E- GOVERNMENT IN THE SIGHT OF INTERNET USERS - 2012 -

Transkrypt

E- GOVERNMENT
IN THE SIGHT OF INTERNET USERS
- 2012 Presentation of the results of a study commissioned by
the Ministry of Administration and Digitization
Warsaw, October 2012
1
TABLE OF CONTENTS
Objective of the survey
3
Methodology
5
The sample structure
7
The main findings
10
Survey results
15
Internet impact on daily life
Internet impact on daily life
17
IT skills
23
Computer and internet skills
26
The importance of the Internet in the key areas of public life
The importance of the Internet in the key areas of public life
Internet users experience with offices and offices' websites
2
16
27
28
32
Internet users experience with offices and offices' websites
33
Evaluation of offices' websites
38
Settling official matters on the Internet
42
Needs in contact with the office
45
Limitations on the use of office services via the internet
47
Awareness of Electronic Platform of Public Administration Services (ePUAP)
50
OBJECTIVE OF THE SURVEY
OBJECTIVE OF THE SURVEY
Examination of the opinion Internet users about e-government in Poland and identification of behaviors
and needs related to Settling administrative matters. Area of interest issues are covered by:

types of information sought on the website of offices

identification of official matters respondents dealt with via the Internet

awareness of ePUAP platform

internet impact on various aspects of life

identification of barriers limiting the use of modern technologies
4
METHODOLOGY
METHODOLOGY
The study was carried out as a an online (web) survey.
Respondents were recruited from a nationwide research panel ARIADNA, led by GG Network SA,
the project GG Opinion Detector (GGOD).

In the study participated 4 925 people (the number of complete interviews), which means that
the maximum measurement error is + / - 1.4% (at the 95% confidence level).

Interviews were conducted from 14 September to 3 October 2012. - by clicking on the invitation,
people moved to a specially prepared site of the survey.


Due to the fact that study was carried out on a sample of Internet users, inference should be
limited to this group. Results of the study should not be generalized to the general Polish population.

Not all the conclusions in the report are shown in graphical form.

6
THE SAMPLE STRUCTURE
Tested sample is very diverse in terms of socio-demographic characteristics.
The results were weighted by gender and age, education, and the size of city and the region of
residence on the basis of data from the Net Track SMG / KRC.


AGE
SEX
EDUCATION
Woman
49,8%
18-24 y.o.
23,2%
incomplete primary
0,2%
Man
50,2%
25-34 y.o.
32,8%
35-44 y.o.
24,7%
45-54 y.o.
10,5%
primary
lower secondary
vocational
1,4%
2,2%
9,1%
SIZE OF CITY OF RESIDENCE
Village
21,2%
55-64 y.o.
6,6%
incomplete secondary
3,8%
City up to 50 000 residents
22,0%
65-74 y.o.
1,9%
secondary
30,3%
City 50 001 – 100 000 residents
13,3%
75 y.o. and more
0,2%
college
13,4%
10,7%
bachelor
7,8%
13,9%
incomplete higher
5,8%
City more than 500 001 residents
18,8%
higher (MA)
26,2%
postgraduate/ MBA
0,2%
financial situation
8
I have enough money for current needs and for any expenses
13,9%
I have enough money for my current needs but I have to save on higher
expenses
42,3%
I have enough money only for current needs and I have no savings
29,9%
I don’t have enough money for the current expenses
13,9%
REGION
PROFESSIONAL STATUS
Lower Silesia Province
6,5%
CEO, president, senior director
1,3%
Kujawy-Pomerania Province
6,2%
lower-level manager
5,6%
Lublin Province
6,3%
specialist, freelancer
16,0%
Lubuskie Province
6,2%
owner of company – employing people
0,9%
Łódź Province
6,5%
an entrepreneur
5,4%
Małopolska Province
6,2%
official
6,2%
Mazovia Province
6,8%
sales manager
14,0%
Opole Province
6,3%
laborer, worker
9,1%
Podkarpacie Province
6,1%
farmer
0,5%
Podlasie Province
6,2%
policeman, military
0,9%
Pomerania Province
6,1%
housewife
4,1%
Silesia Province
6,4%
pupil, student
16,2%
Świętokrzyskie Province
6,2%
pensioner,
7,9%
Warmia-Masuria Province
6,1%
unemployed
9,9%
Wielkopolska Province
6,4%
other
0,5%
West Pomerania Province
5,6%
healthcare professional
0,4%
education employee
1,0%
LEVEL COMPUTER SKILLS
9
DISABILITY
COMPUTER
INTERNET
No
93,7%
Low level
4,3%
1,7%
Yes
6,2%
Medium level
38,2%
77,9%
High level
57,4%
20,4%
THE MAIN FINDINGS
THE MAIN FINDINGS
INTERNET IMPACT ON DAILY LIFE

Internet has a significant impact on most aspects of respondent’s lives. Using the net influences
level of knowledge about the world, interests and hobbies, as well relationships with other people.
Dealing with official matters is rarely done with use of Internet.
For people with a university degree internet has a meaningful impact on all areas of their lives.
The one exception is meeting new people. Oposite phenomenon can be observed among people with
vocational education - for them internet has the greatest impact on meeting new people.

Most of respondents declares that their computer skills are adequate to their needs. They realize
the importance of these skills in finding and getting a new or better paid job.

The higher the education level, the more common belief that ability to use internet is necessary
to obtain or change job as well as find better paid one. Interestingly, people with the highest and
lowest financial status don’t think that way.

People with disabilities feel least often that their employers care about the development of their
computer skills. They have also the lowest digital competence - both - when it comes to using
computer and the Internet.

