Evidence-based support for the design and delivery of user-centred online public services.
Document 844
Population survey statistics
Population survey statistics
eGovernment Chart 16: Satisfaction with eGovernment by country
eUSER population survey 2005
Chart 16: Satisfaction with eGovernment by country
|
| DE | FR | IT | DK | UK | IE | PL | HU | CZ | SI | Sample mean |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Information on public web sites was up-to-date and accurate | 3.7 | 3.5 | 3.6 | 4.0 | 3.4 | 3.9 | 3.4 | 3.5 | 3.3 | 3.3 | 3.7 |
| I was able to completely do or get what I wanted from the electronic service | 3.6 | 3.7 | 3.1 | 4.0 | 3.3 | 3.5 | 3.0 | 3.5 | 3.9 | 3.6 | 3.6 |
| Public websites provided enough information about what to do in my specific situation | 3.4 | 3.3 | 3.1 | 3.8 | 3.5 | 3.4 | 3.2 | 3.4 | 3.5 | 3.5 | 3.5 |
| The online government services you used can take account of your personal circumstances | 3.3 | 3.4 | 2.4 | 3.8 | 3.1 | 2.9 | 3.0 | 2.9 | 3.0 | 3.3 | 3.3 |
| It is easy to see whether an email message has reached the right contact person in the government agency | 3.0 | 3.3 | 3.0 | 3.0 | 2.7 | 2.8 | 3.4 | 3.4 | 3.5 | 3.5 | 3.1 |
Scale: 1 (disagree completely)- 5 (agree completely).
Base: respondents who generally have a need to get in touch with government and would like to do more eGovernment
Base: respondents who generally have a need to get in touch with government and would like to do more eGovernment
As shown in Chart 16, overall satisfaction levels with eGovernment are very similar to overall satisfaction with government services generally (cf. Chart 3) with scores between 3.0 and 3.5, which indicates that adding online services to the government service portfolio does not change such perceptions. This can be interpreted both positively, i.e. that the early days of online services with all the attendant difficulties has been very successful, or negatively, i.e. that online services should be improving service quality and hence satisfaction. However, the relationship between service quality and user satisfaction is probably not a straightforward one.
Service fulfilment scores second highest after up-to-date and accurate information, but the least satisfactory is an aspect of transparency (easy to see whether an e-mail message has reached the right person). In terms of country differences, Denmark leads in terms of satisfaction as it also leads in terms of use of eGovernment services (cf. Chart 4), which could be due both to a combination of better designed services and/or more skilled users, and probably reflects the general level of development of the Information Society in that country. The UK shows the lowest satisfaction levels, and there appear to be no differences between the older and newer Member States.
