Digital Government Services Survey
Online service usability: finding, completing, and trusting e-government.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Digital government succeeds when the form is finished at the kitchen table and fails into a phone queue. This survey measures the completion journey – finding the right service, understanding the language, finishing without expert help, and trusting the data handling – plus who is being left behind and why.
The needed-help-from-whom answers size your digital divide honestly: services completed only with a relative's help are not yet digital services, whatever the analytics dashboard claims.
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Page 1
Using services online
This survey asks about the last time you used one of our services online. Your answers help us make them easier to use. It takes about 2 minutes. If you need help with a specific matter, please contact us directly, as this form may not be read straight away.
Q1.Thinking of your last online government service...*
| Hard | OK | Easy | Not applicable | |
|---|---|---|---|---|
| Finding the right service | ||||
| Understanding the questions | ||||
| Completing without help | ||||
| Knowing what happens next |
Q2.Did you need help to complete it?*
- No
- Yes - family or friend
- Yes - phoned the helpline
- Gave up and went in person
Q3.How much do you trust online government services with your data?
Q4.Which service do you wish worked properly online?
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