THE MAIN FINDINGS
THE IMPORTANCE OF THE INTERNET IN THE KEY AREAS OF PUBLIC LIFE

The most important area of public life is to have an access to jobs offers via the internet and the
ability to work from home. Remote work is the most important aspect for the disabled people.

Ability to find information and advice on consumer rights is important as well.

The importance of access to knowledge and culture (museums and galleries, libraries and virtual
directories) increases with the level of education .
INTERNET USERS EXPERIENCE WITH OFFICES AND OFFICES' WEBSITES

Within the last 12 months a vast majority of internet users experienced an event that required
contact with the governmental office or other public institution. At the same time, half of the
respondents in the last month visited the office website. One in ten people with vocational education
has never been on such sites.
Jobs, health issues, insurance and education are the most interesting issues searched on the
websites of government. Information about public tenders turned out to be the least interesting.

Popularity of information about job offers is related to the financial situation - the worse it is, the
more likely respondents are to look online for information about jobs. People with disabilities search
for job offers more often than others. They also look online for health-related info.

THE MAIN FINDINGS
EVALUATION OF OFFICES' WEBSITES

The vast majority of people who visit websites of government offices, evaluate them positively
or neutrally in terms of intelligibility, usability and ease of finding information.

Among respondents with higher education, ease of finding information, evaluation and usability
of the websites is more positive. The worst rated aspect for the disabled respondents is clarity of
information on the websites.

Despite the fact that almost 90% of people during last 12 months, viewed the governmental
office website, only 30% have tried to settle a matter via internet. It has been done more frequently
by people with higher education, respondents living in large cities, as well as disabled ones.

Those who have tried to settle official matter via internet, evaluate it more positively or neutrally
than others. In most cases, a negative assessment of the website results from lack of possibility to
resolve case via net.
NEEDS IN CONTACT WITH THE GOVERNMENTAL OFFICE

Respondents do not need to co-create office services, but above all, they want to get
information about how and where they can settle their official matter. The exception are the people
with the best financial situation, who are willing to take part in the consultations on the creation and
modification of services of public office.

As needed they also consider the possibility of contact with the office via the internet and
choose a convenient way of such contacts (in person, online, phone, letter).

Adapting services and information to the needs of disabled people is important and necessary
only for this group of respondents.
THE MAIN FINDINGS
LIMITATIONS ON THE USE OF OFFICE SERVICES VIA THE INTERNET

The main reason that limits the use of governmental office services via internet, is the necessity
of a personal appearance at the office. Narrow range of services available to settle online and little
trust in internet as a medium are the subsequent strong barriers.

People with primary education are afraid of using internet in official matters and still strongly
prefer direct contact with an official. All limitations are generally more often indicated by the people
with the worst financial situation.

Disabled respondents more frequently than others declare that they do not feel any restrictions
in the use of governmental office services over the internet.
ePUAP

Approximately ¼ of respondents had heard of the Electronic Platform of Public Administration
Services (ePUAP) and trusted ePUAP profile. With increasing education, improving the financial
situation and the increase of the size of the place of residence, awareness of both ePUAP tools grows.

