Cape Gateway, Presentation of results,

Prepared for Knowledge Economy and E-government, 16 April

Background and research objectives

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

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

Background Objectives

Research approach

In-person interviewing – although respondents had 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 in conjunction with Client,

Quantitative Research

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

Sample

Sample profile

An even spread of ages and gender were interviewed

7

17 17

26 24

8

0

20

40

60

80

100

Under 18 18-25 26-35 36-45 46-60 Over 60

Total (n=270)

%

Male Female

45%55%

Gender

Age

The majority were Afrikaans and half the sample had no tertiary education

52

17 1511

4

0

20

40

60

80

100

High School Some tertiaryeductation

Tertiary educationcompleted

Post graduatedegree

Other qualification

Total (n=270)

%

Afrikaans English Xhosa

11%80%

9%

Language

Education

The majority of the Black and Coloured people were local residents

42

2116

9 84

0

20

40

60

80

100

Central Karoo City of CapeTown

Eden West Coast Boland Overberg

Total (n=270)

%

84% of the total Black and Coloured people were local

residents and of a lower economic status

White Coloured Black

42%

47%11%

79% of the sample were from Western Cape Rural areas

Race

Area

The sample in summary

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

Mostly Afrikaans-speaking citizens from the Western Cape Rural

areas

Knowledge and usage of Government information

Telecommunication, IT and Internet usage

%

Communication channels

80

76

74

71

2

2

0 20 40 60 80 100

Telephone

Internet

Library in yourarea

Cell phone

Other

None

Total sample (n=270)

47

44

42

26

1

16

28

32

34

20

1

24

0 20 40 60 80 100

At home

Community center,library, Internet

Café

At work

Tertiary institution

Other

None

Computer (n=270) Internet (n=270)%

Computer and Internet access

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.

Telephone, Internet and cell phone usage skews towards metropolitan and Eden residents

Skews towards Central Karoo local residents

Private access (home or work)

Public access (tertiary institutions or library)

No Internet access

26%

50%

9%

Public vs Private Internet access only

24%

50% have Internet access at home or at work

Although 76% claim to have Internet access only 50% have their own Internet

access

• 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

PRIVATE ACCESS SKEWS TO:

• White

• City of Cape Town

• Degree completed

• Own a cell phone

LIBRARY ACCESS SKEWS TO:

• Coloured

• Central Karoo

• 18-25 years

• High School complete

26

14 12 12 9 8 6 6 6

0

20

40

60

80

100

Health SocialServices

Tourism LocalGovernment

Housing Education Sport Agriculture Safety andSecurity

Aware of services (n=66)

24% claim to be aware of what Government information is available to the public

%

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

And the information that they are aware of includes

37

14 12

3

47

0

20

40

60

80

100

Cape Gateway Cape Online Knowledge Economy andE-Government

Other None of the above

Total (n=270)

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

Mostly traditional mediums were preferred for being informed about Government initiatives

59

49

39

34

20

17

16

12

12

8

2

3

0 20 40 60 80 100

Newspapers, magazines, posters

TV adverts

Radio adverts

Municipal/ local govt material

Email

Government events

Word of mouth

Internet

Walk in centre

SMS

Other

Don't know

Total sample (n=270)

%

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

- 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

19% have accessed Government information before

10

10

8

8

6

6

0 10 20 30 40 50

Housing

Law

Health

Local Government

Home Affairs

Sport

Those who have accessed Government information before (n=52)

%

Type of information that has been accessed includes

However, the skew towards tourism could be as a result of people being on holiday in a holiday

mood

Of all Government information available, tourism was the most popular to access

46

46

40

38

33

26

0 10 20 30 40 50

Tourism

Education

Community safety

Health

Sport

Economic Development

Government information preference

%

Skews strongly towards the visitors to the festival, rather than the local people

50

41

29

3

0

20

40

60

80

100

Telephone Walk in centre The Internet Other

Total (n=270)

Telephone is the preferred channel for communicating with Government

%

66% of the local people from the

central Karoo chose the telephone

Only 38% of private Internet users chose

the telephone

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

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.

47

30

19

3

0

20

40

60

80

100

Regular office hours 24 by seven Weekly up to 21h00 andweekends up to 13h00

Don't know

Total (n=270)

Approximately half would expect a call centre to operate during normal business hours and half

expect it to operate for longer hours

%

Importance of having access to and likelihood of accessing Government information

%

Importance of having access

46

41

11

2

0

0 20 40 60 80 100

Extremelyimportant (10)

Very important(7.5)

Moderatelyimportant (5)

Slightly important(2.5)

Not at all important(n=0)

Total sample (n=270)

59

21

5

5

3

7

0 20 40 60 80 100

Very likely (10)

Somewhat likely(7.5)

Neither likely norunlikely (5)

Somewhat unlikely(2.5)

Not at all likely (0)

Don't know

Total sample (n=270)%

Likelihood of accessing

The average score for importance is 8.3 out of 10

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

Most people feel it is important to have access to Government information; more than half feel they are likely to access it

Experience with Government services

Used Government

service before?

Satisfaction with service?

Average = 6.3/10

Reason for service being unsatisfactory

No: 1/2/3/4 out of 10

18%

• Don’t answer phone (n=2)

• Bad communication skills by staff (n=3)

Yes

24%

Yes: 8/9/10 out of 10

26%

No

76%

(n=12) Caution: Small base(n=66)(n=270)

• Report back or follow-up is slow (n=4)

• Service is slow (n=3)• Service is poor (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

The findings in summary

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

Low usage and awareness of Government Services

Address:

6 Thicket StreetNewlands

7700

Contact Numbers:

Tel: (+27 21) 657 9647/9

Fax: (+27 21) 657 9501

Email: sandra@webchek.co.za

Email: karin@webchek.co.za

Contact details