Evidence-based support for the design and delivery of user-centred online public services.
Document 839
Population survey statistics
Population survey statistics
eGovernment Chart 11: Barriers to eGovernment: experienced after use
eUSER population survey 2005
Chart 11: Barriers to eGovernment: experienced after use
| | DE | FR | IT | DK | UK | IE | PL | HU | CZ | SI | Overall sample |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Did try but found online services leave you alone with problems or questions | 27.3 | 28.6 | 37.8 | 30.0 | 41.7 | 41.3 | 18.6 | 33.7 | 22.5 | 34.1 | 31.8 |
| Did try but found that online services cannot be adapted to your specific needs | 36.4 | 27.4 | 31.9 | 19.8 | 34.1 | 36.3 | 22.9 | 17.1 | 16.7 | 15.4 | 25.5 |
| Did try but found online services too complex to use | 22.9 | 15.4 | 19.4 | 21.6 | 15.3 | 23.5 | 12.1 | 11.6 | 11.4 | 13.2 | 17.2 |
Base: respondents who generally have a need to get in touch with government and would like to do more eGovernment
As Chart 11 above illustrates, once eGovernment is used, fewer users experience barriers or difficulties (between 17% and 32%) compared with the number of users who perceive barriers before use (between 25% and 58%), as shown in the previous Chart 10. The most important difficulty experienced after use appears to be that the user feels that there are significant problems or questions the online service cannot deal with. There are also concerns that the online service cannot cater for the user's own individual needs, whereas the least problematic but still important factor is that the online service is felt to be too complex to use.
Interestingly, the New Member States' users generally mention fewer problems once eGovernment services are used compared with those in the older Member States. Users in Ireland and the UK express the highest number of after use difficulties, despite the fact that these two countries have higher than average take-up of eGovernment even among the older Member States.