People with disabilities less often declared familiarity with ePUAP (if compared to other
respondents).
SURVEY RESULTS
Internet has a positive impact on most of aspects of people's lives. It influences the most
positively the level of knowledge about the world, interests and hobbies, as well as
relationships with others. Settling official matters is rarely done via internet.
For women, using the net more often has a positive effect on relationships - with friends and family. Men
more often feel the positive effects on areas related to their competencies - knowledge about politics, and
income and financial situation.
The impact of internet on family relationships is proportional to age of the respondents - older people see
more positive consequences of being online. Inverse phenomenon appears if meeting new people in the
net is concerned. Then internet affects more positively younger people. Therefore, belief that use of
Internet has positive implications for everyday life is growing with age.
People with better IT skills (both computer and internet) more often believe that internet usage has
influence on all aspects of their lives.
Place of residence not in any way differentiates the impact of the Internet on daily life.
In comparison with 2010, respondents were more likely to see positive effects of the Internet on
relationships with other people and their better income. They appreciated more strongly settling official
matters as well. However, less often they believe that the network has a positive impact on their
knowledge (about the world and politics), interest or professional qualifications.
17
positively
rather positively
neutral
rather negatively
negatively
don't know, hard to say
INTERNET IMPACT ON:
knowledge about world
60%
hobby, interests
58%
relations with friends
30%
professional qualifications
30%
participation in culture and art.
income, material situation
handling official matters
0%
10%
QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR
BASE: N = 4902 [ALL RESPONDENTS]
PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE
36%
34%
32%
22%
12%
51%
30%
40%
50%
60%
6%
70%
80%
90%
2%
3%
1%
1%
3%
1%
2%
3%
1%
2%
51%
24%
20%
2%2%
31%
29%
19%
1%
3%
33%
31%
27%
1%
2% 2%
26%
29%
0,3%
2%
1%
1%
1% 1%
17%
29%
32%
knowledge about politics
12%
30%
41%
relations with family
18
27%
50%
making new friends
0,2%
10%0,3% 1%
28%
2%
4%
4%
100%
BY AGE
18-24 y.o.
25-34 y.o.
35-44 y.o.
45-54 y.o.
55+ y.o.
INTERNET IMPACT ON: [TOP2BOXES - POSITIVELY, RATHER POSITIVELY]
hobby, interests
72%
69%
67%
63%
making new friends
52%
61%
62%
62%
55%
46%
53%
87%
88%
89%
91%
88%
85%
86%
85%
85%
82%
79%
80%
79%
82%
82%
76%
69%
60%
61%
63%
71%
61%
63%
59%
64%
60%
59%
62%
66%
40%
28%
31%
0%
10%
20%
30%
38%
37%
37%
40%
42%
46%
44%
41%
50%
60%
70%
80%
90%
100%
QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR [TOP2BOX – POSITIVELY, RATHER POSITIVELY ]
BASE: N = 4902 [ALL RESPONDENTS] – 18-24 Y.O.: N = 1088/ 25-34 Y.O.: N = 1472/ 35-44 Y.O.: N = 1024/ 45-44 Y.O.: N = 704/ MORE THAT 55 Y.O.: N = 615
19
PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE [TOP2BOX – POZYTYWNIE, RACZEJ POZYTYWNIE]
Statistically significant differences between the
age groups are marked with color
LEVEL OF IT SKILLS
BY LEVEL OF IT SKILLS
low
COMPUTER
medium
high
68%
85%
93%
62%
hobby, interests
82%
90%
63%
80%
81%
59%
making new friends
68%
73%
58%
64%
58%
40%
58%
66%
37%
51%
66%
40%
59%
67%
29%
37%
45%
23%
39%
36%
0%
10%
20%
30%
40%
50%
60%
BASE: N = 4902 [ALL RESPONDENTS] – LEVEL OF IT SKILLS COMPUTER: LOW: N = 259/ MEDIUM: N = 2082/ HIGH: N = 2561
20
70%
80%
90%
100%
Statistically significant
differences between groups
of IT skill level are marked
with color
LEVEL OF IT SKILLS
low
INTERNET
medium
high
50%
88%
92%
42%
hobby, interests
85%
88%
47%
81%
81%
45%
making new friends
71%
72%
47%
60%
63%
34%
59%
72%
26%
56%
69%
27%
61%
70%
27%
39%
49%
28%
34%
51%
0%
10%
20%
30%
40%
50%
60%
BASE: N = 4902 [ALL RESPONDENTS] – LEVEL OF IT SKILLS INTERNET: LOW: N = N = 102/ MEDIUM: N = 3386/ HIGH: N = 935
21
70%
80%
90%
100%
with color
COMPARISON OF YEARS 2010-2012
2012
2010
88%
93%
85%
hobby, interests
88%
80%
65%
71%
making new friends
47%
61%
52%
61%
83%
58%
68%
62%
61%
41%
32%
37%
30%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
BASE 2012: N = 4902 [ALL RESPONDENTS]
22
Statistically significant differences
between 2012 and 2010
IT SKILLS
The vast majority of respondents think that their computer skills are relevant to the their
needs. Moreover, they note the importance of these skills in finding a new, better paid job.
Most respondents declared using peripheral devices such as a printer or scanner on daily basis. They can
also detect and solve some problems with computer.
Only 5% of the respondents admitted that they can not execute any of the activities related to using their
computer.
Most people declared ability to create an email account, buy and sell things on the web, use an online
bank account. More advanced functionalities such as electronic signatures are still unpopular among wide
groups of society.
The percentage of people who can not complete any of the listed activities on the Internet is very low.
With the increase of evaluation of respondent’s computer skills level, conviction of held skills and their
impact on working life seems growing.
23
IT SKILLS
I agree completely
I rather agree
I rather disagree
I disagree completely
hard to say
IT SKILLS
My computer skills are adequate for my needs
38%
My job requires having basic computer skills (MS Office, web
browser)
32%
