E- GOVERNMENT IN THE SIGHT OF INTERNET USERS

Transcription

1 E- GOVERNMENT IN THE SIGHT OF INTERNET USERS Presentation of the results of a study commissioned by the Ministry of Administration and Digitization Warsaw, October

2 TABLE OF CONTENTS Objective of the survey Methodology The sample structure The main findings Survey results Internet impact on daily life Internet impact on daily life IT skills Computer and internet skills 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 Internet users experience with offices and offices' websites Evaluation of offices' websites Settling official matters on the Internet Needs in contact with the office Limitations on the use of office services via the internet Awareness of Electronic Platform of Public Administration Services (epuap)

3 OBJECTIVE OF THE SURVEY

4 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

5 METHODOLOGY

6 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 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 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

7 THE SAMPLE STRUCTURE

8 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. SEX Woman 49,8% Man 50,2% SIZE OF CITY OF RESIDENCE Village 21,2% City up to residents 22,0% City residents 13,3% City residents 10,7% City residents 13,9% City more than residents 18,8% AGE y.o. 23,2% y.o. 32,8% y.o. 24,7% y.o. 10,5% y.o. 6,6% y.o. 1,9% 75 y.o. and more 0,2% EDUCATION incomplete primary 0,2% primary 1,4% lower secondary 2,2% vocational 9,1% incomplete secondary 3,8% secondary 30,3% college 13,4% bachelor 7,8% incomplete higher 5,8% higher (MA) 26,2% postgraduate/ MBA 0,2% financial situation 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% 8

9 THE SAMPLE STRUCTURE REGION Lower Silesia Province 6,5% Kujawy-Pomerania Province 6,2% Lublin Province 6,3% Lubuskie Province 6,2% Łódź Province 6,5% Małopolska Province 6,2% Mazovia Province 6,8% Opole Province 6,3% Podkarpacie Province 6,1% Podlasie Province 6,2% Pomerania Province 6,1% Silesia Province 6,4% Świętokrzyskie Province 6,2% Warmia-Masuria Province 6,1% Wielkopolska Province 6,4% West Pomerania Province 5,6% PROFESSIONAL STATUS CEO, president, senior director 1,3% lower-level manager 5,6% specialist, freelancer 16,0% owner of company employing people 0,9% an entrepreneur 5,4% official 6,2% sales manager 14,0% laborer, worker 9,1% farmer 0,5% policeman, military 0,9% housewife 4,1% pupil, student 16,2% pensioner, 7,9% unemployed 9,9% other 0,5% healthcare professional 0,4% education employee 1,0% LEVEL COMPUTER SKILLS COMPUTER INTERNET Low level 4,3% 1,7% DISABILITY No 93,7% Yes 6,2% Medium level 38,2% 77,9% High level 57,4% 20,4% 9

10 THE MAIN FINDINGS

11 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.

12 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.

13 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.

14 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).

15 SURVEY RESULTS

16 INTERNET IMPACT ON DAILY LIFE

17 INTERNET IMPACT ON DAILY LIFE 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

18 INTERNET IMPACT ON DAILY LIFE positively rather positively neutral rather negatively negatively don't know, hard to say knowledge about world INTERNET IMPACT ON: 0,2% 60% 28% 10% 0,3% 1% hobby, interests 58% 27% 12% 0,3% 1% 2% relations with friends 50% 30% 17% 1% 1% 1% making new friends 41% 29% 26% 1% 2% 2% relations with family 32% 29% 33% 1% 3% 2% knowledge about politics 30% 31% 31% 2% 2% 3% professional qualifications 30% 29% 36% 1% 1% 3% participation in culture and art. 27% 34% 32% 1% 2% 3% income, material situation 19% 22% 51% 1% 2% 4% handling official matters 12% 24% 51% 6% 2% 4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR BASE: N = 4902 [ALL RESPONDENTS] 18 PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE

