- Title page
- Executive summary
- 1 Introduction
- 2 Channels of communication
- 3 Different groups' uses and preferences
- 4 Implications for service delivery
- 5 Find out more
3 Different groups' uses and preferences
Different groups of New Zealanders use different channels for their dealings with public services and have their own preferences for the channels they want to use. Age, income and ethnicity all influenced people's use and preferences.
- Age is a key factor in the use of public services over the internet. People between 18 and 44 were the most likely to have used the internet to access public services.
- Use and preference for the internet generally declined with age, and declined dramatically over 65.
- However, young people DON'T do everything over the internet. Younger people were more likely than others to have contacted public services in person.
- The youngest and oldest age groups were less likely to have used the telephone for public services although for different reasons.
- Younger people were more likely than other age groups to have used or be interested in using their cell phones to interact with public services.
- People with incomes between $10,000 and $35,000 were less likely to have used the internet to look for information about public services. Their preference for using the internet was also lower.
- Those in high income groups showed the greatest use and preference for the internet.
- Asian people had highest use and preference for the internet and low use and preference for the telephone and in person.
- Pacific people had low use and preference for the internet, and high use of telephone both information seeking and for carrying out transactions.
- Pacific people and Māori were the most likely to have used their cell phones to interact with public services. Pacific people were three times as likely and Māori were twice as likely as all others to have sent or received text messages from a public service or to have visited a public service website.
Agencies which serve specific groups may be able to target investment in ways that will increase both uptake of and satisfaction with services. Agencies which deliver services to a cross-section of New Zealanders should maintain multiple channels.