With computer skills, you can find a better payed job
32%
Computer literacy is required to obtain or change jobs
32%
My work requires a specialized computer skills (database, etc.)
My employer cares about development of my computer skills,
offering me trainings
16%
7%
0%
26%
10%
20%
9%
9%
18%
30%
12%
50%
40%
60%
70%
80%
QUESTION: P15. TO WHAT EXTENT DO YOU AGREE WITH THE FOLLOWING STATEMENTS ABOUT IT SKILLS?
24
20%
30%
20%
40%
25%
2%
4%
43%
16%
23%
1%
4%
38%
25%
15%
1%
3%
13%
45%
PYT.: P15. W JAKIM STOPNIU ZGADZASZ SIĘ Z PONIŻSZYMI STWIERDZENIAMI DOTYCZĄCYMI UMIEJĘTNOŚCI INFORMATYCZNYCH ZWIĄZANYMI Z OBSŁUGĄ KOMPUTERA I
INTERNETU?
90%
100%
IT SKILLS
LEVEL OF IT SKILLS
COMPUTER
INTERNET
low
medium
low
high
medium
IT SKILLS [TOP2BOXES– I AGREE COMPLETELY OR RATHER AGREE]
high
53%
My computer skills are adequate for my needs
36%
24%
My job requires having basic computer skills (MS Office, web
browser)
46%
21%
37%
72%
64%
76%
69%
53%
Computer literacy is required to obtain or change jobs
My work requires a specialized computer skills (database, etc.)
15%
My employer cares about development of my computer skills, offering
me trainings
10%
20%
82%
82%
52%
38%
58%
22%
23%
17%
21%
0%
74%
32%
23%
78%
69%
37%
21%
91%
72%
56%
With computer skills, you can find a better payed job
91%
82%
54%
29%
30%
40%
50%
60%
QUESTION: P15. TO WHAT EXTENT DO YOU AGREE WITH THE FOLLOWING STATEMENTS ABOUT IT SKILLS?
BASE: N = 4902 [ALL RESPONDENTS] – LEVEL OF IT SKILLS COMPUTER: LOW: N = 259/ MEDIUM: N = 2082/ HIGH: N = 2561 // LEVEL OF IT SKILLS
INTERNET: LOW: N = N = 102/ MEDIUM: N = 3886/ HIGH: N = 935
25
76%
PYT.: P15. W JAKIM STOPNIU ZGADZASZ SIĘ Z PONIŻSZYMI STWIERDZENIAMI DOTYCZĄCYMI UMIEJĘTNOŚCI INFORMATYCZNYCH ZWIĄZANYMI Z
OBSŁUGĄ KOMPUTERA I INTERNETU?
70%
80%
90%
100%
with color
COMPUTER AND INTERNET SKILLS
IT SKILLS - COMPUTER
The use of peripheral devices (printer, scanner)
83%
Detect and solve the problem with your computer
68%
Create and edit a table in a text editor
65%
Using graphics programs
60%
Create and edit charts in a spreadsheet
58%
Combining information, tables, charts from various sources into one
57%
Information management in databases
46%
none of the above
5%
0%
10%
20%
QUESTION: P16. ARE YOU ABLE TO DO ACTIVITIES RELATED TO USING PC?
PYT.: P16. CZY WYKONYWAŁEŚ JUŻ NASTĘPUJĄCE CZYNNOŚCI ZWIĄZANE Z OBSŁUGĄ KOMPUTERA?
30%
40%
50%
60%
70%
80%
90%
IT SKILLS - INTERNET
Create an e-mail account
88%
Buying or selling in the Internet
86%
Handling with bank account via the Internet
82%
Setting up for e-mail
64%
Send information / document to the office with a trusted profile ePUAP
20%
The use of electronic signatures
13%
none of the above
QUESTION: P16. ARE YOU ABLE TO DO ACTIVITIES RELATED TO USING INTERNET?
2%
0%
10%
20%
PYT.: P17. CZY WYKONYWAŁEŚ JUŻ NASTĘPUJĄCE CZYNNOŚCI ZWIĄZANE Z KORZYSTANIEM Z INTERNETU?
26
100%
30%
40%
50%
60%
70%
80%
90%
100%
THE IMPORTANCE OF THE INTERNET IN THE
KEY AREAS OF PUBLIC LIFE
THE IMPORTANCE OF THE INTERNET IN THE KEY AREAS
OF PUBLIC LIFE
Internet is an important medium in public lives of respondents. It allows to have an access to
job offers and gives the opportunity to work from home. These two things are most important
functionalities for the majority of internet users.
Similar importance is attributed to the ability of finding information and advice on consumer rights as well
as the ability to arrange a medical appointment. The least important issues are occasional situations - such
as voting in elections (municipal and parliamentary), participation in public consultations and watching
collections of museums and galleries via the internet.
Women are more concerned about areas related to work and education - working from home, access to
job offers, consumer rights, and the library directories. For men more important issues are those related to
civil life - to have a single document with the chip, vote and participate in public consultations via internet.
The importance of issues is closely associated with the age of respondents. Young people (18-24 and 2535-year-olds) appreciate the fact that the Internet gives them access to job offers. 35-45-year-old users
are more pragmatic – for them the most important are practical possibilities of using the web such as
contact with the school or medical consultations. People 45-54-year-old appreciate convenience of the
internet. They prize having a single document and the access to appoint medical consultations online.
The oldest respondents perceive access to information as the most valuable function of internet. It gives
them access to the news, reports and statistics, but also museums and galleries. The net enables
participation in public consultations as well. The importance of public issues increases with age - older
people more often than younger declare high importance of voting and public consultation via internet.
28
OF PUBLIC LIFE
Access to job offers and information about consumer rights regardless of the region are seen as most
important. However, in Mazovia Province equally important is ability to work from home, in Małopolska
Province important is ability to arrange medical consultation.
Compared to 2008 and 2010, in 2012 the importance of having online access to job offers, advice on
consumer rights and opportunities to work from home has increased . At the same time importance of
participation in public consultations via internet decreased .
Access to such data as health history and museum collections on the internet appeared to be more
important than in 2010, but not as important as in 2008.
29
OF PUBLIC LIFE
