Australians' Use of and Satisfaction with e-Government Services - 2007
Publication Summary
Australians' Use of and Satisfaction with e-Government Services – 2007 is the third report in a planned time series study.
The initial study was commissioned in 2004 to establish a baseline understanding of Australia's uptake of, satisfaction with, and barriers to, the use of e‑government services. The report, published in 2005, also showed the level of citizen satisfaction with those services together with their preferences and expectations. It focused on citizens’ use of government services provided via various channels by the three levels of government in Australia.
The 2007 study continues the measurement of the uptake of government services provided through the internet and other channels by undertaking a quantitative and qualitative study of Australians’ use of these services across all tiers of government. The survey and report presents and analyses data collected on:
- use of government services, including their level of interaction (information sourcing or transacting), channel of service delivery, level of government;
- use of e‑government services (services delivered online and via the phone);
- motivations for and barriers to using e-government services;
- satisfaction with e‑government services; and
- future service delivery preferences.
Full Publication
Australians' Use of and Satisfaction with e-Government Services - 2007 [
2 MB]
Download PDF
- Contents and Foreword PDF [ - 264 KB]
- Executive Summary PDF [ - 105 KB]
- Use of e-Government Services PDF [ - 443 KB]
- Why People Choose a Service Delivery Channel to Contact Government PDF [ - 291 KB]
- Why People do not Use e-Government Services PDF [ - 223 KB]
- Satisfaction with Service Delivery PDF [ - 547 KB]
- Preferences for Future Use of e-Government Services PDF [ - 254 KB]
- Security and Privacy Issues PDF [ - 288 KB]
- Conclusions PDF [ - 91 KB]
- Appendix, Background and Methodology PDF [ - 102 KB]
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- Contents and Foreword RTF [
- 20 KB] - Executive Summary RTF [ - 25 KB]
- Use of e-Government Services Part 1 RTF [ - 2.8 MB]
- Use of e-Government Services Part 2 RTF [ - 2.9 MB]
- Why People Choose a Service Delivery Channel to Contact Government RTF [ - 2.5 MB]
- Why People do not Use e-Government Services RTF [ - 1.6 MB]
- Satisfaction with Service Delivery Part 1 RTF [ - 3.1 MB]
- Satisfaction with Service Delivery Part 2 RTF [ - 3 MB]
- Satisfaction with Service Delivery Part 3 RTF [ - 1.4 MB]
- Preferences for Future Use of e-Government Services RTF [ - 3.4 MB]
- Security and Privacy Issues RTF [ - 3.3 MB]
- Conclusions RTF [ - 15 KB]
- Appendix, Background and Methodology RTF [ - 66 KB]
Contact Details
The publication is available in hard copy or CD format.
For further information and copies of ‘Australians’ Use of and Satisfaction with e-Government Services – 2007’ please email your name, organisation, delivery address and number of copies you require to Measurement.project@finance.gov.au
Copyright Notice
© Commonwealth of Australia 2006
This work is copyright. You may download, display, print and reproduce this material in unaltered form only (retaining this notice) for your personal, non-commercial use or use within your organisation. Apart from any use as permitted under the Copyright Act 1968, all other rights are reserved. Requests and inquiries concerning reproduction and rights should be addressed to Commonwealth Copyright Administration, Attorney General’s Department, Robert Garran Offices, National Circuit, Barton ACT 2600 or posted at http://www.ag.gov.au/cca [
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Contact for information on this page: Measurement.project@finance.gov.au