19 INTERNET IMPACT ON DAILY LIFE BY AGE knowledge about world hobby, interests relations with friends making new friends relations with family knowledge about politics professional qualifications participation in culture and art. income, material situation handling official matters y.o y.o y.o y.o. 55+ y.o. INTERNET IMPACT ON: [TOP2BOXES - POSITIVELY, RATHER POSITIVELY] 87% 88% 89% 91% 88% 85% 86% 85% 85% 82% 79% 80% 79% 82% 82% 76% 72% 69% 67% 63% 52% 61% 62% 62% 69% 55% 60% 61% 63% 71% 61% 63% 59% 53% 46% 64% 60% 59% 62% 66% 40% 46% 42% 38% 28% 31% 37% 37% 44% 41% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 19 QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR [TOP2BOX POSITIVELY, RATHER POSITIVELY ] BASE: N = 4902 [ALL RESPONDENTS] Y.O.: N = 1088/ Y.O.: N = 1472/ Y.O.: N = 1024/ Y.O.: N = 704/ MORE THAT 55 Y.O.: N = 615 PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE [TOP2BOX POZYTYWNIE, RACZEJ POZYTYWNIE] Statistically significant differences between the age groups are marked with color

20 INTERNET IMPACT ON DAILY LIFE BY LEVEL OF IT SKILLS knowledge about world hobby, interests relations with friends LEVEL OF IT SKILLS COMPUTER low medium high INTERNET IMPACT ON: [TOP2BOXES - POSITIVELY, RATHER POSITIVELY] 68% 85% 93% 62% 82% 90% 63% 80% 81% making new friends 59% 68% 73% relations with family 58% 58% 64% knowledge about politics 40% 58% 66% professional qualifications 37% 51% 66% participation in culture and art. 40% 59% 67% income, material situation 29% 37% 45% handling official matters 23% 39% 36% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 20 QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR [TOP2BOX POSITIVELY, RATHER POSITIVELY ] BASE: N = 4902 [ALL RESPONDENTS] LEVEL OF IT SKILLS COMPUTER: LOW: N = 259/ MEDIUM: N = 2082/ HIGH: N = 2561 PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE [TOP2BOX POZYTYWNIE, RACZEJ POZYTYWNIE] Statistically significant differences between groups of IT skill level are marked with color

21 INTERNET IMPACT ON DAILY LIFE BY LEVEL OF IT SKILLS knowledge about world hobby, interests relations with friends INTERNET IMPACT ON: [TOP2BOXES - POSITIVELY, RATHER POSITIVELY] 50% 88% 92% 42% 47% LEVEL OF IT SKILLS INTERNET low medium high 81% 81% 85% 88% making new friends 45% 71% 72% relations with family 47% 60% 63% knowledge about politics 34% 59% 72% professional qualifications 26% 56% 69% participation in culture and art. 27% 61% 70% income, material situation 27% 39% 49% handling official matters 28% 34% 51% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 21 QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR [TOP2BOX POSITIVELY, RATHER POSITIVELY ] BASE: N = 4902 [ALL RESPONDENTS] LEVEL OF IT SKILLS INTERNET: LOW: N = N = 102/ MEDIUM: N = 3386/ HIGH: N = 935 PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE [TOP2BOX POZYTYWNIE, RACZEJ POZYTYWNIE] Statistically significant differences between groups of IT skill level are marked with color

22 INTERNET IMPACT ON DAILY LIFE COMPARISON OF YEARS knowledge about world hobby, interests INTERNET IMPACT ON: [TOP2BOXES - POSITIVELY, RATHER POSITIVELY] 88% 93% 85% 88% relations with friends 65% 80% making new friends 47% 71% relations with family 52% 61% knowledge about politics 61% 83% professional qualifications participation in culture and art. 58% 62% 61% 68% income, material situation handling official matters 32% 30% 37% 41% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P14. HOW USING THE INTERNET AFFECTED YOUR [TOP2BOX POSITIVELY, RATHER POSITIVELY ] BASE 2012: N = 4902 [ALL RESPONDENTS] BASE 2010: N = 3120 [ALL RESPONDENTS] 22 PYT.: P14. JAK KORZYSTANIE Z INTERNET WPŁYNĘŁO NA TWOJE [TOP2BOX POZYTYWNIE, RACZEJ POZYTYWNIE] Statistically significant differences between 2012 and 2010

23 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 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

24 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% 45% 1% 3% 13% My job requires having basic computer skills (MS Office, web browser) 32% 26% 9% 9% 23% With computer skills, you can find a better payed job 32% 38% 1% 4% 25% Computer literacy is required to obtain or change jobs 32% 43% 2% 4% 20% My work requires a specialized computer skills (database, etc.) 16% 25% 16% 12% 30% My employer cares about development of my computer skills, offering me trainings 7% 15% 18% 20% 40% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P15. TO WHAT EXTENT DO YOU AGREE WITH THE FOLLOWING STATEMENTS ABOUT IT SKILLS? BASE: N = 4902 [ALL RESPONDENTS] 24 PYT.: P15. W JAKIM STOPNIU ZGADZASZ SIĘ Z PONIŻSZYMI STWIERDZENIAMI DOTYCZĄCYMI UMIEJĘTNOŚCI INFORMATYCZNYCH ZWIĄZANYMI Z OBSŁUGĄ KOMPUTERA I INTERNETU?