Important
Rather important
Rather not important
Not important
don't know
IMPORTANCE OF
Access to job offers via Internet, including Labour Office databases
57%
Access to information and consumer rights advice via Internet
46%
Ability to work from home (online or by telephone)
45%
Arranging a visit to the doctor via the internet / email
47%
Having a single document with chip replacing ID card, health
card,etc.
48%
Access to health/disease history via the Internet
40%
32%
10%
11%
33%
20%
30%
40%
50%
6%
60%
70%
10%
10%
5% 4%
14%
6% 3%
13%
7% 6%
14%
7% 3%
17%
7%
15%
5%
17%
8%
15%
10%
37%
18%
0%
PYT.: P1. NA ILE WAŻNE SĄ DLA CIEBIE NASTĘPUJĄCE SPRAWY?
33%
6%
7% 3%
39%
25%
Watching collections of museums and galleries via the Internet
30
35%
35%
Participating in the public consultations abiut laws, regulations and
resolutions of local authorities via the Internet
6% 3%
30%
33%
Vote online in local government, parliament elections
4% 2%
34%
41%
Access to information, reports, statistical data published by
government departments and other public institutions via Internet
2%1%
38%
36%
Opportunity for parents to communicate with the school via the
Internet
3%2%
42%
42%
Access to library catalogs via the Internet
QUESTION: P1. HOW IMPORTANT ARE THE FOLLOWING ISSUES TO YOU?
32%
22%
25%
80%
90%
100%
OF PUBLIC LIFE
COMPARISON OF YEARS 2008-2010-2012
2012
2010
2008
IMPORTANCE OF [TOP2BOXES– IMPORTANT OR RATHER IMPORTANT]
Access to job offers via Internet, including Labour Office databases
89,4%
64,5%
60,2%
88,5%
84,9%
85,8%
Access to information and consumer rights advice via Internet
Ability to work from home (online or by telephone)
67,5%
Arranging a visit to the doctor via the internet / email
67,1%
68,6%
Access to health/disease history via the Internet
77,4%
77,3%
52,1%
88,1%
75,0%
78,0%
71,3%
Access to library catalogs via the Internet
Opportunity for parents to communicate with the school via the
Internet
53,0%
60,1%
Access to information, reports, statistical data published by
government departments and other public institutions via Internet
73,6%
73,5%
67,6%
Vote online in local government, parliament elections
Participating in the public consultations abiut laws, regulations and
resolutions of local authorities via the Internet
62,0%
64,6%
51,5%
46,2%
58,5%
Watching collections of museums and galleries via the Internet
0%
10%
20%
30%
40%
QUESTION: P1. HOW IMPORTANT ARE THE FOLLOWING ISSUES TO YOU? [TOP2BOXES– IMPORTANT OR RATHER IMPORTANT]
PYT.: P1. NA ILE WAŻNE SĄ DLA CIEBIE NASTĘPUJĄCE SPRAWY?
75,6%
80,7%
48,3%
Having a single document with chip replacing ID card, health
card,etc.
31
83,4%
50%
60%
70%
80%
90%
between 2012 a 2008
100%
INTERNET USERS EXPERIENCE WITH
OFFICES AND OFFICES' WEBSITES
INTERNET USERS EXPERIENCE WITH OFFICES AND
OFFICES' WEBSITES
The vast majority of respondents in the past 12 months had to contact with the governmental
office or other public institution. At the same time, half of the respondents visited the office
website within last month.
Internet users contacted the governmental offices of an average of 6 times a year. Women more often had
to contact the office than men. Frequency of visiting such offices increase with the age of respondents.
The least contacts with the office have young people - 18-24-year-olds (average of 5 contacts), and the
highest number of contacts those aged 45-54 years (mean 8 contacts)
People with a high level of computer skills are more likely to contact the office on the websites.
As long as time of the last contact with the state office through the website is concerned, significantly
more women than men looked for information at such website within the last month. Young people (1824) less often than others visited office website.
Residents of Łódź Province and Mazovia Province had to contact the office most frequently in the past 12
months. People from Lublin Province had to contact the office the most rarely.
In the last year the office website was visited by many inhabitants Łódź Province and coastal provinces.
Compared to 2010, the number of people looking for information on the websites of state office in the last
month has decreased.
33
CONTACT WITH THE OFFICE
THE NUMBER OF CONTACTS WITH THE OFFICE WITHIN 12 MONTHS
1%
100%
2%
90%
80%
10%
AVERAGE NUMBER OF CONTACTS WITH THE OFFICE
WITHIN 12 MONTHS
15%
don't know
70%
13%
60%
50%
6 TIMES
many times
more than 10
5%
12%
6 to 10
5
4
40%
3
15%
30%
2
MOST PEOPLE HAD CONTACT WITH OFFICE
TWICE A YEAR
1
20%
15%
0
10%
13%
0%
QUESTION: P2. HOW MANY TIMES IN THE PAST 12 MONTHS IN YOUR LIFE HAVE OCCURRED INCIDENTS THAT REQUIRED CONTACT WITH THE AUTHORITIES AND OTHER PUBLIC
INSTITUTIONS (E.G. CHANGE IN MARITAL STATUS, ADDRESS, DISEASE, COMPLAINT REPORTING, BUSINESS ACTIVITIES, ETC.)?
34
PYT.: P2. ILE RAZY W CIĄGU OSTATNICH 12 MIESIĘCY MIAŁY MIEJSCE W TWOIM ŻYCIU ZDARZENIA WYMAGAJĄCE KONTAKTU Z URZĘDAMI LUB INNYMI INSTYTUCJAMI
PAŃSTWOWYMI
SEARCHING FOR INFORMATION OFFICES’ WEBSITES
LAST CONTACT WITH OFFICE VIA THE WEBSITE
never
later
between 6 and 12
months
6%
7%
9%
23%
55%
in the last 6
months
in the last month
QUESTION: P3. WHEN HAVE YOU RECENTLY BEEN SEEKING INFORMATION ON THE OFFICES’ WEBSITES OF?
35
PYT.: P3. KIEDY OSTATNIO POSZUKIWAŁEŚ INFORMACJI NA STRONACH INTERNETOWYCH URZĘDÓW?
SEARCHING FOR INFORMATION OFFICES’ WEBSITES
2012
2010
LAST CONTACT WITH OFFICE VIA THE WEBSITE
55%
in the last month
70%
23%
in the last 6 onths
17%
9%
between 6 and 12 months
3%
6%
later
4%
7%
never
6%
0%
10%
20%
30%
40%
50%
QUESTION: P3. WHEN HAVE YOU RECENTLY BEEN SEEKING INFORMATION ON THE OFFICES’ WEBSITES OF?
