ENGAGING C
ITIZ
ENS
IN A
DIG
ITAL W
ORLD
WH
AT CI T
I ZE N
S RE A
L LY WA
NT F
RO
M
DI G
I TA
L GO
VE R
NM
E NT
Findings of the 2012 CivicPlus Digital Citizen Engagement Survey
Over the course of six weeks, CivicPlus surveyed more than 1,200 Internet-using citizens across the United States and Canada.
CivicPlus’ Digital Citizen Survey asked citizens about the functionality of their local government website as well as the types of functionality they would like to see offered.
OUTLINE
I. Trends in Digital Government
II. What Citizens Want
III. Key Survey Objectives
IV. Survey Results
V. Questions
ACCORDING T
O PEW
RESEARCH C
ENTER’S
2009
INTE
RNET &
AMERIC
AN LIFE
PROJE
CT, 82% of internet
users looked for information or
completed a transaction on a government
website within the last 12 months
Until now, “innovative” and “cutting-edge” were not words that were used to describe government
Notorious for being behind the times, government spent the last five years playing catch up
TRENDS IN DIGITAL GOVERNMENT
WHAT CITIZENS WANT
Today, government has begun revolutionizing how citizens and government interact
But before this revolution can happen, government must first answer one critical question:
What do citizens want?
What information, tools and services do citizens want to see on government websites?
WHAT CITIZENS WANT
To find out, we went straight to the source:
CITIZENS
In the 2012 Digital Citizen Engagement Survey, we asked 1,269 citizens what they want and expect from digital government
KEY SURVEY OBJECTIVES
Assess the current state of digital interaction between citizens and governments
Gauge interest and assess the likelihood of citizens to use a government website for online government transactions and interaction
Translation: Find out what they want!
Here are just a few of the things we found
out…
0
200
400
600
800
Top 3 Reasons Citizens Visit Gov-ernment Websites
Read newsletters or announcementsView community calendarAccess minutes or agendas
WHEN A
SKED A
BOUT TH
E
LIKEL
IHOOD O
F USIN
G
CERTA
IN F
UNCTIONALIT
Y
ON A G
OVERNMENT
WEBSIT
E,81.5% of
citizens would likely fill out and submit forms
71.6% of
citizens would likely pay for community services
Information Requests
Tickets or Fines
Utility Bills
Permits
Registration Fees
44%
48%
53%
58%
61%
If made available, what items would citi-zens most likely use a government website
to pay for?
If made available, what social media platforms would citizens most likely use to follow
government?
Facebook 57.5%Google+ 16.1%Twitter14.7%
Download mobile apps
View recorded meetings
View streaming meetings
Read blogs
Search for municipal jobs
Browse business listings
Pay parking tickets or fines
Reserve facilities
Provide input on municipal issues
Apply for licenses or permits
Register for events
Pay bills or fees
Submit requests or concerns
16%
23%
24%
22%
23%
26%
27%
30%
40%
41%
42%
46%
47%
What functionality would citizens most likely use, if offered on a Government website?
So, do you have what your citizens want?
Go to www.digitalcommunityengagement.com and take the 6 Stages of Digital Community Engagement Assessment to find out!
QUESTIONS?
Michael Ashford, CivicPlus
Director of Marketing
@AshfordCP
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