The world is heading online, and that includes our public governmental agencies. In a recent report by the Pew Internet & American Life Project on "how Americans get in touch with government," the conclusion is drawn that "Internet users benefit from the efficiency of e-government, but multiple channels are still needed for citizens to reach agencies and solve problems." The findings that support this conclusion are worthy of consideration.
As noted by the report, the momentum by public agencies to provide information and services on the Internet "opens up a way for Americans to contact government that was not available a decade ago." The report recognizes a varity of associated benefits, including expanded information sharing between citizens and their government. Moreover, a number of citizens claim that the Internet helps them to transact business with the government.
Furthermore, citizens with Internet access are more likely than non-Internet users to contact government. Indeed, the simplicity of email makes it possible for citizens "to fire off a missive to express a view about policy or highlight a problem with neighborhood garbage pickup." At the end of the day, the report reveals that Internet users generally state that Internet usage "improves their relationship with government." As noted by the report, "there is no independent effect of Internet use on the chances of success with government."
The report does not contain only good news when it comes to e-government. The report explains that "the limits of e-gov have to do with people's technological assets, preferences, and the wide range of problems people bring to government." For example, not everyone in the United States has Internet access. For the approximate one-third of the population that is not online, phone calls, in-person visits or letter-writing are the options available for contacting government.
In addition, many people "simply do not choose to use the Web or email to get in touch with government," according to the report. Interestingly, most people, including those with Internet access, still prefer to use the telephone to contact the government. And, people tend to prefer "real time" interaction with government personnel, via telephone calls or in-person visits, when dealing with urgent or complex problems.
Thus, while the report states that "e-gov is a helpful tool among several options for reaching out to government, it is by no means the 'killer app' among them." Respondents reported using the following methods in contacting the government: telephone — 42%; government web site — 29%; in-person visit — 20%; email — 18%; letter writing — 17%; and multiple means — 22%. (Multiple responses were allowed for each respondent.)
As the report points out, "people's problem-solving capacities matter to successful outcomes with government, not a specific technology." The ultimate suggestion provided by the report is that while "policymakers expand the offerings of e-government, they would be wise also to maintain and upgrade the other channels that citizens use to contact government, with a focus on how these traditional channels may compliment e-gov applications."
Hopefully, the attitude "good enough for government work" will not apply in handling communications and requests from citizens, whether through the Internet or otherwise.
Eric J. Sinrod is a partner in the San Francisco office of Duane Morris (www.duanemorris.com), where he focuses on litigation matters of various types, including information technology disputes. His column appears Wednesdays at USATODAY.com. His Web site is www.sinrodlaw.com, and he can be reached at ejsinrod@duanemorris.com. To receive a weekly e-mail link to Mr. Sinrod's columns, please send an e-mail with the word Subscribe in the Subject line to ejsinrod@duanemorris.com.
Reprinted here with permission from USAToday.com.