36
PYT.: P3. KIEDY OSTATNIO POSZUKIWAŁEŚ INFORMACJI NA STRONACH INTERNETOWYCH URZĘDÓW?
60%
70%
80%
90%
100%
INTERNET USERS EXPERIENCE WITH OFFICES AND
OFFICES' WEBSITES
Job offers, health, education and insurance issues are the most frequently searched
information on the state offices websites. Information about public tenders gets much less
attention.
Women more often than men try to find online job offers as well as information related to the social issues
- health, education, insurance and grants. On the other hand, men seek for information related to
completing specific issues - automotive, construction and business.
Young people often look on the websites for information about their personal development - jobs,
education and grants, funds and EU projects, including statistics and reports. Older respondents declared
more often looking for information concerning health, insurance and taxes.
Job offers and health issues are the most wanted information in all regions of Poland.
General interest in any information on state offices’ websites (especially info related to taxes and business)
declineded over the past two years.
37
The vast majority of people who visit public offices’ websites, evaluate them positively or
neutrally in terms of clarity, usefulness and ease of finding information.
Top-rated aspect of the state offices websites is clarity of information. Ease of finding needed information
on such websites received the worst opinions.
Interestingly, men and young people are more skeptical in the assessment of public offices websites.
Level of computer skills seem to play significant role in the perception of the intelligibility of information on
the websites. People who use the computer in incomplete range (e.g. they cannot edit any content, do not
use the printer) judge websites worse. Similar importance should be given to level of internet skills - the
higher this level, the better website rating.
State offices’ websites are top rated in all aspects in Pomerania and Wielkopolska.
People living in southern regions of Poland evaluated ease of finding information significantly more critical
than other respondents.
Compared to 2010, more people perceive positively intelligibility and ease of finding information at the
governmental websites.
38
positively
rather positively
neutral
rather negatively
negatively
intelligibility of information
26%
utility of information
26%
ease of finding needed information
40%
38%
23%
0%
10%
23%
30%
40%
25%
50%
60%
70%
QUESTION: P6. HOW DO YOU ASSESS THE OFFICE WEBSITE ON WHICH YOU HAVE RECENTLY BEEN SEEKING INFORMATION- IN TERMS OF:
BASE: N = 4560 [RESPONDENTS WHO HAVE EVER SEARCHED FOR INFORMATION AT OF OFFICES' WEBSITES]
39
PYT.: P6. JAK OCENIASZ STRONĘ WWW URZĘDU, NA KTÓREJ OSTATNIO POSZUKIWAŁEŚ INFORMACJI POD WZGLĘDEM
11%
80%
2%
7% 2% 2%
24%
35%
20%
6% 3%
90%
4%
2%
100%
EVALUATION OF OFFICES' WEBSITES [TOP2BOXES – POSITIVELY OR RATHER POSITIVELY]
LEVEL OF IT SKILLS
COMPUTER low
medium
high
INTERNET
medium
high
low
55%
68%
65%
45%
65%
71%
59%
66%
64%
utility of information
54%
64%
68%
59%
63%
54%
50%
57%
59%
0%
40
10%
20%
30%
40%
50%
60%
70%
QUESTION : P6. HOW DO YOU ASSESS THE OFFICE WEBSITE ON WHICH YOU HAVE RECENTLY BEEN SEEKING INFORMATION- IN TERMS OF:
BASE: N = 4560 [RESPONDENTS WHO HAVE EVER SEARCHED FOR INFORMATION AT OF OFFICES' WEBSITES] –
LEVEL OF IT SKILLS COMPUTER: LOW: N = 214/ MEDIUM: N = 1910/ HIGH: N = 2437// LEVEL OF IT SKILLS INTERNET: LOW: N = 75/ MEDIUM: N =
3582/ HIGH: N = 903
PYT.: P6. JAK OCENIASZ STRONĘ WWW URZĘDU, NA KTÓREJ OSTATNIO POSZUKIWAŁEŚ INFORMACJI POD WZGLĘDEM:
80%
90%
100%
with color
2012
2010
EVALUATION OF OFFICES' WEBSITES [TOP2BOXES – POSITIVELY OR RATHER POSITIVELY]
66%
58%
58%
57%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
* In 2010 „Usability of information” was not included into research.
QUESTION : P6. HOW DO YOU ASSESS THE OFFICE WEBSITE ON WHICH YOU HAVE RECENTLY BEEN SEEKING INFORMATION- IN TERMS OF:
BASE 2012: N = 4560 [RESPONDENTS WHO HAVE EVER SEARCHED FOR INFORMATION AT OF OFFICES' WEBSITES]
BASE 2010: N = 3120 [RESPONDENTS WHO HAVE EVER SEARCHED FOR INFORMATION AT OF OFFICES' WEBSITES]
41
PYT.: P6. JAK OCENIASZ STRONĘ WWW URZĘDU, NA KTÓREJ OSTATNIO POSZUKIWAŁEŚ INFORMACJI POD WZGLĘDEM: [2 NAJWYŻSZE – POZYTYWNIE, RACZEJ POZYTYWNIE]
SETTLING OFFICIAL MATTERS ON THE INTERNET
Despite the fact that almost 90% of people over the last 12 months, previewed the office,
only 30% have tried to settle an issue via internet.
Most of those who have tried to place an issue via website, evaluate the process positively or
neutrally. Among negative opinions, inability to resolve the matter online plays a great role.
Official matters are handled by the net more often by men. The frequency of using this medium to attend
the official matters increases with age and the level of computer skills.
People above 45 years-old and those, who have computer skills on medium or high level are the most
satisfied with the way the office deal with their cases. The main reason for dissatisfaction with the service
provided by the office's is inability to resolve the matter through internet. For the quarter surveyed
respondents settlement of the case was too complicated, too long or they experienced some technical
problems.
Residents of the western area of Poland more often than people from the eastern regions declared using
the possibility of settling official matters through the web. However, place of residence does not affect their
evaluation of the process (Mazovia Province residents are the most satisfied).
