2010 Networked State Services Development Goal indicators
As described in the Introduction, one objective of this survey is to get New Zealanders' perceptions of how government is doing on each of the three indicators for the 2010 milestone of the Networked State Services Development Goal.
The results for various indicators provide a baseline for future comparative studies.
Grouping of services
Respondents were asked if there had been a time when they'd had to contact more than one government agency for a single need - such as managing their student loan, starting a business, or having a baby.
Just under a third (31%) of the 687 responses were "yes".
These respondents were then asked to indicate the extent to which they were able to interact with these agencies from a single online point (such as a website or portal):
- Completely - I can interact with all the relevant agencies from a single online point (such as a website or portal);
- Somewhat - in some cases I could interact with more than one agency while at other times I had to deal with each agency individually; and
- Not at all, I had to interact with each agency individually.
Figure 15: Interact with agencies from a single online
point
(Q21. Respondents who had transacted online with government in the last 12 months and said they have had to contact more than one government agency for a single need; responses = 210)
Less than one in ten (9%) of the respondents were able to interact with all the relevant agencies from a single online point (such as a website or portal). Nine out of ten of them had to interact with each agency either individually (44%) or had a mixed experience (47%).
Channel synchronisation
Respondents were asked if there had been a time when they'd dealt with a government agency online, and then had to follow up by phone, letter, in-person, or email.
The 687 responses were equally divided between "yes" and "no".
Those who answered "yes" were then asked how easy or hard it was to follow up.
Figure 16: Ease of follow up from the online
channel
(Q25. Respondents who had transacted online with government in the last 12 months and said that there had been a time when they dealt with a government agency online and then had to follow up by phone, letter, in-person or email)
Responses were evenly spread with 10% each finding it really easy or really hard. The remaining 80% of the responses were almost equally split in the middle three categories.
Overall, responses were mixed for this indicator which seems to reflect variable performance on channel synchronisation across government agencies.
Providing information to government once
Respondents were asked if they were able to give information only once when they needed to update their information with a number of government agencies - such as moving house, getting married or changing their email address:
- Completely - I only have to give the information once
- Somewhat - in some cases I have to give the information only once and in others to each agency individually
- Not at all - I have to give the same information to each agency individually, again and again
- Not applicable - I've never had to give the same information to more than one government agency
Twenty-eight percent of the 687 responses chose "not applicable", i.e. just under a third of the respondents never had to give the same information to more than one government agency.
Of the respondents who did have to give the same information to more than one government agency, 14% only had to give the information once. For the remaining 86%, the results were very similar to that of the first indicator (the extent to which respondents were able to interact with government agencies from a single online point) - equally divided between "Somewhat" and "Not at all".
Figure 17: Giving information to government once
(Q26. Respondents who had transacted online with government in the last 12 months and had to give the same information to more than one government agency; responses = 493; percentages do not total to 100% due to rounding)
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