Brits seeking government services online
- Added:
- Mar 23, 2009
Almost half of the UK population has used the internet in the last year to access information about government or local council services or completed a government form or process online, according to Ofcom research.
Forty-two per cent of people interviewed said that they had looked for information online about a government or local council service, or used services such as paying their road tax or registering for Child Tax Credits online.
Among people who have the internet at home, this rises to 55 per cent who have used these services online.
However, only 15 per cent of people from areas of multiple deprivation have used similar information or services online. Areas of multiple deprivation are defined by a range of factors including economic, social and housing issues.
The research comes as more and more services, such as central and local government services, are available online.
Easier to engage
The majority of people (70 per cent of the online sample, 60 per cent of the general population) say that the internet has made it easier to engage in citizen participation activities, such as contacting an MP or signing a petition. But in areas of multiple deprivation less than half of people interviewed agreed (42 per cent) and 20 per cent disagreed.
Lack of awareness
However, respondents were not always aware of what can be done online (for example, contacting your MP, getting in touch with the local council or joining a campaign). Among the online sample interviewed, 31 per cent were unaware of online citizen participation opportunities and lack of awareness increases to 72 per cent amongst those in areas of multiple deprivation.
A recurring theme throughout the research was a desire to keep traditional methods of contact. Thirty three per cent of the online user sample would rather deal with someone face to face, for example, when contacting their MP. Sixty three per cent of people living in areas of multiple deprivation expressed the same view.
Trust and confidence issues
Trust and confidence were also issues. Almost half (46 per cent) of those from areas of multiple deprivation said that they did not sufficiently trust the internet for civic activities and 40 per cent said that they lack confidence to participate in citizen activities online. Among the online users, one in ten (9 per cent) said that they lack confidence to participate in citizen activities online and the same proportion (9 per cent) agreed that they don’t sufficiently trust the internet for citizen activities.
Motivators for citizen participation
Feeling strongly about an issue or cause is the most important reason for people to take part in citizen activities (whether on or offline) among both online users and multiple deprivation area populations (42 of online user sample and 43 per cent of people living in areas of multiple deprivation). Being invited to take part also plays a role with just under a third of people asked.
Gerald, a 64-year old managing director interviewed for the research, said: “If emails come my way with petitions that I feel strongly about them I will sign them, absolutely.”
Source: www.ofcom.org
