1. On Demand Citizens: On Demand Citizens: e-government at high speed John B. Horrigan, Ph.D. Director of Research Pew Internet & American Life Project May 25, 2005 Presentation to FedWeb Spring 2005

2. Presentation Outline Trends in internet adoption & use Findings from our e-gov study of last year What it adds up to The future

3. Home media capacity - 1975 Product Route to home Display Local storage TV stations phone TVCassette/ 8-track broadcast TV radio broadcast radio stereoVinyl album Local news mail Advertising newspaper delivery phone Radio Stations Tom Wolzein, Sanford C. Bernstein & Co

4. Home media capacity – now Product Route to homeDisplay Local storage cableVCR TV stations phone/DSLTV Info wirelessradioDVD Daily me broadcast TVPCWeb-based storage contentServer/ TiVo (PVR) Cable Nets broadcast radiostereoPC Web sites satellitemonitor Local news mailheadphonesCD/CD-ROM Content from express deliverypager individuals iPod / storageMP3 player / iPod Peer-to-peer subcarriers / WIFIcell phonepagers - PDAs Advertising newspaper deliveryphonecable box Radio stationsPDA/Palmgame console game console Satellite radionon-electronicStorage sticks/disks Tom Wolzein, Sanford C. Bernstein & Co

5. Time & money spent on media Time & money spent on media: TV, radio, music, daily paper, books, mags, home video, movies, internet 32% (real) increase in media & information spending 6% increase in time spent on media/information Source: Statistical Abstract of the United States

6. Percent of adult Americans with internet access, 2000-2005

7. Broadband at home, 2000-2004

8. Time spent online Time spent online (number of minutes online, typical day – by age: Jan. 05)

9. Where does the time come from? Where does the time come from? (Self-reported estimates, broadband users only, January 2002) ActivityIncreaseDecreaseNo change Watch TV1%37%62% Shop in stores13167 Work at home25371 Read paper51877 Work at office31084 Commute11386 Family time5887 Friends time5392 Social events3394

10. Elite on demand internet users Information empowers, reduces uncertainties Health care Civic/political engagement Consumer research Internet helps foster social capital Creativity Create own content Recombine other Web content Upshot – rising expectations among tech elite about internets effectiveness

11. Trends in general e-Gov use Trends in general e-Gov use (% of internet users who have gone to federal, state, or local Web sites)

12. Nature of e-gov experience Most (80%) find what they are looking for at government Web sites (2002) Lots of basic information searching. oTourist/recreational information oResearch oGet forms oService inquiry oPolicy issues Rising expectations (2002): 65% of all Americans expect government info to be on the Web 39% of all Americans will turn to the Net first for next government contact. o37% of all Americans will turn to phone

13. Online surfing for government information in 2003 Online surfing for government information in 2003: 77% of online users did at least one of following 66% look for general information from federal, state, or local sites 27% have sent emails to government 28% have gotten advice about a health or safety issue from a government agency 34% get recreational/tourist information 41% research official documents/statistics 23% get information about or apply for benefits 30% have used the Internet to try to change a government policy or affect a vote on a law

14. Contacting government: How does the internets fit in? Contacting government: How does the internets fit in? July 2003 RDD survey of 2,925 adult Americans What share of people contact government? By what means do they contact government? What do they contact government for? Are they successful? Satisfied? What are peoples preferred method of contact?

15. Contacting Government 54% of all Americans contacted the government in year prior to survey 72% of Internet users contacted government 23% of non-Internet users contacted government 63% of all Americans were Internet users in July 2003 survey 54% figure excludes those whose last contact with government was mailing taxes We call them Government Patrons

16. What people did the last time they contacted government … * Carry out a transaction 30% Get information about specific question 25% Express an opinion 19% Get help solving a problem 11% Other 7% * Based on contact within past year not related to mailing in a tax return, n=1,657, July 2003 survey

17. Means of Contact – Government Patrons Method of contact last time … 42% phone 29% Web site 20% in person 18% email 17% letter People use multiple channels – 22% do Preferred means of contact … 40% phone 24% Web site 13% in person 11% email 10% letter People switch along way – 23% do

18. Preferred Means of Contact, level of government (Government Patrons) StateFederalLocal Telephone39%38%43% Web site243118 In-person12922 Email14127 Letter1198

