Citizens Trust E-Payments for Government Services as Much as for Private-Sector Services

ID Number: G00167174

6 April 2009

Massimiliano Claps

A lack of trust in the security of online transactions is considered a barrier to the takeup of government electronic services. This Gartner survey partially dispels this concern by highlighting that U.S. and U.K. residents trust government e-payments as much as they do private-sector ones.

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Table of Contents

Analysis

1.0		Introduction
2.0		Survey Respondents, U.S. and U.K.
3.0		Citizens in the U.S. Trust Government Online Payments as Much as Private-Sector Online Payments
4.0		Citizens in the U.K. Use E-Payments More Frequently Than Citizens in the U.S.
5.0		What Can Be Inferred for Other Countries?
6.0		How E-Government Leaders Can Leverage Survey Results

Recommended Reading

List of Figures

	Figure 1.	Age Distribution of U.S. Respondents

	Figure 2.	Income Distribution of U.S. Respondents

	Figure 3.	Age Distribution of U.K. Respondents

	Figure 4.	Income Distribution of U.K. Respondents

	Figure 5.	Percentage of Individuals Who Paid Electronically for Goods or Services Purchased Online, U.S.

	Figure 6.	Level of Trust in Completed E-Payments, U.S.

	Figure 7.	Level of Trust in Making E-Payments in the Future, U.S.

	Figure 8.	Percentage of Individuals Who Paid Electronically for Government Goods or Services Purchased Online, by Age Group and Income, U.S.

	Figure 9.	Level of Trust in Making E-Payments for Government Services in the Future, by Age Group and Income, U.S.

	Figure 10.	Percentage of Individuals Who Paid Electronically for Goods or Services Purchased Online, U.K.

	Figure 11.	Level of Trust in Completed E-Payments, U.K.

	Figure 12.	Level of Trust in Making E-Payments in the Future, U.K.

	Figure 13.	Percentage of Individuals Who Paid Electronically for Government Goods or Services Purchased Online, by Age Group and Income, U.K.

	Figure 14.	Level of Trust in Making E-Payments for Government Services in the Future, U.K.

Customer Satisfaction
Customer Security and Privacy
Electronic Payments
Citizen-Centric Government
Government Systems

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Resource Id: 930813