e-government - oregon e-gov_dhm... · 2011 2013. dhm research | e-government study, dec. 2013...

E-Government

Telephone Survey Research

PREPARED FOR

E-Government Portal Advisory Board

March 2014

www.dhmresearch.com

DHM Research | E-Government Study, Dec. 2013

Telephone Survey Methodology

• December 11 - 15, 2013

• Telephone survey of Oregon residents (included cell phone)

o N=1,200 (Stratified; N=400 per region)

o Regions: Tri-County area, Willamette Valley, and Rest of State

• Random Digit Dialing (RDD) and wireless (cell phone)

• Quotas set by county, gender, and age

• Margin of error +/- 1.7% (N=400; +/- 4.9%)

• Averaged 13 minutes in length

• Benchmark 2011 survey

2


While still a top method, fewer Oregonians said visiting a website is the most convenient contact method in 2013

3

7%

4%

4%

6%

15%

29%

36%

6%

0%

3%

3%

16%

37%

30%

Don’t know

Other

Write a letter

Visit an office

Send an email

Visit a website

Telephone call

0% 20% 40% 60%

Most Convenient Method to Contact an Oregon

Government Agency

2011 2013


Contacting the state by telephone is the most convenient for those with lower income, lower education, rural and older

4

45%29%

34%

37%36%

41%37%

32%

29%37%

50%

27%32%

42%50%

55+35-5418-34

MaleFemal

Rest of StateWillamette Valley

Tri County

College GraduateSome College

High School Or less

$75,000+$50,000-$75,000$25,000 -$50,000

<$25,000

0% 20% 40% 60%

Most Convenient Contact Method

(Telephone Call)


Conversely, contacting the state by visiting a website is more convenient for those with higher incomes, higher education, live in the Portland area and younger

5

20%

33%

33%

28%

29%

20%25%

37%

39%25%

15%

46%33%

25%15%

55+35-5418-34

MaleFemale

Rest of StateWillamette Valley

Tri County

College GradSome College

High School

$75,000+$50,000-$75,000$25,000-$50,000

<$25,000

0% 20% 40% 60%

Most Convenient Contact Method

(Visit a Website)


Similar to 2011, 88% of Oregonians report having Internet access at home

6

88%

87%

0% 20% 40% 60% 80% 100%

Internetaccess

at home

Internet Access at Home

2011 2013

DK2%

No48%

Yes50%

Access to Computer Other

Than Home


Home Internet access is greatest among Oregonians with higher incomes, more education, and younger

7

79%90%

94%

83%90%90%

88%87%

94%90%

72%

97%93%

87%73%

0% 20% 40% 60% 80% 100%

55+35-5418-34

Rest of stateWillamette Valley

Tri County

MaleFemale


High school or less

$75,000+$50,000-$75,000$25,000-$50,000

<$25,000

Internet Access at Home


Nearly all Oregonians are aware of Oregon.gov, and more residents visited the website in 2013

8

66%

89%

53%

84%

0% 20% 40% 60% 80% 100%

Visited (N=997)

Heard of (N=1126)

Awareness and Use of Oregon.gov

2011 2013


More than 8 in 10 of all demographic groups have heard of Oregon.gov

9

86%90%

89%

85%89%91%

86%91%

92%89%

82%

93%90%92%

82%

0% 20% 40% 60% 80% 100%

55+35-5418-34


Tri County

MaleFemale


High school or less

$75,000+$50,000-$75,000$25,000-$50,000

<$25,000

Awareness of Oregon.gov (N=1126)


More than one-half of all Oregonians who have heard of Oregon.gov have visited the website

10

53%73%

69%

63%67%67%

64%68%

72%63%

54%

69%61%

69%69%

0% 20% 40% 60% 80% 100%

55+35-5418-34


Tri County

MaleFemale


High school or less

$75,000+$50,000-$75,000$25,000-$50,000

<$25,000

Visited Oregon.gov (N=997)


Searching for information and completing transactions are the most common reasons for visiting a State of Oregon website

11

8%

9%

20%

20%

23%

24%

40%

59%

Participate in a virtual public meeting or townhall

Receive small business assistance

Access health insurance information

Apply for a job with the State of Oregon

Access unemployment or welfare services

Pay fees or taxes

Complete a transaction online such as reservinga campsite, or renewing your car registration

Look for information, data or services

0% 20% 40% 60% 80% 100%

Reasons for visiting State of Oregon website


Other reasons for visiting Oregon.gov

12

Reasons %

Research/information/available resources—general

13%

DMV/vehicle registration/driver licenses 6%

Jobs/unemployment 6%

Has not visited website 5%

Outdoor recreation information/licensing (hunting, fishing, camping)

4%

Tax information 3%


Finding public information, sharing opinions, and attending virtual meetings were rated as the most important online services

