SURVEY SHOWS 28% BELIEVE THAT IRISH GOVERNMENT SERVICES BECOMING HARDER TO CONTACT

27th September 2007 - Only one in three people (33%) believe that contacting Government or public services has become easier over the last four years. 28% think it has actually become more difficult.
- 93% satisfaction rating for those who contacted the government via the internet
- 78% of the Irish public want improved access to public services through modern technology, such as intelligent phone routing and text messages; this rises to 87% for 25-34 year olds
- 40% used the telephone the last time they used a Government service; 38% went to their local office; 18% used a website; 4% contacted via email
- 72% of those surveyed have not used any public service by internet or email in the last 12 months

Damovo Ireland, the business communications provider, today announced the results of a survey showing that 28% of the Irish public believe that it is harder to contact government services than four years ago. Of those who interacted with the government via the internet, 93% were satisfied with the experience. Furthermore, 78% of Irish adults believe that the Government should continue to increase investment in technologies like internet, mobile text messaging and systems to reduce phone queues in order to make it faster and easier to access public services. The figure was even higher for 25-34 year olds, at 87%. 931 adults were surveyed by Millward/Brown IMS across Ireland at 64 locations.

“The survey indicates that the public want to see more Government services available to them 24/7,” said John McCabe, managing director of Damovo. “Few have used public services by internet or email, but, of those who have, 93% reported that their experience met or exceeded their expectations. Comparable levels of satisfaction can be expected if similar levels of accessibility and service can also be offered using modern communications channels, such as self service phone or text.”

Key Findings:

1. Only one in three people (33%) think that contacting Government or public services has become easier over the last four years. 39% believe that there has been no change. 28% think it has actually become more difficult.

2. Most people who used public services in the last year were satisfied with the service they received. Those who used a public service through internet or email were more likely to be satisfied than those who used the telephone (93% of those using the internet said the experience met or exceeded their expectations, compared to 80% for those using the telephone).

3. 78% of those surveyed said that the Government should spend more on solutions like intelligent telephone systems, text messaging, internet and email to make it easier to contact public services. This was even higher among younger participants, with 87% of 25-34 year olds looking for more high-tech communication options.

4. Many people still use traditional methods when contacting public service providers. When asked to remember the last time they used a public service, 40% said they contacted the provider by telephone, while 38% visited the local office of the agency involved. Just 18% had used a website, and only one in twenty-five (4%) had emailed the service provider they needed.

5. 27% of those surveyed had used online Government services in the last year. The figure was higher among 25-34 year olds (43%); those with internet access (46%); and those living in Dublin (33%).

6. Of those who had used online Government services, the overwhelming majority (67%) had renewed their motor tax online, with less than a quarter having booked an NCT; dealt with their personal or business taxes; or ordered/paid for a Government service.

7. The main inhibitors to using public services through the internet included wishing to deal with someone in person (36%) and not having access to the internet (35%).

Commentary:

“People are beginning to see the benefits of having public services available through self service applications such as the internet and natural speech recognition. At present, only about half of the Irish population have internet access, so services offered solely online are missing out on significant groups of people. However, everyone has either a mobile or a landline telephone. It’s important, therefore, that we make sure those without internet access can still reach Government services whenever they want. Some of the focus should therefore be on services that can be expediently delivered by phone,” said John McCabe, managing director of Damovo.

“Many commercial services are now available 24 hours a day by telephone or text message. Telephone banking and telephone betting never stop, and the technology that runs them gives customers a high level of satisfaction. If I can pay my credit card bill via telephone banking at 3am, I should be able to pay my car tax over the phone at any time too.

“38% of those interviewed had gone to a local office last time they needed a Government service, while another 40% had telephoned. This shows that many people still opt to interact with these services by voice rather than through a computer. There is a need to tell the public about the benefits of doing business electronically – in particular, how those services can be delivered to them more quickly and efficiently through intelligent telephone systems, the internet and text messaging services.”

“What the public want is ‘24/7’ access to public services without queuing,” said John McCabe. “The technology to do this is now available, and it can make a real difference in people’s interaction with Government. Many people can’t take the time to use public services during office hours. We need to make 24/7 access to public services a reality across a broad range of media – not just the internet. Telephone, text, email and web are all useful channels, and all should be exploited to maximum benefit.”

-ends-

Methodology:
o Damovo commissioned Millward Brown IMS (MBIMS) to conduct a public opinion survey regarding national topical issues.
o Sample size: 931 adults aged 18+
o All interviews were carried out face-to-face, in-home.
o The sample was nationally representative, with quotas on gender, age, social class and region. Interviews were conducted at 64 sampling points nationwide.
o Fieldwork dates: 17th June – 3rd July
o The error margin associated with a sample size of 931 is 3.1 %

Keith Martin
Comit Communications & Marketing
tel: 01 215 7675
email: kmartin@comitmarketing.com
or via our website: http://www.comitmarketing.com

About Damovo Ireland: Damovo designs, implements, supports and manages business communications. Its range of end-to-end communications solutions and services improve the way organisations work by connecting them with their people, information and clients.
Damovo has 30 years’ experience in delivering data, mobility and voice solutions, and long-standing relationships with some of the leading vendors in this market, such as Ericsson, Cisco, and Nortel. This heritage enables Damovo to provide organisations with the best communications solution for their requirements, while guiding them from consultancy and design, through to implementation, support and education.
Damovo operates in 10 countries worldwide and employs over 1500 people. Its clients in Ireland include: CIE, ESB, AIB, Irish Life and Permanent, Hibernian Insurance, Dublin Institute of Technology, Trinity College Dublin, HSE, University of Ulster, Enterprise Northern Ireland and First Trust. For more information visit www.damovo.ie

This release was published on openPR.