19. Important case Important case: 14% of population with disabilities They are less likely to be online 40% are internet users Less likely to contact government 48% have Less likely to be successful in last interaction with government 52% report success Very likely to prefer non-cyber means to contact government 44% prefer telephone contact 21% prefer in-person 16% prefer writing a letter

20. Preferred means of contact – Preferred means of contact – by reason for contact – Government Patrons Complex/ urgent Solve a problem TransactionGet information Telephone46%47%40%41% Web14173033 In person1615 10 Email1096 Letter11974

21. Preferred Means of Contact by Issue Area (1) – all respondents Over the Phone On the Internet Some other way Personal Tax Issue 51%17%26% Auto License or Permit 162254 Express Opinion 282738 Government Benefits 283924

22. Preferred Means of Contact by Issue Area (2) – all respondents Over the Phone On the Internet Some other way Research (school or work) 18%57%16% Programs agencies offer 235317 Recreational licenses 172645 Recreational or tourism activities 264918

23. Pace & patterns of use Its an occasional thing Two-thirds of Government Patrons contact gov LESS OFTEN than every few months Its personal 71% for personal business – 72% from home Its multi-modal 23% used multiple channels Its search-engine driven…. Marketing could stand some help 37% used search engines Only 38% know about 800 numbers and Web sites (Even in phone calls – 27% called the operator or used phone book) Its interactive 67% want a response to emails

24. Success & Satisfaction 76% of all who contacted government were very or somewhat satisfied with experience 63% were successful in accomplishing what they wanted 65% of Internet users were successful 53% of non-Internet users were successful 46% said contact took about the amount of time they expected 28% said it took more time than expected 24% said it took less time than expected

25. Success and Satisfaction by Type of Contact Type of ContactLast contact Successful Satisfied with last contact Last contact was transaction 82%86% Last contact for information 6578 Last contact to express opinion 3664 Last contact to solve problem 5268 Contact for personal reasons 6376 Contact for business reasons 6479

26. Success and Satisfaction: by education Educational Level Last contact Successful Satisfied with last contact Less than high school 48%66% High school graduate 6076 Some college6380 College graduate6880

27. Problems – phone contact Problems – phone contact (% yes) Not enough time36% Cant find right person35 On hold too long31 Getting transferred too much30 Call not returned24 Dont know where to call21 Cant call during business hours 18

28. Problems – Web contact Problems – Web contact (% yes) Web site doesnt have information needed 33% Web site difficult to navigate 20 Had difficulty figuring out which site to go to 18 Site had bad/outdated links 16 Had problem downloading forms or instructions 13

29. Some Puzzles … What is behind Internet users contacting government more often than non-users? What is behind Internet users reporting higher success rates with their interactions with government? Could be Internet users possess certain characteristics that increase likelihood of contact or probability of success

31. Answers: Contact Internet seems to increase likelihood that people contact government … Controlling for lots of demographic, socio-economic, and attitudinal factors Two effects: Net users are inherently more likely to contact government The Internet encourages additional contact

32. Answers: Success Being an Internet user, in itself, isnt associated with successful outcomes with government Preferred channels of contact matters: Those who prefer the phone or the Internet are more likely to be successful Those who prefer to write letters or show up in person are less likely to be successful Where do preferences for the Internet come from? Those who have high levels of education, lots of experience with the Internet Efficiency benefits of internet use to contact government

33. Perceptions on e-govs impact … How much, if at all, has the Internet improved the way you interact with government? A lotSomeA little Not at all Federal27%23%16%27% State25241926 Local18201837

34. Upshot … Internet is a new channel to contact government People use it & like it It is additive Internet can help with outcomes in government contact but... It helps people who already can help themselves

35. What people want & need from e-gov Multiple channels still important – even for Internet users… People use multiple channels in an interaction with government & switch along the way Offline channels important to sub- groups… One-third of America not online People with disabilities Real time interaction still preferred for urgent or complex problems.

36. Future Broadband Has risen from 32% to 50% of home internet users since our 2003 study Voice over Internet Protocol Very low consumer adoption now but promises to deliver real-time online help to customers

37. Service delivery for on demand citizens Users want to be able to toggle to interactive help in real-time Study complementarities Do some channels work better in conjunction with others? Integrate traditional channels into Web & email

38. Reach me… John B. Horrigan jhorrigan@pewinternet.org 202.419.4500 1615 L Street, NW, Suite 700 Washington, DC www.pewinternet.org