25 IT SKILLS BY LEVEL OF IT SKILLS LEVEL OF IT SKILLS low medium high COMPUTER low medium INTERNET high My computer skills are adequate for my needs My job requires having basic computer skills (MS Office, web browser) With computer skills, you can find a better payed job Computer literacy is required to obtain or change jobs My work requires a specialized computer skills (database, etc.) My employer cares about development of my computer skills, offering me trainings IT SKILLS [TOP2BOXES I AGREE COMPLETELY OR RATHER AGREE] 21% 24% 21% 23% 15% 22% 23% 17% 21% 32% 29% 36% 37% 37% 38% 46% 53% 54% 53% 52% 56% 58% 64% 69% 69% 72% 72% 76% 76% 74% 78% 82% 82% 82% 91% 91% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 25 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 PYT.: P15. W JAKIM STOPNIU ZGADZASZ SIĘ Z PONIŻSZYMI STWIERDZENIAMI DOTYCZĄCYMI UMIEJĘTNOŚCI INFORMATYCZNYCH ZWIĄZANYMI Z OBSŁUGĄ KOMPUTERA I INTERNETU? Statistically significant differences between groups of IT skill level are marked with color

26 COMPUTER AND INTERNET SKILLS IT SKILLS - COMPUTER The use of peripheral devices (printer, scanner) 83% Detect and solve the problem with your computer Create and edit a table in a text editor Using graphics programs Create and edit charts in a spreadsheet Combining information, tables, charts from various sources into one 68% 65% 60% 58% 57% Information management in databases 46% none of the above 5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P16. ARE YOU ABLE TO DO ACTIVITIES RELATED TO USING PC? BASE: N = 4902 [ALL RESPONDENTS] PYT.: P16. CZY WYKONYWAŁEŚ JUŻ NASTĘPUJĄCE CZYNNOŚCI ZWIĄZANE Z OBSŁUGĄ KOMPUTERA? IT SKILLS - INTERNET Create an account Buying or selling in the Internet Handling with bank account via the Internet 82% 88% 86% Setting up for 64% Send information / document to the office with a trusted profile epuap 20% The use of electronic signatures 13% none of the above 2% 26 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P16. ARE YOU ABLE TO DO ACTIVITIES RELATED TO USING INTERNET? BASE: N = 4902 [ALL RESPONDENTS] PYT.: P17. CZY WYKONYWAŁEŚ JUŻ NASTĘPUJĄCE CZYNNOŚCI ZWIĄZANE Z KORZYSTANIEM Z INTERNETU?

27 THE IMPORTANCE OF THE INTERNET IN THE KEY AREAS OF PUBLIC LIFE

28 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 year-olds) appreciate the fact that the Internet gives them access to job offers 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 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

29 THE IMPORTANCE OF THE INTERNET IN THE KEY AREAS 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

30 THE IMPORTANCE OF THE INTERNET IN THE KEY AREAS 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% 32% 3% 2% 6% Access to information and consumer rights advice via Internet 46% 42% 2% 1% 8% Ability to work from home (online or by telephone) 45% 38% 4% 2% 10% Arranging a visit to the doctor via the internet / 47% 34% 6% 3% 10% Having a single document with chip replacing ID card, health card,etc. 48% 30% 5% 4% 14% Access to health/disease history via the Internet 42% 35% 6% 3% 13% Access to library catalogs via the Internet 36% 39% 7% 3% 15% Opportunity for parents to communicate with the school via the Internet 41% 33% 7% 6% 14% Access to information, reports, statistical data published by government departments and other public institutions via Internet 33% 40% 7% 3% 17% Vote online in local government, parliament elections 35% 32% 10% 7% 15% Participating in the public consultations abiut laws, regulations and resolutions of local authorities via the Internet 25% 37% 11% 5% 22% Watching collections of museums and galleries via the Internet 18% 33% 17% 6% 25% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P1. HOW IMPORTANT ARE THE FOLLOWING ISSUES TO YOU? BASE: N = 4902 [ALL RESPONDENTS] 30 PYT.: P1. NA ILE WAŻNE SĄ DLA CIEBIE NASTĘPUJĄCE SPRAWY?

