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Canadians want more government e-services, but don't want to pay - China Banking Kiosk by vacuumse mse
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Canadians want more government e-services, but don't want to pay - China Banking Kiosk by VACUUMSE MSE
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| Article Posted: 08/12/2013 |
| Article Views: 91 |
| Articles Written: 1079 - MORE ARTICLES FROM THIS AUTHOR |
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Canadians want more government e-services, but don't want to pay - China Banking Kiosk |
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Business,Business News,Business Opportunities
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TORONTO - Canadians are already more likely to go the online routewhen accessing government services when the option is actuallyavailable, that is and want more digital choices to avoid havingto pick up the phone, use snail mail or wait in line, suggests astudy by PricewaterhouseCoopers Canada. The availability of government e-services varies across thecountry. For example, some provinces allow residents to apply forbirth certificates online, while others still require thesubmission of an application in person or by mail. Service Canadaoffers Canadians e-services including online applications foremployment insurance and the Canada Pension Plan. In a survey of about 3,150 Canadians, almost half of therespondents said they chose to go online for access to governmentservices "all of the time" or "often." That compared to 33 per centwho said they "all of the time" or "often" went in person to lineup for help, 16 per cent who filled in applications and mailed themout, and nine per cent who used kiosks.
While just three per cent opted to use their smartphone "all of thetime" or "often" and two per cent used their tablet, respondentsdid say they could imagine using the mobile devices more in thefuture. About 17 per cent said they looked forward to eventually usingtheir smartphone for government services and 13 per cent said theywould use their tablet. The results indicate Canadians are comfortable using digital meansto interact with governments, said Domenic Belmonte, an associatepartner at PricewaterhouseCoopers Canada. "It starts to highlight what Canadian governments need to start tothink about to improve their delivery" of services, Belmonte said.
"I think Canadian governments have done a very good job up to thispoint.... The next issue for them is how do they build on thosesuccesses." When asked what was stopping them from using government e-services,nearly half of all those surveyed said their lack of knowledgeabout their options was the biggest reason. "One of the challenges we found as part of the survey andcertainly just our knowledge about this space is the fact thatthe frequency of a citizen to interact with governments is a lotless when compared to other industries, like banking or retail,"Belmonte said, adding that governments should do more to promotetheir new digital services. "One of the challenges governments have is how do we increaseawareness knowing that there is an infrequency of visits" togovernment offices or websites. Over 80 per cent of those surveyed said they were interested inreceiving automatic notifications presumably on their phone orvia email at times when government services might be applicableto them.
As an example, the report suggests new parents might getan electronic message shortly after having a baby with informationabout next steps and paperwork to deal with. About 31 per cent said they were "definitely interested" and 43 percent said they were "maybe interested" in location-based messagesthat would be sent based on their whereabouts. About 70 per centsaid they would like to be sent messages about weather conditionsor warnings and 65 per cent said they would like messages withtraffic and road construction information. About 62 per cent said they would be interested in a new type ofgovernment-issued identity card that would replace the need forseparate driver's licence, health and social insurance numbercards.
And about two in three respondents said they would like theoption of renewing those cards online or with a mobile device,perhaps with the use of facial recognition technology. While Canadians seemed eager to embrace new digital services, theyexpected them to be free. More than 70 per cent said they wouldn'tpay for the new services, although 19 per cent said they woulddefinitely pay to jump a line or wait list.
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