland Italy Singapore Spain Sweden United Kingdom United States Internet penetration High Medium Low 0 20 40 60 80 100 Percentage of all users who have ever used a government website Usually to find information Usually to conduct a transaction Both equally Don't know 25
Page 1 and 2: The Government Executive Series eGo
Page 3 and 4: Table of contents Foreword.........
Page 5 and 6: Executive summary This is the fifth
Page 7 and 8: These challenges will have to be ma
Page 9 and 10: For the fourth year in a row, the t
Page 11 and 12: Kingdom and the Netherlands share n
Page 13 and 14: The countries in the mid-range of m
Page 15 and 16: eGovernment for service transformat
Page 17 and 18: eports that electronic filing of re
Page 19 and 20: e-services; advertisements on radio
Page 21 and 22: Building integration from decentral
Page 23 and 24: out with the same level of technica
Page 25: The citizens’ view Most of govern
Page 29: them money. (As detailed in the “
Page 32 and 33: The citizens’ view However, conce
Page 34 and 35: The citizens’ view Overall, users
Page 36 and 37: The citizens’ view Future priorit
Page 39 and 40: Driving value through eGovernment A
Page 41 and 42: The Accenture Public Sector Value M
Page 44 and 45: Innovative practices in eGovernment
Page 58: Innovative practices in eGovernment
Page 61: Accenture believes that service tra
Page 64 and 65: Australia 2004 Rank: 4 (joint) 2003
Page 66 and 67: Belgium 2004 Rank: 11 (joint) 2003
Page 68 and 69: Brazil 2004 Rank: 21 2003 Rank: 21
Page 70 and 71: Canada 2004 Rank: 1 2003 Rank: 1 20
Page 72 and 73: Denmark 2004 Rank: 4 (joint) 2003 R
Page 74 and 75: Finland 2004 Rank: 4 (joint) 2003 R
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France 2004 Rank: 8 2003 Rank: 12 2
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Germany 2004: 14 2003 Rank: 10 2002
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Ireland 2004 Rank: 11 (joint) 2003
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Italy 2004 Rank: 18 2003 Rank: 17 2
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Japan 2004 Rank: 11 (joint) 2003 Ra
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Malaysia 2004 Rank: 17 2003 Rank: 1
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Mexico 2004 Rank: 19 2003 Rank: 19
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The Netherlands 2004 Rank: 9 (joint
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Norway 2004 Rank: 15 (joint) 2003 R
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Portugal 2004 Rank: 20 2003 Rank: 2
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Singapore 2004 Rank: 2 (joint) 2003
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South Africa 2004 Rank: 22 2003 Ran
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Spain 2004 Rank: 15 (joint) 2003 Ra
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Sweden 2004 Rank: 4 (joint) 2003 Ra
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The United Kingdom 2004 Rank: 9 (jo
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The United States 2004 Rank: 2 (joi
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Appendix—research methodologies Q
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Appendix—research methodologies O
Page 112:
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Accenture's fifth annual global e-government study

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