31 THE IMPORTANCE OF THE INTERNET IN THE KEY AREAS OF PUBLIC LIFE COMPARISON OF YEARS Access to job offers via Internet, including Labour Office databases Access to information and consumer rights advice via Internet Ability to work from home (online or by telephone) Arranging a visit to the doctor via the internet / Having a single document with chip replacing ID card, health card,etc. Access to health/disease history via the Internet Access to library catalogs via the Internet Opportunity for parents to communicate with the school via the Internet Access to information, reports, statistical data published by government departments and other public institutions via Internet Vote online in local government, parliament elections IMPORTANCE OF [TOP2BOXES IMPORTANT OR RATHER IMPORTANT] 89,4% 64,5% 60,2% 48,3% 52,1% 53,0% 60,1% 88,5% 84,9% 85,8% 83,4% 67,5% 75,6% 67,1% 80,7% 77,4% 68,6% 77,3% 75,0% 78,0% 71,3% 67,6% 73,6% 73,5% 88,1% Participating in the public consultations abiut laws, regulations and resolutions of local authorities via the Internet Watching collections of museums and galleries via the Internet 62,0% 64,6% 51,5% 46,2% 58,5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 31 QUESTION: P1. HOW IMPORTANT ARE THE FOLLOWING ISSUES TO YOU? [TOP2BOXES IMPORTANT OR RATHER IMPORTANT] BASE 2012: N = 4902 [ALL RESPONDENTS] BASE 2010: N = 3120 [ALL RESPONDENTS] BASE 2008: N = 1693 [ALL RESPONDENTS] PYT.: P1. NA ILE WAŻNE SĄ DLA CIEBIE NASTĘPUJĄCE SPRAWY? Statistically significant differences between 2012 and 2010 between 2012 a 2008

32 INTERNET USERS EXPERIENCE WITH OFFICES AND OFFICES' WEBSITES

33 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 year-olds (average of 5 contacts), and the highest number of contacts those aged 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 (18-24) 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

34 CONTACT WITH THE OFFICE THE NUMBER OF CONTACTS WITH THE OFFICE WITHIN 12 MONTHS 100% 1% 2% 90% 10% 80% 15% AVERAGE NUMBER OF CONTACTS WITH THE OFFICE WITHIN 12 MONTHS don't know 6 TIMES 70% 60% 13% 5% many times more than 10 6 to 10 50% 12% % 30% 15% MOST PEOPLE HAD CONTACT WITH OFFICE TWICE A YEAR 20% 15% 0 10% 13% 0% 34 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.)? BASE: N = 4902 [ALL RESPONDENTS] PYT.: P2. ILE RAZY W CIĄGU OSTATNICH 12 MIESIĘCY MIAŁY MIEJSCE W TWOIM ŻYCIU ZDARZENIA WYMAGAJĄCE KONTAKTU Z URZĘDAMI LUB INNYMI INSTYTUCJAMI PAŃSTWOWYMI

35 SEARCHING FOR INFORMATION OFFICES WEBSITES LAST CONTACT WITH OFFICE VIA THE WEBSITE later never between 6 and 12 months 9% 6% 7% 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? BASE: N = 4902 [ALL RESPONDENTS] 35 PYT.: P3. KIEDY OSTATNIO POSZUKIWAŁEŚ INFORMACJI NA STRONACH INTERNETOWYCH URZĘDÓW?

36 SEARCHING FOR INFORMATION OFFICES WEBSITES COMPARISON OF YEARS LAST CONTACT WITH OFFICE VIA THE WEBSITE in the last month 55% 70% in the last 6 onths 17% 23% between 6 and 12 months 3% 9% later 4% 6% never 7% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 36 QUESTION: P3. WHEN HAVE YOU RECENTLY BEEN SEEKING INFORMATION ON THE OFFICES WEBSITES OF? BASE 2012: N = 4902 [ALL RESPONDENTS] BASE 2010: N = 3120 [ALL RESPONDENTS] PYT.: P3. KIEDY OSTATNIO POSZUKIWAŁEŚ INFORMACJI NA STRONACH INTERNETOWYCH URZĘDÓW? Statistically significant differences between 2012 and 2010

