Great Expectations

1
Great Expectations

• Supply and Demand in the Economy of E-government
• Laura Sommer, Senior AdvisorE-government Unit,
  State Services Commission

2
Introduction

• GO2002 global benchmarking study
• highlight peoples trust and expectations in
  online government

3
Government Online Survey

• global benchmarking study by Taylor Nelson Sofres
• Government online and citizen uptake
• 31 countries surveyed in 2002
• sampled 1000 NZ citizens
• surveys continuing GO2003

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Demographics
5
Demographics (contd)

• higher use in Auckland and Wellington
• usage increases with income
• usage by households with lt30,000/year increasing
• usage increases with education level

6
Survey Findings

• use of Government online
• Information seekers
• Downloaders
• Providers
• Transactors
• Consulters
• 71 used Internet in previous month
• 40 had used e-government services

7
Safety

• safety providing personal information over the
  Internet
• 31 consider it safe to use the Internet
• perceptions also stronger among younger NZers
• Wellingtons Internet users more likely to feel
  safe than others
• perceptions increase with income/education levels

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What is Trust?

• online relationship is about citizens
  experience, not just technology

Prove you are trustworthy
Stages of Trust
Prove you are reliable
Prove you are credible
10
E-government

• changes how government works
• focuses on people
• enhances service delivery
• provides value
• affects all government organisations

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To do this requires

• Convenience and SatisfactionServices provided
  anytime, anyhow, anywhere
• Integration and Efficiency Services that are
  integrated,customer-centric and efficient
• Participation Participation in government

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E-government initiatives

• Ready Access 2004
• Delivery 2007
• Transformation 2010
• Participation
• Information (NZ Portal)
• Web Guidelines (access to information)
• Authentication (security privacy)
• and many more .

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Conclusions

• Difficult to determine uptake until trust is
  established and improved
• People will gain trust through positive
  experiences
• Consider opportunities to create expectations
• Use information on citizens views to inform
  e-government developments
• GO2003 survey to be published in Dec 2003