Customers dissatisfied with eGovernment services, says survey


Customers dissatisfied with eGovernment services, says survey

Rebecca Thomson

More than half of citizens are unsatisfied with e-government services, according to a survey carried out by business management company Touchpaper.

The survey showed that 53% of respondents rated their e-government experience as average or below, with 80% of these seeing the inability to fully complete the process online as a major disadvantage.

It also found that of 41% of respondents who do not use any government services, 60% were unaware that the services were available online.

The company said that the survey showed a preference among citizens for accessing services online, but the applications supporting them are not sufficiently connected to enable users to complete entire transactions.

Marina Stedman, marketing director at the firm, said, "Government services play a vital role in citizens' everyday lives and as we move towards an entirely online-dependent world, the government needs to ensure that it has an adequate structure in place to handle online processes seamlessly and efficiently from start to finish.

"Public confidence in any government-related IT service is at an all time low. Therefore, it is essential that more is done to ensure that systems are joined up."

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