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Citizen Engagement

New Zealand reveals drivers for citizen satisfaction

By Adrienne Valdez | 8 March 2011

The State Services Commission surveyed citizens to identify the key drivers of citizen satisfaction with online public services, whether for carrying out a transaction or obtaining information.

In total 1644 citizens who have visited a public service website in the past 12 months had been polled.

Comparisons are drawn against the Kiwis Count 2009 (experiences and views of public service survey) which stated that public service through the internet, if made easy and user-friendly, would be more encouraging to access. This matches the “straightforward process” and “easy site navigation” drivers for online public service.

Other aspects mentioned in the Kiwis Count 2009 channels report are privacy and security related. As the channels included walk-in office assistance and phone calls, citizens were particular about privacy protection and security improvement.

However, neither privacy issues nor security concerns was featured as a key driver for online public service satisfaction, not even for transaction purposes. The qualitative research shows that public service websites are trusted to be secure and to keep information provided by individuals as confidential.

The SSC conducted the study, not only to understand how New Zealanders experience public services, but also to gain insights on how services can be improved.

Two of the drivers of satisfaction with public services delivered online are the same as the overall drivers of satisfaction with public services, as reported in the Kiwis Count 2009: “the service experience met my expectation and it’s an example of good value for tax dollars spent”.

Also, both studies say the most important driver is “the service experience met my expectations”.

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