37 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

38 EVALUATION OF OFFICES' WEBSITES 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

39 EVALUATION OF OFFICES' WEBSITES positively rather positively neutral rather negatively negatively don't know, hard to say EVALUATION OF OFFICES' WEBSITES intelligibility of information 26% 40% 23% 6% 3% 2% utility of information 26% 38% 24% 7% 2% 2% ease of finding needed information 23% 35% 25% 11% 4% 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 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

40 EVALUATION OF OFFICES' WEBSITES BY LEVEL OF IT SKILLS LEVEL OF IT SKILLS COMPUTER low medium high INTERNET low medium high intelligibility of information EVALUATION OF OFFICES' WEBSITES [TOP2BOXES POSITIVELY OR RATHER POSITIVELY] 55% 68% 65% 45% 65% 71% 59% utility of information 54% 66% 64% 64% 68% 59% 63% ease of finding needed information 50% 54% 57% 59% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 40 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: Statistically significant differences between groups of IT skill level are marked with color

41 EVALUATION OF OFFICES' WEBSITES COMPARISON OF YEARS EVALUATION OF OFFICES' WEBSITES [TOP2BOXES POSITIVELY OR RATHER POSITIVELY] 66% intelligibility of information 58% 58% ease of finding needed information 57% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% * In 2010 Usability of information was not included into research. 41 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] Statistically significant differences between 2012 and 2010 PYT.: P6. JAK OCENIASZ STRONĘ WWW URZĘDU, NA KTÓREJ OSTATNIO POSZUKIWAŁEŚ INFORMACJI POD WZGLĘDEM: [2 NAJWYŻSZE POZYTYWNIE, RACZEJ POZYTYWNIE]

42 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

43 SETTLING OFFICIAL MATTERS ON THE INTERNET ALL RESPONDENTS SETTLING OFFICIAL MATTERS ON THE INTERNET Have not tried YES QUESTION: P7. HAVE YOU TRIED TO SETTLE AN OFFICIAL MATTER ON THE INTERNET IN THE PAST 12 MONTHS? BASE: N = 4902 [ALL RESPONDENTS] 43 PYT.: P7. CZY PRÓBOWAŁEŚ/AŚ ZAŁATWIĆ JAKĄŚ SPRAWĘ URZĘDOWĄ PRZEZ INTERNET W CIĄGU OSTATNICH 12 MIESIĘCY?

44 SETTLING OFFICIAL MATTERS ON THE INTERNET EVALUATION OF SETTLING MATTER BY THE OFFICE REASONS OF DISSATISFACTION WITH OFFICE SERVICES 100% 90% 12% I found out that the settlement of the whole thing is impossible on the Internet 65% there were technical problems 26% 80% 70% 15% A settlement of the matter was too complex, had incomprehensible description 25% 60% 24% negatively Settlement of the matter took longer than expected 24% 50% rather negatively neutral rather positively The form to fill out was too difficult, with no explanation, or to incomprehensible 17% 40% 30% 32% positively other reasons 6% no office reaction or response 2% 20% 0% 20% 40% 60% 80% 100% 10% 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?

45 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 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

46 NEEDS IN CONTACT WITH THE OFFICE I need I rather need neutral I rather don't need I don't need NEEDS IN CONTACT WITH THE OFFICE information how and where I can settle the matter 37% 48% 13% 1% 1% ability to choose a convenient way of communication with the office (personaly, by , via the Internet, by mail, by phone) 33% 48% 16% 2% 1% possibility of settlement of matters and contacting the office via the Internet 29% 46% 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% 47% 27% 4% 2% adjustment of services and information for people with disabilities 14% 22% 40% 10% 13% participate in the consultations about creation and modification services office 10% 33% 43% 10% 4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% QUESTION: P10. WHICH OF THE FOLLOWING OPTIONS RELATED TO SETTLING MATTERS AND CONTACTING THE OFFICES YOU NEED? BASE: N = 4902 [ALL RESPONDENTS] 46 PYT.: P10. W JAKIM STOPNIU NASTĘPUJĄCE MOŻLIWOŚCI ZWIĄZANE Z ZAŁATWIANIEM SPRAW I KONTAKTOWANIEM SIĘ Z URZĘDAMI SĄ CI POTRZEBNE?

47 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.

