Pew Internet & American Life Project

Pew Internet & American Life Project A new report by the Pew Internet & American Life Project, "How Americans Get in Touch With Government", shows that 97 million adult Americans, or 77% of Internet users, took advantage of e-gov in 2003, whether that meant going to government Web sites or emailing government officials. This represented a growth of 50% from 2002. At the same time, citizens who contact government said they are more likely to turn to traditional means - either the telephone or in-person visits - rather than the Web or email to deal with government.

1 minute read

May 25, 2004, 11:06 AM PDT

By Chris Steins @planetizen


Pew Internet & American Life Project



A new report by the Pew Internet & American Life Project, "How Americans Get in Touch With Government", shows that 97 million adult Americans, or 77% of Internet users, took advantage of e-gov in 2003, whether that meant going to government Web sites or emailing government officials. This represented a growth of 50% from 2002. At the same time, citizens who contact government said they are more likely to turn to traditional means - either the telephone or in-person visits - rather than the Web or email to deal with government.



According to the report, Internet users are about 3 times as likely as non-Internet users to get in touch with government, whether the contact means conducting a transaction or seeking help with a problem. Probably because it's easier to shoot off an email or submit a web form than trying to find the right person and phone number.



Another interesting finding concerns accessibility: Just 40% of those with disabilities have access to e-gov services, compared to 63% of the overall population. Those with disabilities prefer contacting the government by telephone or in person rather than over the Web or email by a 65% to 15% margin.


Chris Steins

Chris Stines is Planetizen's former Editor and the founder of Urban Insight, a leading digital agency. Chris has 25 years of experience in technology consulting and urban planning and has served as a consultant to public sector state, county, and local agencies, Fortune 500 private firms, educational institutions, and nonprofit organizations.

"Planetizen federal action tracker" logo superimposed over black and white image of US Capitol dome.

Planetizen Federal Action Tracker

A weekly monitor of how Trump’s orders and actions are impacting planners and planning in America.

November 11, 2026 - Zachary Whalen

A road in north eastern Nebraska with power lines on either side, and grassy fields.

Eastern Nebraska is running out of electricity

Data centers and electrification are straining eastern Nebraska’s grid, throttling economic development.

November 6, 2026 - Grist

People walking and cycling on a street in Boston.

Study reveals best places in the U.S. for cycling, walking

New research from Streetlight Data examines bicycle and pedestrian miles per capita in the 100 largest U.S. cities by population.

November 8, 2026 - Smart Cities Dive

Mark, an older white man in a blue jacket, smiles in front of a plaque that commemorates his scholarship.

Federal government nominates new FTA administrator

Mark Aesch is currently the founder and CEO of a transportation management consulting firm.

November 13 - Mass Transit

A rendering of people walking through a park to the chicago bears stadium, which is large and dome shaped.

Developers reveal $10 billion stadium plan as ‘Hail Mary’ to keep Bears in Chicago

The plan would also boast a public park, high- and mid-rise buildings and a youth sports complex.

November 13 - Chicago Sun Times

People watch as carbon dioxide is vented during a safety demonstration outside Nome City Hall in Jefferson Co.

As Texas embraces carbon storage, a Black community questions the risks

Texas now issues permits for companies to store carbon dioxide underground. East Texas residents fear safety risks, and skeptics doubt the climate benefits.

November 13 - Texas Tribune

FREE Course: Walkable City 1: Why Walkability?

After describing his path towards focusing on walkability as the essence of good planning, Jeff Speck marches through his five principal reasons for making more walkable places.

Reinventing Malls: Planning Alchemy—Turning Gray Fields Into Gold

The course focuses on the opportunities and imperatives that shape reinvention of mall sites.

Write for Planetizen