Examining the GOL experience

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GOL users—those who used the Internet from home to search for government information or to communicate with government—represented more than 8 million adult Canadians (or 33%) in 2005. These users were asked more detailed questions about their GOL experience. While the majority of GOL users reported searching for government-related information (72%), a substantial proportion also used it to access information on government programs or services online (Chart 2). In addition, about one-half reported downloading government forms, while roughly one-quarter submitted a completed form, used the Internet to file their income tax,¹ or communicated with government departments or elected officials.

The majority of GOL users reported using the Internet to contact the federal government (62%); however, slightly more than one-half (51%) also reported contacting provincial levels, and more than one-quarter indicated that they had contacted a municipal level of government (28%). Most GOL users indicated that they used the Internet to search for information on government programs or services in Canada on a monthly (26%) or less frequent (55%) basis; less than one in ten (7%) used the Internet for this purpose on a weekly basis. This makes sense as this type of use is more likely to be episodic than regular; motivated by specific needs such as downloading an application form or filing income taxes (Thomas and Streib 2003).

Reasons for not connecting with government online
Specific privacy and security concerns

Reasons for not connecting with government online

Other users—those who reported using the Internet but not to search for government information or to communicate with government—were also asked additional questions about why they did not use the Internet to connect with government. The two main reasons cited by the majority of other users were that they either had no need or were not interested (Chart 3). This perceived lack of need or lack of interest in using the Internet to connect with government could also be related to a lack of awareness about online government services. For example, public opinion research in 2006 found that only about one-half of Canadians reported a moderate degree of familiarity with federal government services offered over the Internet, and only 7% indicated a high degree of familiarity (EKOS Research Associates 2007).

Alternatively, these users may prefer to connect with government in more traditional ways, such as in-person visits or by telephone; for example, 8% of other users indicated that the reason they did not use the Internet to access government services was because they thought it would be easier to contact the government using the telephone. Concern for confidentiality, security or privacy did not appear to be a significant factor for this group.

As for non-Internet users, over one-third cited that the main reasons for not using the Internet from home were lack of interest and having no need or use for it— the same reasons cited by the other users group. More than one in ten non-users indicated that cost and lack of skills were also factors in preventing them from using the Internet from home. As with other users, concerns about confidentiality, security or privacy did not appear to be a significant reason for this group, as it was cited by less than 2% of non-Internet users.

Specific privacy and security concerns

As noted above, general confidentiality, security or privacy issues were not the main reason cited by most non-users and other users for not accessing government services online. However, specific Internet privacy and security issues did generate more concern for both Internet users and non-users.

Overall, a higher proportion of non-Internet users were very concerned about Internet privacy and security compared with GOL and other users. Proportionately fewer GOL users reported being very concerned about security issues related to such activities as banking transactions, credit card use, and providing personal financial or non-financial information online, in contrast to other users and non-users. However, slightly more GOL users than other users reported being very concerned about privacy on the Internet—for example, having people find out what websites you have been visiting or reading your email (Chart 4).

The fact that fewer GOL users reported being very concerned about most Internet security issues, compared with other users and non-users, may suggest that GOL users are a more sophisticated and experienced group of Internet users, with a greater awareness of privacy and security issues, a better understanding of the risks and better equipped to deal with the risks. The same argument may also help to explain why a higher proportion of GOL users than other users expressed concern about privacy on the Internet; as a more sophisticated and experienced group, GOL users may choose to engage in certain activities or behaviours despite their concerns, perhaps because they feel more confident that the measures they have taken to protect themselves are sufficient. Other users simply may not be aware of the protective measures that can be taken or may not know how to implement them.

In fact, according to public opinion research, there is a gap between the threats that exist online and the ability of the average citizen to respond to such threats (EKOS Research Associates 2007). For example, approximately one-quarter of Internet users did not know how to block 'cookies', a basic proxy for knowledge of protective measures. In addition, only 10% of Internet users indicated that they were 'very good' in their ability to take appropriate precautions regarding online threats.

If fewer GOL users reported being very concerned about Internet security issues, compared with other users and non-users - yet still engage in GOL activity even when they express concern about Internet privacy - it can be assumed that this group of users has reached a certain level of comfort with the Internet. Once this threshold has been reached, GOL users may be more inclined than other users to engage in online services that require the use of a credit card or the provision of financial/personal information to government departments over the Internet.

The proportions of men and women expressing a high degree of concern about these issues differed, especially with respect to activities involving a financial component. Significantly more women than men were very concerned, across all groups, about issues such as conducting banking transactions, using a credit card, and giving personal financial information to government departments over the Internet.

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Note

1. Tax-filing here includes Netfilers only; excluded are those who may have filed electronically through a tax preparation service (e-file).