42
ALL RESPONDENTS
YES
Have not tried
QUESTION: P7. HAVE YOU TRIED TO SETTLE AN OFFICIAL MATTER ON THE INTERNET IN THE PAST 12 MONTHS?
43
PYT.: P7. CZY PRÓBOWAŁEŚ/AŚ ZAŁATWIĆ JAKĄŚ SPRAWĘ URZĘDOWĄ PRZEZ INTERNET W CIĄGU OSTATNICH 12 MIESIĘCY?
EVALUATION OF SETTLING MATTER BY THE OFFICE
REASONS OF DISSATISFACTION WITH OFFICE SERVICES
I found out that the settlement of
the whole thing is impossible on the
Internet
100%
12%
65%
90%
80%
26%
A settlement of the matter was too
complex, had incomprehensible
description
25%
Settlement of the matter took
longer than expected
24%
15%
70%
60%
there were technical problems
24%
negatively
rather negatively
neutral
50%
rather positively
positively
40%
The form to fill out was too difficult,
with no explanation, or to
incomprehensible
17%
other reasons
6%
32%
30%
no office reaction or response
2%
20%
0%
10%
20%
40%
60%
80%
100%
18%
0%
44
QUESTION.: P8. HOW DO YOU EVALUATE A SETTLEMENT OF THE MATTER
BY THE OFFICE?
BASE: N = 1508 [RESPONDENTS WHO WERE SETTLING OFFICIAL
BUSINESS VIA THE INTERNET
PYT.: P8. JAK OCENIASZ SPOSÓB ZAŁATWIENIA SPRAWY PRZEZ URZĄD?
QUESTION: P9. WHY ARE YOU DISSATISFIED WITH THE SERVICES PROVIDED BY THE OFFICE VIA THE
INTERNET?
BASE: N = 400 [RESPONDENTS WHO WERE DISSATISFIED WITH THE SERVICE PROVIDED BY THE OFFICE
PYT.: P9. DLACZEGO JESTEŚ NIEZADOWOLONY Z USŁUGI WYŚWIADCZONEJ PRZEZ URZĄD PRZEZ INTERNET?
NEEDS IN CONTACT WITH THE OFFICE
Respondents do not need to co-create office services. Above all, they want to get information
how and where they can do the job.
They consider the possibility of contact with the office via the internet and choose a convenient way of
such contacts (in person, online, phone, letter) as needed.
In most cases, women are more likely to express their needs related to contact with the office - they
expect information on how and where they can settle an office matter, what are their civil rights and
responsibilities. Also women want to choose the way of communication with state office, get personalized
information and notifications. On the other hand, men more often than women expect to participate in the
consultations about creation new office services.
The possibility of settling matters via internet would be appreciated especially by the people aged 25-54
years old. Older and disabled respondents expect more often adaptation of services and information to
their needs.
Distribution of the most important needs in all provinces is similar to the general population.
Respondents mostly need information on where to settle the matter, also they need the ability to choose
the way of communication. Opportunity to settle matters on the internet turned out to be very important in
eastern region. Respondents living in the western areas of Poland find information about civil rights and
clarification of procedures as more crucial.
45
I need
I rather need
neutral
I rather don't need
I don't need
information how and where I can settle the matter
37%
ability to choose a convenient way of communication with the office
(personaly, by e-mail, via the Internet, by mail, by phone)
48%
33%
possibility of settlement of matters and contacting the office via the
Internet
13%
48%
29%
16%
46%
1%1%
2% 1%
20%
3% 2%
explanation of the settlement procedure and possibility to check the
progress in its implementation
27%
48%
20%
3% 2%
information about the rights and responsibilities: what are citizens
rights and what the conditions are
26%
49%
21%
3% 1%
the possibility of getting the office of personalized information,
notifications and guidelines
20%
adjustment of services and information for people with disabilities
participate in the consultations about creation and modification
services office
14%
47%
22%
10%
0%
10%
27%
40%
33%
20%
30%
10%
43%
40%
50%
60%
70%
QUESTION: P10. WHICH OF THE FOLLOWING OPTIONS RELATED TO SETTLING MATTERS AND CONTACTING THE OFFICES YOU NEED?
46
PYT.: P10. W JAKIM STOPNIU NASTĘPUJĄCE MOŻLIWOŚCI ZWIĄZANE Z ZAŁATWIANIEM SPRAW I KONTAKTOWANIEM SIĘ Z URZĘDAMI SĄ CI POTRZEBNE?
4%
2%
13%
10% 4%
80%
90%
100%
LIMITATIONS ON THE USE OF OFFICE SERVICES VIA THE
INTERNET
The main reason that limits the use of state office services via internet, is the necessity of a
personal appearance at the office. Anothet barrier is small range of services available to be
settled online. Moreover, polish internet users present general little trust in internet as a
medium.
Internet as a medium of contact with state offices finds less trust among women than men. They are
afraid to use the internet in official matters and they worry whether the matter will be handled in an
appropriate manner. What is more, they miss information on how to settle the matter proprely. In addition,
they experience difficulties in completing the online forms. On the other hand, men criticize the scope or
absence of some services.
For older respondents lack of specific services less often seen as a limitation. In addition, age has an
impact on the sense of limitations - older people often prefer the direct contact and are discouraged by the
bad experiences.
Both level of computer skills and internet experience directly influences the perception of the limitations
while contacting the state office via internet. People with medium or high level of IT skill can find such
limitations in almost every aspect of using public wlebsites. It is worth to mention that people without
computer skills more often were not able to determine the specific limitations in use of online services of
public offices.
