KPMG Consulting e-Government Survey 2002
A full report of the KPMG 2002 e-government survey is available in PDF format. If you would like a copy, please email Andrew Collinge
- MORI interviewed a nationally representative quota sample of 2,028 adults aged 16+ across 189 sampling points in Great Britain.
- Interviews were carried out face-to-face, in home.
- Data were weighted to match known population profile.
- All interviews were conducted between 21st-26th February 2002.
- 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'.
- Base sizes apply to the 2002 Survey where specified.
- * represents a figure of greater than zero but less than 0.5%.
- Where applicable, comparable results are shown for the 2001 KPMG e-government survey.
Q1 Do you currently have access to the internet at a) home b) work? Base: All respondents (2,028)
| 2002 | 2001 | |
|---|---|---|
| % | % | |
| Yes, at home | 44 | 38 |
| Yes, at work | 24 | 22 |
| No access either at home or at work | 49 | n/a |
| Don't know/no answer | 1 | n/a |
Q2 Which, if any, of these are reasons why you do not use the internet? Base: All respondents who do not have access to the internet at home or work (1,151)
| 2002 | 2001 | |
|---|---|---|
| % | % | |
| I don't have a computer | 60 | 54 |
| I don't understand the internet | 25 | 22 |
| It doesn't provide any services I'm interested in | 13 | 10 |
| It is for younger people | 7 | 11 |
| It is not secure or safe | 2 | 7 |
| It is too expensive | 13 | 18 |
| It is too hard to find useful information | 2 | 4 |
| It is too slow | 1 | 2 |
| There isn't anywhere where I can easily access the internet | 7 | 3 |
| Other | 10 | n/a |
| None of these | 8 | 14 |
| Don't know | 1 | 3 |
Q3 Do you think you will have access to the internet (either at home or at work) in the next three years? Base: All respondents who do not have access to the internet at home or work (1,151)
| 2002 | 2001 | |
|---|---|---|
| % | % | |
| Yes, at home | 26 | 26 |
| Yes, at work | 3 | |
| No access either at home or at work | 65 | 64 |
| Don't know/no answer | 8 | 10 |
Q4 In three years time, which ONE of these would you prefer to use for government or local council services?
Q5 And have you contacted your local council, a government department or agency (for example the Employment Service or Passport Agency) or any other public service by any of these methods in the last 12 months? Base: All respondents (2,028)
| Q4 | Q5 | ||
|---|---|---|---|
| Would prefer to use in 3 years (2002) | Have used in the last 12 months (2002) | Would prefer to use in 3 years (2001) | |
| % | % | % | |
| Call centre (by telephone) | 30 | 29 | 11 |
| Digital TV | 4 | 1 | 5 |
| Local Library | 3 | 3 | 9 |
| Local one-stop shop or neighbourhood office that you visit in person | 15 | 8 | 20 |
| Mobile phone with WAP-internet access | 1 | 1 | 1 |
| Post | 5 | 13 | 8 |
| Post Office | 10 | 6 | 11 |
| The internet (via email or through a web site on a PC) | 19 | 6 | 18 |
| Kiosk in a public place | 2 | * | n/a |
| Other | 2 | 4 | 2 |
| None of these | 4 | 46 | 10 |
| Don't Know | 5 | 2 | 4 |
| All via interactive technology | 26 | 7 |
Q6 Which of these activities, if any, would you be prepared to do electronically (for example via the internet, through digital TV, or at an electronic kiosk in a public place), if it were available? Base: All respondents (2,028)
| % | |
|---|---|
| Apply for/renew a passport | 37 |
| Book an appointment with your GP | 37 |
| Do your income tax return | 21 |
| Find out about benefits (e.g. housing benefit or pension) | 30 |
| Get health information via NHS Direct | 37 |
| Look up information on schools | 32 |
| Notify your council of a fault (e.g. street light, bins etc) | 35 |
| Pay your Council Tax | 30 |
| Renew your TV licence | 34 |
| Set up a direct debit for your TV licence | 24 |
| Renew your car tax | 36 |
| Apply for or amend your driving licence | 28 |
| Book your driving test | 21 |
| Vote in a local council or general election | 38 |
| Any information activity | 48 |
| Any application/notification activity | 57 |
| Any interaction activity | 49 |
| 1 or more activities | 64 |
| 6 or more activities | 35 |
| Other | 1 |
| None of these | 31 |
| Don't Know | 6 |
Q7 Thinking about the electronic services we've just been discussing, and assuming that you had access to the internet from at least one location, which one of the following best describes how you would prefer to use them? Base: All respondents (2,028)
| % | |
|---|---|
| I would not use electronic services at all, and would stick to more traditional methods such as the telephone | 33 |
| I would only use electronic services if I had an incentive, such as reduced payments for services | 15 |
| I would use electronic services alongside more traditional methods such as the telephone | 29 |
| I would try and use electronic services as much as possible | 17 |
| Don't Know/No answer | 6 |
Q8 For the last twelve months, it has been possible to renew your TV licence or set up a direct debit for your TV licence electronically. Can you tell me, have you done either of these things over the internet? Base: All who have access to the internet (861)
| % | |
|---|---|
| Yes -- renewed TV licence electronically | 2 |
| Yes -- set up a Direct Debit for TV licence electronically | 3 |
| No, neither of these | 93 |
| Don't Know | 1 |
Q9 You said that you did not renew your TV licence or set up a direct debit for your TV licence electronically. Which one of two of the following reasons best describes why this was the case? Base: All who did not renew their TV licence electronically or set up a Direct Debit for their TV licence electronically (806)
| % | |
|---|---|
| I was unaware of these particular online services | 39 |
| I was aware of these particular online services but was happy to carry on using other alternative methods | 13 |
| I was aware of these particular online services but thought they looked too complicated | 1 |
| I responded to the postal reminder in the normal way | 27 |
| Other | 12 |
| None of these | 13 |
| Don't Know | 2 |
Q10 How much, if at all, does you child/do your children use new technology (such as the internet) as part of their schoolwork?
Q11 How much, it at all, does your child/do your children use new technology (such as the internet) as part of their homework? Base: All with children aged 5-14 in the household (566)
| Children use technology for schoolwork | Children use technology for homework | |
|---|---|---|
| % | % | |
| A great deal | 21 | 13 |
| A fair amount | 41 | 28 |
| Not very much | 16 | 20 |
| Not at all | 13 | 31 |
| Don't Know | 9 | 7 |
