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Cape Gateway, Presentation of results, Prepared for Knowledge Economy and E-government, 16 April

Cape Gateway, Presentation of results, Prepared for Knowledge Economy and E-government, 16 April. Background and research objectives. Background. Objectives.

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Cape Gateway, Presentation of results, Prepared for Knowledge Economy and E-government, 16 April

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  1. Cape Gateway, Presentation of results, Prepared for Knowledge Economy and E-government, 16 April

  2. Background and research objectives Background Objectives • The focus of the study was to gain measures on knowledge about Western Cape Provincial Government services and information available on services • Usage experiences • What information they would like to have access to • What channels to access information • The study was conducted at the KKNK and was not a true representative survey that necessary reflects the entire provinces viewpoint but provides Client with useful insight and adds value with regards to their Cape Gateway Project • Knowledge Economy & E-Government (KEEG) are customer centric and aim to understand the perceptions, wants and needs of customers to the Western Cape Provincial Government • In line with this view the KEEG who were up at the Klein Karoo National Kunstefees (KKNK) in Oudtshoorn representing the Western Cape Provincial Government took this as an opportunity to get feedback from customers at the festival • A shorter, simpler version of the study was conducted last year, and was previously run by Client’s own staff

  3. Research approach Quantitative Research • In-person interviewing – although respondentshad the opportunity to fill in the survey themselves, some face-to-face interviews were conducted where language was a problem, as all questionnaires were in English • Results are definitive • Data was captured by Research Surveys’ Data Processing unit • The Knowledge Economy and E-Government conducted the interviews • The questionnaire was designed inconjunction with Client, Sample • Attendees to the KKNK and locals from Oudtshoorn who walked past the Knowledge Economy and E-Government stand which was part of an exhibition by the Western Cape Provincial Government, and agreed to participate • All respondents were from the Western Cape • A mix of rural and metropolitan respondents were interviewed • Some of the local Oudtshoorn residents were of a lower economic status than the average visitor to the festival • A total sample of 270 completed interviews was conducted

  4. Sample profile

  5. An even spread of ages and gender were interviewed Gender 55% 45% % Age

  6. The majority were Afrikaans and half the sample had no tertiary education Language 9% 80% 11% % Education

  7. The majority of the Black and Coloured people were local residents 11% 47% 42% Race % 84% of the total Black and Coloured people were local residents and of a lower economic status Area 79% of the sample were from Western Cape Rural areas

  8. The sample in summary Mostly Afrikaans-speaking citizens from the Western Cape Rural areas • Equal spread of ages • Equal gender split • Most were not educated beyond high school • The majority of the Black and Coloured people were local residents • Just under half the sample were white

  9. Knowledge and usage of Government information

  10. Telecommunication, IT and Internet usage Communication channels Computer and Internet access Skews towards Central Karoo local residents % % Telephone, Internet and cell phone usage skews towards metropolitan and Eden residents High claims to Internet access with 32% having access via a public place, such as a library. Although many have access to local libraries and community centers, it is not clear whether they actually access the Internet at these places.

  11. 50% have Internet access at home or at work Although 76% claim to have Internet access only 50% have their own Internet access Public vs Private Internet access only • People who access the Internet at a public place are likely to access less frequently and as a result are very unlikely to be interested in products, services or information provided via the Internet 50% 9% 24% 26% • LIBRARY ACCESS SKEWS TO: • Coloured • Central Karoo • 18-25 years • High School complete • PRIVATE ACCESS SKEWS TO: • White • City of Cape Town • Degree completed • Own a cell phone

  12. 24% claim to be aware of what Government information is available to the public And the information that they are aware of includes % Spontaneous awareness of Information that is available from the Provincial Government Only mentions by more than 5% are shown here Coloureds tended to be more aware of information about services

  13. 39% claim to know about Western Cape Government initiatives providing information about services And many of these claimed to be aware of Cape Gateway. However, most only became aware of Cape Gateway at the festival %

  14. Mostly traditional mediums were preferred for being informed about Government initiatives - Internet had limited appeal Of those who have access to the Internet privately, 36% chose email as their channel of preference, compared to only 6% who have access to the Internet via a public place Of those who have access to the Internet privately, 23% chose the Internet as their channel of preference, compared to only 1% who have access to the Internet via a public place %

  15. 19% have accessed Government information before Type of information that has been accessed includes %

  16. Of all Government information available, tourism was the most popular to access However, the skew towards tourism could be as a result of people being on holiday in a holiday mood Skews strongly towards the visitors to the festival, rather than the local people %

  17. Telephone is the preferred channel for communicating with Government 50% of private Internet users preferred this channel Compared to only 13% of public Internet users 47% of people from the Boland, City of Cape Town, Overberg and West Coast favoured the Internet 52% from the City of Cape Town were interested However, only 30% of people from the Boland, Overberg and West Coast had interest in a walk-in-centre 66% of the local people from the central Karoo chose the telephone Only 38% of private Internet users chose the telephone % Although the telephone is the channel with the broadest appeal, different people are attracted to different channels. Private Internet users and people living far from the city prefer the Internet. The poorer more middle class people from the Central Karoo prefer the telephone and some of the people living in the City would like to use a walk–in-centre. Therefore a multi-channel strategy is the most appropriate.

  18. Approximately half would expect a call centre to operate during normal business hours and half expect it to operate for longer hours %

  19. Importance of having access to and likelihood of accessing Government information Importance of having access Likelihood of accessing Skews towards Central Karoo local residents and people who have accessed Government information before Coloureds and Blacks placed more value on the importance of having access to Government information than Whites % % The average score for likelihood of accessing is 7.8 out of 10 The average score for importance is 8.3 out of 10 Most people feel it is important to have access to Government information; more than half feel they are likely to access it

  20. Experience with Government services (n=270) (n=66) (n=12) Caution: Small base Used Government service before? Satisfaction with service? Average = 6.3/10 Reason for service being unsatisfactory • Report back or • follow-up is slow (n=4) • Service is slow (n=3) • Service is poor (n=3) Yes 24% Yes: 8/9/10 out of 10 26% No 76% No: 1/2/3/4 out of 10 18% • Don’t answer phone (n=2) • Bad communication skills by staff (n=3) Very few people have had any experience with the Western Cape Provincial Government and for most of those that have, it has not been very satisfactory

  21. The findings in summary Low usage and awareness of Government Services • Only a quarter claim to be aware of Government information that is available to the public • 19% have accessed Government information before • Different groups of people have different preferences for channels to access Government information – therefore a multi-channel strategy is most appropriate • 76% claim to have access to the Internet • But only 50% have access at home or at work (private access). These people have some interest in using the Internet to gain Government information • The other 26% have access through a public venue (not from home or work). These people have very little interest in using the Internet to gain Government information • The Internet is more effective as a medium for people to search for information than as a medium to inform people of initiatives • Most felt it is important to have access to Government information and more than half felt they were likely to access it in the future at some stage • A quarter have dealt with Provincial Government previously and felt the service was below average satisfaction, with a score of 6.3 out of 10 on average

  22. Contact details Address: 6 Thicket StreetNewlands7700 Contact Numbers: Tel: (+27 21) 657 9647/9 Fax: (+27 21) 657 9501 Email: sandra@webchek.co.za Email: karin@webchek.co.za

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