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 workAlthough 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
14 123
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
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
30
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
30
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 Street
Newlands7700
Contact Numbers:Tel: (+27 21) 657 9647/9Fax: (+27 21) 657 9501
Email: [email protected]: [email protected]
Contact details