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Research on Local Body Internet Sites
Ratepayer/Resident/Site Visitor Survey

The objective of this questionnaire is to investigate awareness of factors influencing the use of the information and services provided at local territorial authority Internet sites in NZ. The aim of the research is to explore, and develop an understanding of the existing sites for improving utilisation. We want to find out how ratepayers and residents react to Internet sites in New Zealand. Your response to this questionnaire will provide information for our study. All responses are anonymous.

1

Part A: Questionnaire
 
1
In which Local Body area do you primarily reside?

2
Do you use the services of other than your main one? e.g. are you a ratepayer in other areas?
Yes No
 

3
Please name other Local Body Authorities you use for Information/Services/Payments.

4
Do you use on-line (i.e. Internet) facilities?
Yes No
 

5Please mark the activities for which you use services with your main Local Body web sites? Choose all that apply.
5.1  Information (e.g. events, services, properties, contact)
5.2  Pay bills (e.g. rates, water)
5.3  Provide feedback to the council
5.4  Request services
5.5  Lodge complaints/suggestions
5.6  Research (e.g. property values, holidays)
5.7  Business
5.8  Apply for permits
5.9  Other (Please specify)
 

6
If you stated above that you use local body websites to apply for permits please list them here

 
7Why would you use the Internet to access Local Body information/services?
   Convenience
   Speed
   Easy to find information
   Other (Please specify)
 

8How often do you use it on average?
   Daily
   Weekly
   Fortnightly
   Monthly
   2-6 times per year
   Other (Please specify)
 

9How would you rate the importance of the following aspects in terms of ratepayer/resident services?

Use the following scale:
    1 = Strongly Disagree
    4 = Neutral
    7 = Strongly Agree

  1234567 N/A
9.1 Has up-to-date information 
9.2 Speed of response to enquiries  
9.3 Payment of rates 
9.4 Payments of other services (e.g. water rates) 
9.5 Ease of finding information 
9.6 Applying for permits 
9.7 Others 
 

10
Have you used these services provided by your Local Authority's Internet site?
Yes No
 

11
What is the name of your Local Body's web site?

12To what extent do you agree or disagree the performance of your Local Body web sites with respect to the following aspects in terms of the services used?

Use the following scale:
    1 = Strongly Disagree
    4 = Neutral
    7 = Strongly Agree

  1234567 N/A
12.1 Has up-to-date information 
12.2 Speed of response to enquiries  
12.3 Payment of rates 
12.4 Payments of other services (e.g. water rates) 
12.5 Ease of finding information 
12.6 Applying for permits 
12.7 Others 
 

13Approximately for how long have you been using services provided by your Local Body Authorities?
   Less than 1 year
   1 to 2 years
   3 to 5 years
   6 to 10 years
   More than 10 years
 

14How would you describe the overall level of service performance of your Local Body web sites to date?
   Terrible
   Poor
   Adequate
   Good
   Excellent
 

15Which feature do you LIKE the most about the Local Body web sites?
   Ease of Use
   Information
   Graphics/Animation Effects
   Activities
   Performance
   Other (Please specify)
 

16Which feature do you DISLIKE the most about the Local Body web sites?
   Ease of Use
   Information
   Graphics/Animation Effects
   Activities
   Performance
   Other (Please specify)
 

17Overall, how satisfied or dissatisfied are you with the services provided by your Local Body web sites?
   Very Dissatisfied
   Dissatisfied
   Neither Satisfied nor Dissatisfied
   Satisfied
   Very Satisfied
 

18How likely or unlikely will you continue to use services provided by your Local Body web sites in the next 12 months?
   Very Unlikely
   Somewhat Unlikely
   Somewhat Likely
   Very Likely
 

19
What are the things that first come to your mind that your Local Body web sites could do to increase the quality of service they provide to you?

 
20
Any general comments about web-based information in New Zealand Local Body web sites?

 
21

Part B: Background Information
 
The following questions are about YOU to ensure that we have a demographic profile of our sample population. Please remember these questions are strictly confidential and this survey is anonymous.

21How old are you?
   Under 20
   20 - 24
   25 - 29
   30 - 39
   40 - 49
   50 +
 

22What is your gender?
   Female
   Male
 

23What is your marital status?
   Married
   Widowed
   Single
   Divorced or Separated
 

24What is your highest completed level of education?
   Elementary School
   High School
   Undergraduate Degree
   Graduate Degree
   Postgraduate Degree
   Other (Please specify)
 

25Which of the following best describes your ethnic origin?
   NZ European
   NZ Maori
   Pacific Islander
   European
   Chinese
   Non-Chinese Asian
   Indian Sub-continent
   Other (Please specify)
 

26Which of the following groups best describes your combined annual household income before tax (NZ$)?
   Less than $36,000
   $36,001 - $50,000
   $50,001 - $70,000
   $70,001 - $90,000
   Over $90,000
 

27
Are you a rate payer to this local authority?
Yes No
 

 

APPROVED BY THE UNIVERSITY OF AUCKLAND HUMAN SUBJECTS ETHICS COMMITTEE on 14 August 2002 for a period of 3 years from 12 August 2002. (Reference 2002/214).


 
   
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