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.

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