Government Online a national perspective NOVEMBER, 2002 TNS CONSULTANTS: W MELLOR, V PARR ANNUAL COUNTRY REPORT Australia, Canada, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Great Britain, Hong Kong, Hungary, India, Ireland, Italy, Japan, Latvia, Lithuania, Malaysia, Netherlands, New Zealand, Norway, Poland, Singapore, Slovak Republic, South Korea, Spain, Sweden, Taiwan, Turkey, United States of America New Zealand

1 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li New Zealand

2 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li New Zealand - Overview What is the level of Government Online adoption? 40% of those living in the New Zealand have used the Internet to access Government Online (GO) over the last twelve months. This represents over half (55%) of those who used the Internet within the last month. Internet usage was measured at 71%. The major Government Online use is Information Seeking (36%). 12% of New Zealanders have Downloaded forms to later submit by post or fax (Downloaders), 8% have Provided personal details to Government over the Internet (Providers), and 6% have Transacted by using the Internet to pay for Government services or products involving the use of a credit card or bank account number (Transactors). The least used Government Online service is Consulting (4%), that is using the Internet to express a point of view or participate in community consultations with Government. Who is using Government Online? Incidence of Government Online is strongest among those aged years (20-29 years 52% and years 55%). Males (45%) are significantly more likely to use Government Online (45%) than females (35%). Usage increases with income with 69% of New Zealanders with household incomes over $ using Government Online. Similarly, usage increases with education level (up to 68% of those University educated). New Zealanders with school age children in the household just as likely to use Government Online services as those without.

3 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li New Zealand - Overview Is security a barrier to using Government Online? Nearly one-third (31%) of New Zealanders consider it safe* to use the Internet to provide the Government with personal information. 64% consider it as unsafe*. The perception of ‘safe’ is higher among those who have used the Internet (38%) in the past month than those who have not (14%), and significantly higher among males (40%) than females (22%). Perceptions of safety are more common among those under the age of 39, and similar to GO incidence the perception of safe increases as income increases, and among higher levels of education. Downloaders were more likely to consider it safe to provide personal information to Government over the Internet (59%) than other service users. Transactors, Providers and Information Seekers had similar perception of ‘safe’ (44%-45%), with Consulters (39% safe) the most concerned with safety out of the Government Online users. Comparatively, non-users had significantly higher levels of concern (21% safe; 73% unsafe) which could indicate that security concerns are a barrier to uptake. How is New Zealand placed internationally? New Zealand had the highest level of Internet penetration (71%) out of the 31 countries surveyed. Penetration of Government Online was of a high level (40%) comparatively, with New Zealand 11th in the countries surveyed and above the global average of 30%. However, among Internet users using Government Online services, New Zealand was below the global average of 61% (at 55%). The perception of ‘safe’ in providing personal information to Government over the Internet in New Zealand (31%) is above the country average of 23%, with the perception of ‘unsafe’ at similar levels to average (64% compared to 63% average). *Note: In this discussion ‘safe’ refers to nett safe (‘safe’ + ‘very safe’) and unsafe refers to nett unsafe (‘unsafe’ + ‘very unsafe’)

4 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Report Definitions And Glossary GO - Government Online. Information Seekers - Have used the Internet to get information from a Government website. Downloaders - Used the Internet to print off government forms that were then sent by post or fax (e.g. tax form, form to claim Government rebates). Consulters - Used the Internet to express a point of view or participate in community consultations with Government. Providers - Used the Internet to provide personal/household information to Government. Transactors - Used the Internet to pay for Government services or products through the use of a credit card or bank account number (e.g. rates, driving licences, recycle bins, traffic fines). Non-Users - Have not used the Internet to get or provide information or transact with Government.

5 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Government Online? uses the a n d Internet

6 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Internet And Government Online Users In 2002 Percentage Of Population That Are GOVERNMENT ONLINE USERS (Last Twelve Months) Base: Total Sample n=1000 Percentage Of Population That Are INTERNET USERS (Last Month) 2002 Base: Total Sample n=1000

7 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Are Government Online Users In 2002? Percentage Of Population That Are GOVERNMENT ONLINE USERS Percentage Of Specific Age Groups And Genders That Are GOVERNMENT ONLINE USERS % AgeGender Base: Total Sample n=1000

8 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Are Government Online Users In 2002? Household Income Base: Total Sample n=1000 n=113n=186n=110n=73n=249n=269 % Percentage Of Population