48 LIMITATIONS ON THE USE OF OFFICE SERVICES VIA THE INTERNET ALL RESPONDENTS After all, I have to appear in person at the office (for example, to sign or receive the document) LIMITATIONS ON THE USE OF OFFICE SERVICES VIA THE INTERNET 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% don't know, hard to say 4% I don't feel limitations 4% 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? BASE: N = 4902 [ALL RESPONDENTS] 48 PYT.: P11. CO CIĘ OGRANICZA W KORZYSTANIU Z USŁUG URZĘDÓW PRZEZ INTERNET? ZAZNACZ WSZYSTKIE PASUJĄCE ODPOWIEDZI.

49 LIMITATIONS ON THE USE OF OFFICE SERVICES VIA THE INTERNET COMPARISON OF YEARS After all, I have to appear in person at the office (for example, to sign or receive the document) LIMITATIONS ON THE USE OF OFFICE SERVICES VIA THE INTERNET 56% 63% A small range of available services Uncertainty whether matter will be properly settled 37% 44% 49% 48% Lack of information about how to settle the matter 33% 41% Lack of services that I would have 23% 37% It is difficult to fill in the forms myself 11% 20% I prefer direct contact with official I'm afraid to use the Internet in official matters 16% 19% 20% 26% I tried, but I had a bad experience other 9% 4% 1% 1% don't know, hard to say I don't feel limitations 4% 4% 5% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 49 QUESTION P11. WHAT IS LIMITING YOU WHILE USING OFFICE SERVICES VIA INTERNET? WHAT IS LIMITING YOU WHILE USING OFFICE SERVICES VIA INTERNET? BASE 2012: N = 4902 [ALL RESPONDENTS] Statistically significant differences between 2012 and 2010 BASE 2010: N = 3120 [ALL RESPONDENTS] PYT.: P11. CO CIĘ OGRANICZA W KORZYSTANIU Z USŁUG URZĘDÓW PRZEZ INTERNET? ZAZNACZ WSZYSTKIE PASUJĄCE ODPOWIEDZI.

50 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 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

51 AWARENESS OF ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES (epuap) AWARENESS OF ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES (epuap) AWARENESS OF TRUSTED PROFILE AS A FORM OF DIGITAL SIGNATURE nie nie tak tak 51 QUESTION: P12. HAVE YOU HEARD OF THE ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES - EPUAP, WHICH HELPS TO SETTLE OFFICIAL MATTERS VIA INTERNET? BASE: N = 4902 [ALL RESPONDENTS] PYT.: P12. CZY SŁYSZAŁEŚ/AŚ O ELEKTRONICZNEJ PLATFORMIE USŁUG ADMINISTRACJI PUBLICZNEJ - EPUAP, DZIĘKI KTÓREJ MOŻNA ZAŁATWIAĆ SPRAWY URZĘDOWE DROGĄ ELEKTRONICZNĄ? QUESTION: P13. HAVE YOU HEARD ABOUT THE TRUSTED PROFILE OR TRUSTED EPUAP PROFILE, WHICH ACTS AS A FREE ELECTRONIC SIGNATURE IN CONTACTS WITH THE PUBLIC ADMINISTRATION? BASE: N = 4902 [ALL RESPONDENTS] PYT.: P13. CZY SŁYSZAŁEŚ/AŚ O PROFILU ZAUFANYM LUB PROFILU ZAUFANYM EPUAP, KTÓRY PEŁNI ROLĘ BEZPŁATNEGO PODPISU ELEKTRONICZNEGO W KONTAKTACH Z ADMINISTRACJĄ PUBLICZNĄ?

52 AWARENESS OF ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES (epuap) COMPARISON OF YEARS AWARENESS OF ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES (epuap) yes no % 74% % 77% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 52 QUESTION: P12. HAVE YOU HEARD OF THE ELECTRONIC PLATFORM OF PUBLIC ADMINISTRATION SERVICES - EPUAP, WHICH HELPS TO SETTLE OFFICIAL MATTERS VIA INTERNET? BASE 2012: N = 4902 [ALL RESPONDENTS] BASE 2010: N = 3120 [ALL RESPONDENTS] Statistically significant differences between 2012 and 2010

53 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: biuro@pbi.org.pl telephone: (48 22) fax: (48 22) address: Al. Jerozolimskie 65/79, Warszawa share capital : ,00 zł 53