1. Trends in online government Findings from Pew Internet Project research Digital Government Institute Conference December 2, 2010

2. Title of presentation Who we are Funded by the Pew Charitable Trusts Part of the Pew Research Center, a non-partisan “fact tank” in Washington, DC Provide high quality, objective data to thought leaders and policy makers –Do not promote specific technologies or make policy recommendations Research is based on nationally representative telephone surveys of adults 18+, drawn from dual-frame (landline + cell) samples Today’s findings based on survey of 2,258 adults conducted December 2009, and featured in our April 2010 report, “Government Online” 10/8/20102

3. Title of presentation Eight in ten internet users visited a gov’t website in the preceding 12 months 10/8/20103 % of internet users who did following in last 12 months: Look for info about a public policy or issue 48% Look up what services a gov’t agency provides 46% Download gov’t forms41% Research official documents or statistics 35% Renew a driver’s license or auto registration 33% Get recreational or tourist info30% Get advice/info about a health or safety issue 25% Apply for gov’t benefits23% Apply for a gov’t job19% Pay a fine15% Apply for a recreational license11%

4. Title of presentation True “self service” users are few and far between 10/8/20104 Contacts w/ state/federal/local government in preceding 12 months: 29% telephone 24% in-person visit 17% letter Among those with some government contact: 48% online and offline 38% online only 14% offline only

5. Title of presentation Preferred mode of contact for problem, question or task involving government 10/8/20105 Among internet users: 37% prefer online 33% prefer telephone Among broadband users: 39% prefer online 32% prefer phone Desirability of phone/in-person contact increases with urgency and severity of issue

6. Title of presentation Quick hits: other findings of interest Government is data-driven –40% of online Americans have gone online for data about government Citizen interactions are moving beyond the website –31% of online adults use tools such as blogs, social networking sites, email, online video or text messaging to get government info Government is becoming participatory –23% of online adults participate in the online debate around government issues (although much of this discussion occurs outside of “official” government channels) 10/8/20106

7. Title of presentation Thanks! name: Aaron Smith title: Senior Research Specialist email: asmith@pewinternet.orgasmith@pewinternet.org web: www.pewinternet.orgwww.pewinternet.org twitter: @aaron_w_smith, @pew_internet 10/8/20107