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Report Sheds New Light on Citizen Expectations for Electronic Government Services

GSA #9764

November 14, 2000
Contact: Eleni Martin (202) 501-1231

Washington, DC -- The U.S. General Services Administration's Office of Intergovernmental Solutions within the Office of Governmentwide Policy and the Intergovernmental Advisory Board announce the release of a new report on Citizen Expectations for Electronic Government.

Citizen Expectations was compiled by surveying program managers in federal, international, state and local governments to obtain their experiences and lessons learned in obtaining citizen input for their electronic government initiatives. Nineteen case studies were submitted, three from international governments, 11 from state and local governments, and five from the federal government.

Highlights from the new report provide some interesting findings. Citizens want choices for delivery of government services. Internet alone will not meet the expectations of citizens although they anticipate that it will be the foundation vehicle for service delivery. The survey results indicate that citizens hold government to a higher standard than the private sector in regard to privacy and information security safeguards. The digital divide is shrinking. It has less impact today than two years ago; and, it should decline in importance in two more years.

Citizens want the flexibility to deal with government on site (in person). They also want services to be delivered by mail, by telephone, by fax, CD-ROM, kiosk, interactive voice response systems, interactive TV and via the Internet. Collectively, the report suggests that governments that actively include citizens in their planning, development and implementation of electronic government initiatives will be the most successful in meeting citizen expectations.

Copies of this report are available on-line at Click on "Reports and Presentations," and scroll down to
"Management Reports" You can also order copies by calling Renee Hughes at (202) 501-0291. For more information, contact John Clark via e-mail at

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Last Reviewed 2010-04-30