eGovernment Benchmark 2012 Report
According to the eGovernment Benchmark 2012 report, almost half of EU citizens (46%) now go online to look for a job, use the public library, file a tax return, register a birth, apply for a passport or use other eGovernment services.
80% say online public services save them time, 76% like the flexibility and 62% say they save money. But these users are more satisfied with online banking (8.5 satisfaction rating on a scale of 0 to 10), and online shopping (7.6) than with public services online (6.5).
The most popular services were declaring income taxes (73% of users declare taxes online), moving or changing address (57%) and enrolling in higher education and/or applying for student grant (56%).
While 54% of those surveyed still prefer face-to face contact or other traditional channels, at least 30% of them indicated they could also be regular eGovernment users if more relevant services were provided.
47% of eGovernment users got all they wanted from online services, 46% only partially received what they were looking for.
The report also signals that improvements are needed to online services for important life events like losing or finding a job, setting up a company and registering for studying.
The eGovernment Benchmark 2012 report surveyed 28 000 internet users across 32 countries.