Local Governments Cite Improved Customer Service and Communication with the Public as Benefits of E-Government

Nearly 70 percent of local governments report improved communication with the public as a result of their e-government initiatives, and 56 percent cite improved customer service, according to the results of a comprehensive survey of cities and counties conducted by the International City/County Management Association (ICMA). More than 3,400 cities and counties (42 percent) responded to the survey, which covered e-government services (current and future), financing, and management; online procurement; geographic information systems (GIS); and use of intranets.

Other highlights of the survey include:

• The vast majority of local governments (more than 99 percent) have Internet connectivity.


• All reporting jurisdictions with a population of 250,000 or more have a Web site.


• Close to 60 percent provide downloadable forms, online communication with elected and appointed officials, employment information and applications, and codes and ordinances on the local government Web site; nearly 76 percent post council agendas and minutes.


• Less than 30 percent of respondents accept online requests for local government records or services (such as pothole repair), provide GIS/mapping data, or send electronic newsletters to residents and businesses, but 50 percent to 62 percent of those respondents plan to provide these services in the future.


• The most frequently cited barriers to e-government initiatives are lack of financial resources (64 percent) and lack of technology/Web staff (63 percent).

Aggregate results of the survey are available online.