Limitations on the use of office services via the internet in all provinces are the same. The exception is
Mazovia Province and West Pomerania Province, where lack of needed services seems to be problematic.
47
Compared to 2010, the number of people who are afraid of using internet in official matters and prefer
direct contact with the officer has decreased.
INTERNET
ALL RESPONDENTS
After all, I have to appear in person at the office (for example, to
sign or receive the document)
63%
A small range of available services
49%
Uncertainty whether matter will be properly settled
48%
Lack of information about how to settle the matter
41%
Lack of services that I would have
37%
It is difficult to fill in the forms myself
20%
I prefer direct contact with official
19%
I'm afraid to use the Internet in official matters
16%
I tried, but I had a bad experience
9%
other
1%
4%
I don't feel limitations
4%
0%
10%
20%
30%
40%
50%
60%
70%
80%
QUESTION P11. WHAT IS LIMITING YOU WHILE USING OFFICE SERVICES VIA INTERNET? WHAT IS LIMITING YOU WHILE USING OFFICE SERVICES VIA INTERNET?
48
PYT.: P11. CO CIĘ OGRANICZA W KORZYSTANIU Z USŁUG URZĘDÓW PRZEZ INTERNET? ZAZNACZ WSZYSTKIE PASUJĄCE ODPOWIEDZI.
90%
100%
INTERNET
2012
2010
After all, I have to appear in person at the office (for example, to
sign or receive the document)
63%
56%
49%
A small range of available services
37%
48%
Uncertainty whether matter will be properly settled
44%
41%
Lack of information about how to settle the matter
33%
37%
Lack of services that I would have
23%
20%
It is difficult to fill in the forms myself
11%
19%
I prefer direct contact with official
26%
16%
I'm afraid to use the Internet in official matters
20%
9%
I tried, but I had a bad experience
4%
1%
other
1%
4%
I don't feel limitations
4%
10%
5%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
QUESTION P11. WHAT IS LIMITING YOU WHILE USING OFFICE SERVICES VIA INTERNET? WHAT IS LIMITING YOU WHILE USING OFFICE SERVICES VIA INTERNET?
Statistically significant differences between 2012 and 2010
49
PYT.: P11. CO CIĘ OGRANICZA W KORZYSTANIU Z USŁUG URZĘDÓW PRZEZ INTERNET? ZAZNACZ WSZYSTKIE PASUJĄCE ODPOWIEDZI.
AWARENESS OF ELECTRONIC PLATFORM OF PUBLIC
ADMINISTRATION SERVICES (ePUAP)
Approximately ¼ of all respondents had ever heard about the Electronic Platform of Public
Administration Services (ePUAP) and trusted ePUAP profile.
The ePUAP platform and trusted ePUAP profile were recognized more often by men and those with high
level of computer skills.
18-24-year-old respondents were significantly less aware of these two tools. Their level of knowledge was
reflecting level of those, who declared not having their own computer.
Residents of the northern provinces, Mazovia Province and Opole Province delared better knowledge aboth
ePUAP and its trusted profile if compared to other regions. Respondents living in eastern regions were the
least familiar with these tools.
Compared to 2010, significantly more people declare that they have ever heard about ePUAP platform.
50
nie
tak
AWARENESS OF TRUSTED PROFILE AS A FORM
OF DIGITAL SIGNATURE
nie
tak
QUESTION: P12. HAVE YOU HEARD OF THE ELECTRONIC PLATFORM OF PUBLIC
QUESTION: P13. HAVE YOU HEARD ABOUT THE TRUSTED PROFILE OR TRUSTED EPUAP
ADMINISTRATION SERVICES - EPUAP, WHICH HELPS TO SETTLE OFFICIAL MATTERS
PROFILE, WHICH ACTS AS A FREE ELECTRONIC SIGNATURE IN CONTACTS WITH THE
VIA INTERNET?
PUBLIC ADMINISTRATION?
51
PYT.: P12. CZY SŁYSZAŁEŚ/AŚ O ELEKTRONICZNEJ PLATFORMIE USŁUG ADMINISTRACJI PUBLICZNEJ EPUAP, DZIĘKI KTÓREJ MOŻNA ZAŁATWIAĆ SPRAWY URZĘDOWE DROGĄ ELEKTRONICZNĄ?
PYT.: P13. CZY SŁYSZAŁEŚ/AŚ O PROFILU ZAUFANYM LUB PROFILU ZAUFANYM EPUAP, KTÓRY PEŁNI ROLĘ
BEZPŁATNEGO PODPISU ELEKTRONICZNEGO W KONTAKTACH Z ADMINISTRACJĄ PUBLICZNĄ?
AWARENESS OF ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES (ePUAP)
yes
2012
no
26%
2010
74%
23%
0%
10%
77%
20%
30%
40%
50%
60%
70%
80%
90%
100%
QUESTION: P12. HAVE YOU HEARD OF THE ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES - EPUAP, WHICH HELPS TO SETTLE OFFICIAL MATTERS VIA INTERNET?
52
ABOUT POLISH INTERNET RESEARCH
Polskie Badania Internetu (Polish Internet Research) is an Internet research company formed by
leading publishers in Poland, owners of the largest Internet sites in the country: AGORA SA, GG
Network S.A, Interia.pl Sp. z o.o., MURATOR S.A., Onet.pl SA, Polskapresse Sp. z o.o., Redefine
Sp. z o.o., Ringier Axel Springer Polska Sp. z o.o, Wirtualna Polska SA with the purpose of
establishing a standard for Internet research and analyses in Poland.
PBI is promoting credible and reliable analyses of the Polish Internet, seen as necessary tools for
all entities using on-line advertising.
The mission of PBI is to contribute to the development of the Polish Internet, as a thoroughly
analyzed and credible medium for advertisers, advertising agencies, investors and companies,
whose business activities are connected with the Internet.
PBI is carrying out the Megapanel PBI/Gemius study, being a standard for measuring viewership
rates of Internet sites in Poland. The study is being carried out by Gemius S.A. under agreement
with PBI.
PBI is also realizing other types of marketing research including ad-hoc, syndicate and noncommercial studies, promoting market awareness and knowledge of the Internet medium
www:
e-mail:
telephone:
fax:
address:
share capital :
53
http://pbi.org.pl
[email protected]
(48 22) 6307268
(48 22) 6307267
Al. Jerozolimskie 65/79, 00-697 Warszawa
611 400,00 zł

E- GOVERNMENT IN THE SIGHT OF INTERNET USERS - 2012 -

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