By 2016, ABI Research has it, as much as $114 billion could be saved worldwide through the implementation of online e-government services. It predicted that investment in these services is set to increase from $28 billion in 2010 to $57 billion in 2016, and that the number of users will nearly triple over the forecast period.
Here in the states, according to a 2012 survey by GovLoop, 83 percent of respondents say that they can access government-oriented customer service efforts via a website. And the number of people who are taking advantage of the ability to access information and services on government web sites is pretty significant, even going back to 2010, when the Pew Internet & American Life Project reported that 82 percent of American Internet users – 62 percent of adults – were doing so. Among its findings at the time were that 46 percent have looked up what services a government agency provides; 33 percent have renewed a driver’s license or auto registration; 23 percent have gotten information about or applied for government benefits; and 11 percent have applied for a recreational license, such as a fishing or hunting license.
Given the interest in accessing information via the Internet about government services by the citizenry — not to mention accessing the services themselves, and not only in the US but abroad — it makes sense for governments to put an emphasis on customer service online. The Govloop survey finds that there’s room for some improvement, with the majority of respondents rating service a 3 or 4 on the scale of 1 to 5. Perhaps additional help will come from some efforts in the semantic web space, like a vocabulary for describing civic services that government organizations can use to help citizens using search engines hone in on the service that’s their true interest from the start.