9 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Are Government Online Users In 2002? Highest Level of Education n=261n=439n=246n=43n=11 PrimarySecond- ary Uni/ Post Grad Vocational/ Technical College TotalRefused/ Don’t Know n=392n=608 YesNo School Age Children in Household Base: Total Sample n=1000 % Percentage Of Population

10 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li How Government Online? do u s e citizens

11 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li All Government Online Usage In 2002 Base: Total Sample n=1000 % Multi Response

12 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li How Many Internet Users Are Using Government Online? Base: Internet Users n= Percentage Of Internet Users % Consulter Downloader Non GO User Information Seeker TransactorProvider 2002

13 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Transacts With Government Online? Base: Total Sample n=1000 Age % Percentage of Each Group Gender

14 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Transacts With Government Online? Household Income % Percentage Of Population Base: Total Sample n=1000 n=113n=186n=110n=73n=249n=269

15 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Transacts With Government Online? Highest Level of Education % Percentage Of Population Base: Total Sample n=1000 n=261n=439n=246n=43n=11 PrimarySecond- ary Uni/ Post Grad Vocational/ Technical College TotalRefused/ Don’t Know n=392n=608 YesNo School Age Children in the Household

16 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Provides To Government Online? Base: Total Sample n=1000 Age % Percentage of Each Group Gender

17 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Provides To Government Online? Household Income % Percentage Of Population Base: Total Sample n=1000 n=113n=186n=110n=73n=249n=269

18 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Provides To Government Online? Highest Level of Education % Percentage Of Population Base: Total Sample n=1000 n=261n=439n=246n=43n=11 Primary Second- ary Uni/ Post Grad Vocational/ Technical College TotalRefused/ Don’t Know n=392n=608 YesNo School Age Children in the Household

19 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Consults With Government Online? Base: Total Sample n=1000 Age % Percentage of Each Group Gender

20 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Consults With Government Online? Household Income % Percentage Of Population Base: Total Sample n=1000 n=113n=186n=110 n=73 n=249 n=269

21 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Consults With Government Online? Highest Level of Education % Percentage Of Population Base: Total Sample n=1000 n=261n=439n=246n=43n=11 PrimarySecond- ary Uni/ Post Grad Vocational/ Technical College TotalRefused/ Don’t Know n=392n=608 YesNo School Age Children in the Household

22 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Downloads From Government Online? Base: Total Sample n=1000 Age % Percentage of Each Group Gender

23 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Downloads From Government Online? Household Income % Percentage Of Population Base: Total Sample n=1000 n=113n=186n=110n=73n=249n=269

24 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Downloads From Government Online? Highest Level of Education % Percentage Of Population Base: Total Sample n=1000 n=261n=439n=246n=43n=11 PrimarySecond- ary Uni/ Post Grad Vocational/ Technical College TotalRefused/ Don’t Know n=392n=608 YesNo School Age Children in the Household

25 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Information Seeks From Government Online? Base: Total Sample n=1000 Age % Percentage of Each Group Gender

26 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Information Seeks From Government Online? Household Income % Percentage Of Population Base: Total Sample n=1000 n=113n=186n=110 n=73 n=249 n=269

27 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Information Seeks From Government Online? Highest Level of Education % Percentage Of Population Base: Total Sample n=1000 n=261n=439n=246n=43n=11 PrimarySecond- ary Uni/ Post Grad Vocational/ Technical College TotalRefused/ Don’t Know n=392n=608 YesNo School Age Children in the Household

28 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Do Government Online as SAFE to use? s e e citizens

29 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Perceptions Of Government Online Safety In 2002 NETT UNSAFE Unsafe Very unsafe How safe would you feel about using the Internet to provide the Government with this sort of personal information? Base: Total Sample n=1000 Q % % Note: “Don’t Know” = 5%

30 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Thinks Government Online Is Safe In 2002? Base: Total Sample n=1000 Age % Percentage of Each Group Gender 31% of the total New Zealand population feel it is either “Very Safe” or “Safe” to provide personal information to Government over the Internet.

31 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Thinks Government Online Is Safe In 2002? Household Income % Percentage Of Population Base: Total Sample n=1000 n=113n=186n=110 n=73 n=249 n=269

32 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Who Thinks Government Online Is Safe In 2002? Highest Level of Education % Percentage Of Population Base: Total Sample n=1000 n=261n=439n=246n=43n=11 Primary Second- ary Uni/ Post Grad Vocational/ Technical College Total Refused/ Don’t Know Yes No n=392n=608 School Age Children in the Household

33 GOVERNMENT ONLINE - A NATIONAL PERSPECTIVE J20244_NewZealand_rep.ppt VP:li Is Safety A Barrier To Adoption? Base: Total Sample n=1000 %