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Trends in online government  Findings from Pew Internet Project research Digital Government Institute Conference December ...
Who we are <ul><li>Funded by the Pew Charitable Trusts </li></ul><ul><li>Part of the Pew Research Center, a non-partisan “...
Eight in ten internet users visited a gov’t website in the preceding 12 months 10/8/2010 % of internet users who did follo...
True “self service” users are few and far between 10/8/2010 <ul><li>Contacts w/ state/federal/local government in precedin...
Preferred mode of contact for problem, question or task involving government 10/8/2010 <ul><li>Among internet users: </li>...
Quick hits: other findings of interest <ul><li>Government is  data-driven </li></ul><ul><ul><li>40% of online Americans ha...
Thanks! <ul><li>name: Aaron Smith </li></ul><ul><li>title: Senior Research Specialist </li></ul><ul><li>email:  [email_add...
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Trends in Online Government

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Senior Research Specialist Aaron Smith discussed the Pew Internet Project’s findings related to e-government at the Digital Government Institute's 9th Annual Government Customer Service Conference.

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Transcript of "Trends in Online Government"

  1. 1. Trends in online government Findings from Pew Internet Project research Digital Government Institute Conference December 2, 2010
  2. 2. Who we are <ul><li>Funded by the Pew Charitable Trusts </li></ul><ul><li>Part of the Pew Research Center, a non-partisan “fact tank” in Washington, DC </li></ul><ul><li>Provide high quality, objective data to thought leaders and policy makers </li></ul><ul><ul><li>Do not promote specific technologies or make policy recommendations </li></ul></ul><ul><li>Research is based on nationally representative telephone surveys of adults 18+, drawn from dual-frame (landline + cell) samples </li></ul><ul><li>Today’s findings based on survey of 2,258 adults conducted December 2009, and featured in our April 2010 report, “Government Online” </li></ul>10/8/2010
  3. 3. Eight in ten internet users visited a gov’t website in the preceding 12 months 10/8/2010 % of internet users who did following in last 12 months: Look for info about a public policy or issue 48% Look up what services a gov’t agency provides 46% Download gov’t forms 41% Research official documents or statistics 35% Renew a driver’s license or auto registration 33% Get recreational or tourist info 30% Get advice/info about a health or safety issue 25% Apply for gov’t benefits 23% Apply for a gov’t job 19% Pay a fine 15% Apply for a recreational license 11%
  4. 4. True “self service” users are few and far between 10/8/2010 <ul><li>Contacts w/ state/federal/local government in preceding 12 months: </li></ul><ul><ul><li>29% telephone </li></ul></ul><ul><ul><li>24% in-person visit </li></ul></ul><ul><ul><li>17% letter </li></ul></ul><ul><li>Among those with some government contact: </li></ul><ul><ul><li>48% online and offline </li></ul></ul><ul><ul><li>38% online only </li></ul></ul><ul><ul><li>14% offline only </li></ul></ul>
  5. 5. Preferred mode of contact for problem, question or task involving government 10/8/2010 <ul><li>Among internet users: </li></ul><ul><ul><li>37% prefer online </li></ul></ul><ul><ul><li>33% prefer telephone </li></ul></ul><ul><li>Among broadband users: </li></ul><ul><ul><li>39% prefer online </li></ul></ul><ul><ul><li>32% prefer phone </li></ul></ul><ul><li>Desirability of phone/in-person contact increases with urgency and severity of issue </li></ul>
  6. 6. Quick hits: other findings of interest <ul><li>Government is data-driven </li></ul><ul><ul><li>40% of online Americans have gone online for data about government </li></ul></ul><ul><li>Citizen interactions are moving beyond the website </li></ul><ul><ul><li>31% of online adults use tools such as blogs, social networking sites, email, online video or text messaging to get government info </li></ul></ul><ul><li>Government is becoming participatory </li></ul><ul><ul><li>23% of online adults participate in the online debate around government issues (although much of this discussion occurs outside of “official” government channels) </li></ul></ul>10/8/2010
  7. 7. Thanks! <ul><li>name: Aaron Smith </li></ul><ul><li>title: Senior Research Specialist </li></ul><ul><li>email: [email_address] </li></ul><ul><li>web: www.pewinternet.org </li></ul><ul><li>twitter: @aaron_w_smith, @pew_internet </li></ul>10/8/2010
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