Accenture's fifth annual global e-government study

The citizens’ view
Overall, users think eGovernment makes it easier
to stay informed. Not as many agree that it makes
transactions easier, but this is at least partially due
to current experience levels (see Figures 12a and
12b). Fewer people have used transactional services
than informational ones and thus, transactional
services are likely to be rated lower. (Interestingly,
as Figure 8 shows, satisfaction with eGovernment
is higher among users who have used it for transactional
purposes than among those who have
used it for information alone.)
The point here is that exposure to eGovernment is
very important. Governments have a job to do in
educating citizens about their offerings. As an
example, when asked to rate the development of
eGovernment in their country, four in 10 Germans
did not feel qualified to discuss how good a job
their government is doing.
Increasing understanding (and then take-up) of
eGovernment services will result from governments
aggressively promoting them. Many governments
will have to invest more strongly in building marketing
competency than they have in the past.
Figure 12a: Comparison of attitudes toward eGovernment’s effectiveness for informational and
transactional purposes
Australia
Does eGovernment make it easier to stay informed
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 who have ever used eGovernment services in each country
Yes
No
Don't know
32