The survey of over 1,200 citizens in the US and Canada found that most want basic information and services from their local government websites. Specifically, 82% had used such sites in the last year most commonly to access newsletters, calendars or meeting minutes. Citizens expressed interest in submitting forms (81.5%), paying fees (71.6%) like permits and utilities, and following via social media like Facebook (57.5%). The survey aimed to understand citizen needs to help governments better engage digitally.

1. Findings of the 2012 CivicPlus
Digital Citizen Engagement
Survey

2. Over the course of six weeks, CivicPlus
surveyed more than 1,200 Internet-using
citizens across the United States and Canada.
CivicPlus’ Digital Citizen Survey asked citizens
about the functionality of their local government
website as well as the types of functionality they
would like to see offered.

3. OUTLINE
I. Trends in Digital Government
II. What Citizens Want
III. Key Survey Objectives
IV. Survey Results
V. Questions

4. 82% of internet users
looked for information or
completed a transaction on
a government website
within the last 12 months

5. TRENDS IN DIGITAL GOVERNMENT
Until now, “innovative” and “cutting-edge”
were not words that were used to describe
government
Notorious for being behind the times,
government spent the last five years playing
catch up

6. WHAT CITIZENS WANT
Today, government has begun revolutionizing
how citizens and government interact
But before this revolution can happen,
government must first answer one critical
question:
What do citizens want?

7. What information, tools and
services do citizens want to see on
government websites?

8. WHAT CITIZENS WANT
To find out, we went straight to the source:
CITIZENS
In the 2012 Digital Citizen Engagement
Survey, we asked 1,269 citizens what they
want and expect from digital government

9. KEY SURVEY OBJECTIVES
Assess the current state of digital interaction
between citizens and governments
Gauge interest and assess the likelihood of
citizens to use a government website for
online government transactions and
interaction
Translation: Find out what they
want!

10. Here are just a few of the
things we found out…

11. Top 3 Reasons Citizens Visit
Government Websites
800
700
600
500
400
300
200
100
0
Read newsletters or announcements
View community calendar
Access minutes or agendas

12. 81.5% of citizens
would likely fill out and
submit forms
71.6% of citizens
would likely pay for
community services

13. If made available, what items would citizens
most likely use a government website to
pay for?
Registration Fees 61%
Permits 58%
Utility Bills 53%
Tickets or Fines 48%
Information Requests 44%

14. If made available, what social media platforms
would citizens most likely use to follow
government?
Facebook
57.5%
Google+
16.1%
Twitter
14.7%

15. What functionality would citizens most likely
use, if offered on a Government website?
Submit requests or concerns 47%
Pay bills or fees 46%
Register for events 42%
Apply for licenses or permits 41%
Provide input on municipal… 40%
Reserve facilities 30%
Pay parking tickets or fines 27%
Browse business listings 26%
Search for municipal jobs 23%
Read blogs 22%
View streaming meetings 24%
View recorded meetings 23%
Download mobile apps 16%

16. So, do you have what your
citizens want?
Go to
www.digitalcommunityengagement.com
and take the 6 Stages of Digital
Community Engagement Assessment to
find out!

17. QUESTIONS?
Michael Ashford, CivicPlus
Director of Marketing
ashford@civicplus.com
@AshfordCP