Evidence-based support for the design and delivery of user-centred online public services.
Document 843
Population survey statistics
Population survey statistics
eGovernment Chart 15: Barriers to eGovernment by labour force status: experienced after use
eUSER population survey 2005
Chart 15: Barriers to eGovernment by labour force status: experienced after use
| Active | Unemployed (18-64) | Early retired. permanent invalidity (18-64) | Other not working (18-64) | Retired or not working (65+) | Overall sample | |
|---|---|---|---|---|---|---|
| Tried but online services leave you alone with problems or questions | 34.5 | 37.9 | 36.2 | 33.1 | 44.6 | 34.8 |
| Tried but online services cannot be adapted to your specific needs | 28.0 | 31.3 | 23.8 | 27.5 | 42.0 | 28.3 |
| Tried but online services too complex to use | 17.5 | 20.8 | 22.8 | 19.4 | 32.7 | 18.8 |
Base: respondents who generally have a need to get in touch with government and would like to do more eGovernment
Charts 15 and the previous Chart 15 show that barriers to using eGovernment are determined to some extent by the employment situation of the user. The actively employed generally report the fewest barriers, both perceived before use and experienced after use. The only exceptions being that the actively employed are more likely to report that the relevant online service does not exist to their knowledge, and that unemployed report the lowest barriers in relation to supplying personal information online and the effort needed to find the relevant on-line service. The latter is perhaps because the unemployed need to supply personal data anyway in order to qualify for unemployment benefit, and because they have more time and perhaps greater incentive to use services. On the other hand the unemployed are more likely to say they need face-to-face contact and that they do not have the technical means compared to other groups, although the retired and not working users over 65 years also perceive these issues as very high barriers.