13%

28%

37%

40%

29%

40%

37%

34%

23%

14%

10%

10%

32%

14%

12%

13%

0% 20% 40% 60% 80% 100%

The ability to get information and interact withgovernment agencies through social media such

as Twitter and Facebook

The ability to provide virtual meetings or townhalls so Oregon residents can attend and interact

remotely

The ability to visit a State of Oregon governmentagency website to provide your opinion or review

other citizen opinions about a public policy orplanning issue

The ability to find public information and dataabout state finances, payroll, and services

Very Important Somewhat Important Not too Important Not at All Important Don't Know

Importance of Online Services


1 in 4 Oregonians have received state services online

Received State Services Online

Received online

services23%

Did Not Receive Services Online77%


1 in 4 Oregonians have received state services online

4%

42%

42%

12%

0% 20% 40% 60% 80% 100%

DK

No, I never tried to search

No, my search was successful

Yes, I searched, but was unableto find it

Unsuccessful Searches on Website


Most who had received Oregon government online services agreed they were faster and more convenient, and many thought they were less costly

16

Online State Services Compared To Mail, Face-To-Face, Telephone (N=270)

6%

4%

58%

55%

27%

35%

9%

6%

0% 20% 40% 60% 80% 100%

2011

2013 Slower

Faster

About the same

Don’t know

3%

4%

75%

69%

18%

26%

0% 20% 40% 60% 80% 100%

2011

2013 Less convenientMore convenientAbout the sameDon’t know

43%

49%

5%

2%

48%

46%

0% 20% 40% 60% 80% 100%

2011

2013Less costlyMore costlyAbout the sameDon’t know

Speed

Convenience

Cost


A large majority (82%) felt that it was easy overall (very/fairly easy); with 13% reporting it very easy and two-thirds (69%) saying it was fairly easy to search for contact information

17

13%

69%

11%2% 5%

0%

20%

40%

60%

80%

100%

Very easy Fairly easy Fairlydifficult

Very difficult DK

Ease of Searching for Contact Information


Opinions about the cost of online services were similar across demographic groups

18

55%42%

45%

49%

43%

48%

49%

42%

44%

59%

51%

46%

47%

38%

49%

0% 20% 40% 60% 80% 100%

55+

35-54

18-34

Rest of state

Willamette Valley

Tri County

Male

Female

College Grad

Some College

High school or less

$75,000+

$50,000-$75,000

$25,000-$50,000

<$25,000

Cost of Online Services: About the Same (N=270)


A strong majority (79%) agree with the state’s website redesign principles

34% 45% 3% 4% 14%

0% 20% 40% 60% 80% 100%

Strongly Agree Somewhat Agree Somewhat Disagree Strongly Disagree Don’t Know

The State of Oregon is beginning the process of redesigning its website and the

websites of state departments. The overall aim is to have consistent elements

across state agency websites so visitors know they are doing business with the

state of Oregon. This includes using the Oregon.gov logo, search, location of

contact information, and navigation. For each department website, the design

will vary based on feedback from actual Oregon residents who regularly use the

site. This is done to provide the best user experience to accomplish the tasks

performed by most Oregonians. Ease of use is of primary importance, within the

standard framework of the State’s websites.


Four in ten (42%) Oregonians agree that the website was more useful than previous visits

42%

21%

37%39%

20%

41%

0%

20%

40%

60%

80%

100%

Yes No DK/Only 1 visit

Website More Useful Than Previous Visits?

2013 2011


More than 3 in 5 (65%) Oregonians agree that it is important that state websites be mobile friendly

35% 30% 14% 17% 4%

0% 20% 40% 60% 80% 100%

Very Important Somewhat Important Not too Important Not at All Important Don’t Know

Importance of Optimizing State Websites for Mobile Devices


Key findings

22

• Home Internet access in Oregon is very high• 88% of all Oregonians have access at home• Access is lowest among those with lower incomes, ages 55+,

and living outside of the Portland metro area or Willamette Valley

• Compared to 2011, fewer Oregonians said that contacting the state by visiting a website it the most convenient method• Telephone contact is most convenient for lower income, less

educated and older residents• Online contact is most convenient for higher income, more

educated and younger residents

• Nearly all Oregonians are aware of Oregon.gov• 89% of Oregonians have heard of the state’s website• 66% of those who had heard of the website had visited it


Key findings

23

• Primary reasons for visiting the states website are looking for information, data or services, and completing a transaction

• Oregonians report that the most important online services are the ability to find public information, providing opinions about public policy, and attending virtual meetings

• 1 in 4 Oregonians have received state services online

• Those who have received state services online say that it is faster and convenient and traditional interactions• Many also believe online services are less costly than traditional

methods

• Oregonians overwhelming support the state’s website redesign principles and mobile optimization

John Horvick

[email protected](503) 220-0575

www.dhmresearch.com

e-government - oregon e-gov_dhm... · 2011 2013. dhm research | e-government study, dec. 2013...

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