Accenture's fifth annual global e-government study

The citizens’ view
for delivering value. (The section “eGovernment
leaders are reaping tangible savings” on page 14
provides numerous examples of the value that
comes from take-up of transactional services.)
Not only can they free government resources to
concentrate on other higher-value activities that
may deliver more customer service impact, but they
can help streamline commonplace interactions for
the citizen as well. Interestingly, citizen satisfaction
with eGovernment is highest with the transactional
services; users are less positive about informationbased
services (see Figure 8). This point emphasizes
the usefulness and appeal of transactional services
and their importance in driving trial and usage.
Among the transactional services listed in our
survey, filing taxes was the service most likely to
have been used by citizens. Those that have filed
online generally have had a positive experience.
However, interest in this service among non-users
of eGovernment services was noticeably lower than
in more basic transactions, such as renewing drivers’
licenses. It may be a problem of lack of awareness
or unfamiliarity with the initial steps often needed
to enable online filing (such as setting up authentication).
This may be enough of a deterrent to
keep people using the paper-based methods they
already know.
Triggers and barriers
Not surprisingly, saving time and money are the
two greatest personal perceived benefits from
eGovernment. In almost every country at least 75
percent of the respondents agreed that they would
make greater use of eGovernment if it saved them
time. Similarly, at least 70 percent of the respondents
agreed that they would use eGovernment if it saved
Figure 8: Aggregate satisfaction with eGovernment services
% Use
Look for tourist information
68%
Look for health information
33%
File taxes
22%
Apply for government jobs
Determine eligibility for government benefits
22%
12%
Change address
Obtain birth certificate/marriage license
7%
7%
Apply for unemployment benefits
Report minor crime
Renew driver's license
Apply for passport
Cast vote remotely
6%
4%
3%
3%
3%
0 20 40 60 80 100
Percentage of all Internet users who have ever used each service in each country
Very satisfied
Fairly satisfied
Neither
Fairly dissatisfied
Very dissatisfied
Don't know
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