Annual E-Government Survey Shows Nearly Two Thirds Want Online Transactions

The public's willingness to deal with the government electronically has leapt as citizens come to appreciate the convenience of online access, according to MORI's research for KPMG Consulting's annual benchmark e-government survey. The survey reveals a fundamental change in the public's understanding of the potential of electronic channels, with twice as many people now wanting to carry out online transactions (renew a passport, for example) as those simply wanting to access public service information online.

In fact, nearly two in three people (62%) would now access at least one transactional (as opposed to information-only) service online, and more than seven in 10 (71%) have heard of at least one online public service portal.

KPMG Consulting's 2001 survey, E-Government For All, is a follow-up to the firm's e-government benchmark survey last year, which helped to inform the debate around, and shape the strategy for, the delivery of Britain's e-government programme.

However, this year's survey shows that there is still a long way to go. Despite clear indications of a growing enthusiasm for online public services, over half the population (51%) would still prefer to access these services via other channels such as one-stop-shops, libraries, post offices or the telephone.

A key challenge for the Government will therefore be to cater simultaneously for those with personal computers and those without. Technology should be used to create new means of access to public services, but these should complement, rather than replace, other means of access. Integrating these different channels will be crucial, so that all citizens can benefit from a smarter, more personalised, service.

The E-Government For All report makes a number of specific recommendations, including the following:

• the Government should develop an explicit 'channel strategy' to ensure coherence in the delivery of high-quality public services through multiple channels (conventional and electronic)
• priority should be given to developing online delivery of a few of the most requested and high-volume transactions, e.g. renewing car tax discs, or voting. This would ensure some quick wins and would be a further inducement to the public to experiment with online services
• local government should champion a network of modern, e-enabled one-stop-shops to meet the demand for human contact when dealing with government and also promote wider internet access

David Gardner, principal consultant with KPMG Consulting's public services team said: "It is encouraging that the recommendations we outlined in last year's survey have been, for the most part, implemented by the Government within the new e-government Strategy and Spending Review 2000."

"E-government is really taking off and much progress has been made. However, there are still some key issues that need to be addressed. In particular, it will be important to ensure that a balance is struck between traditional and digital means of access to public services."

Jeremy Anderson, CEO of KPMG Consulting, said "This survey indicates that substantial progress has already been made by the Government in e-enabling our public services (for example through UKonline). It is also clear that the public's appetite for dealing with the Government through digital channels is growing apace, and we need to maintain the momentum by accelerating the launch of potentially popular online transactions."

Download E-GOVERNMENT FOR ALL from the KPMG web site [pdf format - 649K]

Technical details

Key findings include:

• Internet access at home or work has risen to 44%. Home access is up from 29% in February 2000 to 38% in 2001.
• Nearly two thirds of people would like to access one or more transactions online.
• The main barriers to internet usage remain access and understanding.
• One-stop-shops are now the most popular channel for accessing public services (up from 9% to 20%) (although the focus of the question has changed since 2000, when we asked about information as opposed to services) - people like a local face to government.
• 40% will still prefer face-to-face channels (One Stop Shops, Libraries and Post Offices)and 10% the telephone in three years time.
• Two in five people have heard of NHS Direct and Learn Direct and seven in ten have heard of at least one public service portal (e.g. UK online).
• Voting and renewing car tax are the most popular potential online public transactions.

Technical details

The research was carried out by MORI e-government for KPMG Consulting between 15 and 20 February 2001 by interviews conducted face-to-face, in home, using CAPI (Computer Assisted Personal Interviewing). A representative sample of adults aged 16+ across Britain was used. In total 1,964 interviews were conducted. Results are weighed to reflect the national population profile. Where possible, comparisons are made with KPMG Consulting's e-government survey 2000, conducted by Gallup. Where figures do not sum to 100 per cent, this may be due to computer rounding, multiple codes or the exclusion of 'Don't Know'.

KPMG Consulting

KPMG Consulting is one of the world's leading e-business consultancies. In the UK, KPMG Consulting employs 2,000 people and had revenues to Sept 2000 of 163272 million. The firm combines leading-edge management thinking with the latest technologies to 'e-enable' its clients' businesses. KPMG Consulting's goal is to help its clients shape their own futures and to achieve sustainable competitive advantage in the networked economy.

Please note that this material is issued by KPMG Consulting. We would be grateful if the full 'KPMG Consulting' is used in any coverage.