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NSW Digital Government Survey results

Most people prefer to access public services through digital channels

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Results of the NSW Digital Government survey has revealed that most people prefer to access public services through digital channels. 

The results indicated “a strong preference for service delivery via on-line and mobile applications” and that a majority of respondents (65%) are already using digital channels to access public services.

Notably however, less than half of people (43.7%) were satisfied with the on-line and mobile public services they have used.

“Room for improvement exists in the provision of on-line and mobile public services (less than half of people (43.7%) agree or strongly agree that they are satisfied with the on-line and mobile public services they have used”, the report states.

The survey was conducted in September 2014, receiving 1,853 responses. Whilst the survey was made available both in on-line and hardcopy formats, the majority of respondants returned their responses in hard copy format to NSW Service Centres.

The survey described ‘digital government’ as “meaning more than on-line transactions. It involves using technology to connect people, information and services to provide the best customer experience – whether you are online, on the phone or in-person”.

Key findings include:

  • 68% prefer digital channels
  • 66% like the option of phone & in-person services too
  • 80% think technology can make public services more widely available
  • 55% believe digital can increase participation

View the results of the NSW Digital Government Survey.