Transcript Webchek proposal

Cape Gateway,
Presentation of results,
Prepared for Knowledge Economy
and E-government, 16 April
Background and research objectives
Background
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Objectives
 The focus of the study was to gain
Knowledge Economy & E-Government
measures on knowledge about Western
(KEEG) are customer centric and aim to
Cape Provincial Government services and
understand the perceptions, wants and
information available on services
needs of customers to the Western Cape
Provincial Government
 Usage experiences
In line with this view the KEEG who
 What information they would like to have
were up at the Klein Karoo National
access to
Kunstefees (KKNK) in Oudtshoorn
representing the Western Cape
 What channels to access information
Provincial Government took this as an
 The study was conducted at the KKNK
opportunity to get feedback from
and was not a true representative survey
customers at the festival
that necessary reflects the entire
A shorter, simpler version of the study
provinces viewpoint but provides Client
was conducted last year, and was
with useful insight and adds value with
previously run by Client’s own staff
regards to their Cape Gateway Project
Research approach
Quantitative Research
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In-person interviewing – although respondents had the opportunity to fill in the
survey themselves, some face-to-face interviews were conducted where language
was a problem, as all questionnaires were in English
Results are definitive
Data was captured by Research Surveys’ Data Processing unit
The Knowledge Economy and E-Government conducted the interviews
The questionnaire was designed in conjunction with Client,
Sample
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Attendees to the KKNK and locals from Oudtshoorn who walked past the Knowledge
Economy and E-Government stand which was part of an exhibition by the Western
Cape Provincial Government, and agreed to participate
All respondents were from the Western Cape
A mix of rural and metropolitan respondents were interviewed
Some of the local Oudtshoorn residents were of a lower economic status than the
average visitor to the festival
A total sample of 270 completed interviews was conducted
Sample profile
An even spread of ages and gender were
interviewed
Gender
55%
45%
% 100
80
Male
Female
60
40
26
17
20
24
17
8
7
0
Under 18
18-25
26-35
36-45
Total (n=270)
Age
46-60
Over 60
The majority were Afrikaans and half the
sample had no tertiary education
Language
9%
11%
80%
Afrikaans
English
% 100
80
60
52
40
17
20
15
11
4
0
High School
Some tertiary
eductation
Tertiary education
completed
Total (n=270)
Education
Post graduate
degree
Other qualification
Xhosa
The majority of the Black and Coloured people were local
residents
Race
11%
%
47%
42%
100
80
White
Coloured
84% of the total Black and
Coloured people were local
residents and of a lower
economic status
60
42
40
21
20
16
9
8
West Coast
Boland
4
0
Central Karoo
Black
City of Cape
Town
Eden
Total (n=270)
Area
79% of the sample were from Western Cape Rural areas
Overberg
The sample in summary
Mostly Afrikaans-speaking citizens from the Western Cape Rural areas
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Equal spread of ages
Equal gender split
Most were not educated beyond high school
The majority of the Black and Coloured people were local residents
Just under half the sample were white
Knowledge and usage of
Government information
Telecommunication, IT and Internet usage
Communication channels
Computer and Internet access
Telephone
80
Library in your
area
2
None
2
0
32
At work
71
Other
44
42
74
Cell phone
28
Community center,
library, Internet
Café
76
Internet
47
At home
34
26
Tertiary institution
20
1
Other
1
16
None
20
40
60
80
100
24
0
20
Skews towards Central
Karoo local residents
40
60
80
%
Total sample (n=270)
100
%
Computer (n=270)
Telephone, Internet and cell phone usage skews
towards metropolitan and Eden residents
High claims to Internet access with 32% having access via a public place, such
as a library. Although many have access to local libraries and community
centers, it is not clear whether they actually access the Internet at these places.
Internet (n=270)
50% have Internet access at home or at work
Although 76% claim to have Internet access
only 50% have their own Internet access
• People who access the Internet at a public
place are likely to access less frequently and as
a result are very unlikely to be interested9%
in
products, services or information provided via
the Internet
PRIVATE ACCESS
SKEWS TO:
LIBRARY ACCESS
SKEWS TO:
•
White
• Coloured
•
City of Cape Town
• Central Karoo
•
Degree completed
• 18-25 years
•
Own a cell phone
• High School complete
Public vs Private Internet access only
50%
24%
26%
Private access (home or work)
Public access (tertiary institutions or library)
No Internet access
24% claim to be aware of what Government information
is available to the public
And the information that they are aware of includes
%
100
80
60
40
26
20
14
12
12
9
8
6
6
6
Housing
Education
Sport
Agriculture
Safety and
Security
0
Health
Social
Services
Tourism
Local
Government
Aware of services (n=66)
Spontaneous awareness of Information that is available from the Provincial Government
Only mentions by more than 5% are shown here
Coloureds tended to be more aware of information about services
39% claim to know about Western Cape Government
initiatives providing information about services
And many of these claimed to be aware of Cape Gateway. However,
most only became aware of Cape Gateway at the festival
%
100
80
60
47
40
37
20
14
12
3
0
Cape Gateway
Cape Online
Knowledge Economy and
E-Government
Total (n=270)
Other
None of the above
Mostly traditional mediums were preferred for being
informed about Government initiatives
- Internet had limited appeal
59
Newspapers, magazines, posters
49
TV adverts
39
Radio adverts
34
Municipal/ local govt material
20
Email
Government events
17
Word of mouth
16
Internet
12
Walk in centre
12
Of those who have access to the
Internet privately, 23% chose the
Internet as their channel of preference,
compared to only 1% who have access
to the Internet via a public place
8
SMS
Other
2
Don't know
3
0
Of those who have access to the Internet
privately, 36% chose email as their channel of
preference, compared to only 6% who have
access to the Internet via a public place
20
40
Total sample (n=270)
60
80
100 %
19% have accessed Government information before
Type of information that has been accessed includes
Housing
10
Law
10
Health
8
Local Government
8
Home Affairs
6
Sport
6
0
10
20
30
40
Those who have accessed Government information before (n=52)
50 %
Of all Government information available, tourism was
the most popular to access
However, the skew towards tourism could be as a result
of people being on holiday in a holiday mood
Tourism
46
Education
46
Community safety
Skews strongly
towards the visitors to
the festival, rather than
the local people
40
38
Health
33
Sport
26
Economic Development
0
10
20
Government information preference
30
40
50
%
Telephone is the preferred channel for communicating
with Government
%
100
80
60
66% of the local
people from the
central Karoo chose
the telephone
Only 38% of private
Internet users chose
the telephone
52% from the City of
Cape Town were
interested
However, only 30%
of people from the
Boland, Overberg
and West Coast had
interest in a walk-incentre
50
50% of private
Internet users
preferred this
channel
Compared to only
13% of public
Internet users
47% of people from
the Boland, City of
Cape Town,
Overberg and West
Coast favoured the
Internet
41
40
29
20
3
0
Telephone
Walk in centre
The Internet
Other
Total (n=270)
Although the telephone is the channel with the broadest appeal, different people are attracted to different
channels. Private Internet users and people living far from the city prefer the Internet. The poorer more
middle class people from the Central Karoo prefer the telephone and some of the people living in the City
would like to use a walk–in-centre.
Therefore a multi-channel strategy is the most appropriate.
Approximately half would expect a call centre to operate
during normal business hours and half expect it to
operate for longer hours
%
100
80
60
47
40
30
19
20
3
0
Regular office hours
24 by seven
Weekly up to 21h00 and
weekends up to 13h00
Total (n=270)
Don't know
Importance of having access to and likelihood of
accessing Government information
Importance of having access
Extremely
important (10)
Likelihood of accessing
Very likely (10)
46
Very important
(7.5)
Somewhat likely
(7.5)
41
Moderately
important (5)
59
21
Neither likely nor
unlikely (5)
5
Somewhat unlikely
(2.5)
5
Skews towards Central
Karoo local residents and
people who have
accessed Government
information before
11
Slightly important
(2.5)
Coloureds and Blacks
placed more value on the
importance of having access
to Government information
than Whites
2
Not at all important
(n=0)
0
0
3
Not at all likely (0)
7
Don't know
20
40
60
80
100
0
20
40
60
%
Total sample (n=270)
The average score for importance is 8.3 out of 10
80
100
%
Total sample (n=270)
The average score for likelihood of accessing is 7.8 out of 10
Most people feel it is important to have access to Government
information; more than half feel they are likely to access it
Experience with Government services
(n=270)
(n=66)
(n=12) Caution: Small base
Used
Government
service
before?
Satisfaction
with service?
Average =
6.3/10
Reason for service being
unsatisfactory
Yes
Yes: 8/9/10
out of 10
24%
26%
No
76%
No: 1/2/3/4
out of 10
18%
• Report back or
follow-up is slow (n=4)
• Service is slow (n=3)
• Service is poor (n=3)
• Don’t answer phone
(n=2)
• Bad communication skills
by staff (n=3)
Very few people have had any experience with the Western Cape Provincial
Government and for most of those that have, it has not been very satisfactory
The findings in summary
Low usage and awareness of Government Services
 Only a quarter claim to be aware of Government information that is available to the
public
 19% have accessed Government information before
 Different groups of people have different preferences for channels to access
Government information – therefore a multi-channel strategy is most appropriate
 76% claim to have access to the Internet
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
But only 50% have access at home or at work (private access). These people have
some interest in using the Internet to gain Government information
The other 26% have access through a public venue (not from home or work).
These people have very little interest in using the Internet to gain Government
information
 The Internet is more effective as a medium for people to search for information than
as a medium to inform people of initiatives
 Most felt it is important to have access to Government information and more than half
felt they were likely to access it in the future at some stage
 A quarter have dealt with Provincial Government previously and felt the service was
below average satisfaction, with a score of 6.3 out of 10 on average
Contact details
Address:
6 Thicket Street
Newlands
7700
Contact Numbers:
Tel: (+27 21) 657 9647/9
Fax: (+27 21) 657 9501
Email: [email protected]
Email: [email protected]