Electronic GOvernment Innovation and Access Questionnaire on user group requirements and targets

Transcription

1 Project Number: Project Acronym: Project Title: Title of Deliverable: ALA/2002/47-446/1087 egoia Electronic GOvernment Innovation and Access Questionnaire on user group requirements and targets Deliverable Number: Subproject contributing to Deliverable: D.3.2 SP3 Contractual Date of Delivery: Actual Date of Delivery: History: Version 1.0, Date: 14/05/2004 Editor(s): Reviewer(s): Keyword List: Alvaro Gregorio Sergio Bolliger, Petra egoia, electronic government, Internet user profile, user requirements, Brazil, Peru

2 Executive Summary In the last few years, emerged the debate between media and the industry players about Internet and electronic services, trying to map and define the center of exclusive aspects of this new culture, having as a dilemma to deal with the Internet users as an only social group or to admit the existence of decisive differences that justify the segmentation of users. The objective of this report is to identify the existing segments among the Internet users and, mainly, to find out the desires and necessities of public services users, electronic ones or not, that will benefit from the egoia project. The gathering of secondary information, based in research institutes papers and in national press, allows a first approach to penetration and the reach of governmental sites in the diverse social levels of Brazilian and Peruvian people. These information offer an Internet users social and cultural scenario and make possible a comparison of the e-gov importance and performance. As primary data, it is presented some information and opinions from Brazilian and Peruvian users, as defined in the SP3 Guidelines. It includes, from Brazil, not yet published information regarding e-poupatempo assessment methodology and conclusions about public services and their users. The document presents a specific egoia questionnaire, which was developed to be applied in investigations regarding the Internet and e-gov influence in Latin America. The questionnaire was organized to gather information from three distinct groups: Citizens User: to achieve the citizen profile, their necessities and abilities with computers, sociocultural, age and economic levels, as well as a scientific investigation about finding best ways for the electronic communication between government and citizen; Mediators: the attendants who assist the citizens in accomplishment of the services by Internet, disclose their necessities and the chances that the project brings by the demonstrator; and Executives: The direction staff, ICT managers and back-office employees present their expectations towards egoia objectives and services on-line. The document shows the research results from these three groups in Brazil, and also those regarding the citizen group from Villa el Salvador Municipality, in Peru, concluding with recommendations to subprojects SP4 and SP5. Version V Page 2/25

3 List of Contributors Name Company Adriana Figueiredo CENPRA Alejandra Ciurlizza CONCYTEC Alvaro Gregorio SGGE/Poupatempo Carlos Alberto N. Torres SGGE/Poupatempo Elke Jaeger INIGRAPHICS Iara Silvia Barbarian SGGE/Poupatempo Jürgen Bund Meticube Rainer Hofmann INIGRAPHICS inigraphics.net Sergio Bolliger SGGE/FUNDAP Vera Tokairim SGGE/Poupatempo Version V Page 3/25

4 Table of Contents Executive Summary...2 List of Contributors...3 Table of Contents...3 List of Figures...3 Acronyms Introduction Background information Brazilian Internet Users Profile Government on-line Scope and Objectives of Subproject Existing initiatives taken as reference Brazil Evaluation of Usability Methods Peru Needs and expectations of users group - Brazil Citizens User Group - Population Profile of Target Citizens Mediators - CPA Employees Questions (to guide the meetings) and Answers (main conclusions from appointments) Executive Group - Public Service Providers Needs and expectations of citizen user group - Peru User-citizens Group Profile of the target group Conclusions and future work References...3 Annex A Questionnaire to citizens (in English)...3 Annex B Questionnaire to citizens (in Spanish)...3 Version V Page 4/25

5 List of Figures Figure 1: Internet Users by Age in Brazil... 3 Figure 2: Governmental Sites - Uses from Home - Reach % (Source: Nielsen/NetRatings)... 3 Figure 3: Governmental Sites Uses in Brazil - Reach % (Source:Nielsen/NetRatings)... 3 Figure 4: Internet Users - Peru vs. Latin America (Source: emarketer, Júpiter researc)... 3 Version V Page 5/25

6 Acronyms egoia FAQ LA IIRGD Electronic GOvernment Innovation and Access Frequently Asked Questions Latin America São Paulo State Citizen Identification Department: Instituto de Identificação Roberto Gumbleton Daunt Version V Page 6/25

7 1 Introduction 1.1 Background information Brazilian Internet Users Profile With the objective to offer fundamental information about the use of Internet by Brazilian users, this was investigated by the main research institutes of the country. Their result brought up to date information related to the demographic and sociocultural profiles, as well as in the relationship of these users with Internet and governmental sites. Thus, we extract information to egoia interest from sources strongly credited in Brazil, as: DATAFOLHA, ibest, ibrands, IBOPE and Nielsen Research Institutes. These information are divulged free of copyright, only with the mention of source, and considered valid with almost 2% margin of error. About 23 million Brazilians have accessed the Internet. This is equivalent percentage of 19% of the total population. Of this total, 9,5 million connect from their homes, while 8,3 million have accessed web from their work. Others 9,5 million have accessed the net from relatives houses, while 3,5 million are on-line at school or university. Still according to results from the Brazilian Internet User profile research, the South region of the country ( Parana, Rio Grande do Sul and Santa Catarina ) is the one that has more access to the net: 24% of the people are on-line. After that comes the Southeastern region ( Espirito Santo, Minas Gerais, Rio de Janeiro and Sao Paulo ) with 23%. They are followed by the North and the Center-West ( Distrito Federal, Goias, Mato Grosso and Mato Grosso do Sul ), with17%, and the Northeast ( Alagoas, Bahia, Ceará, Maranhão, Paraíba, Pernambuco, Piaui, Rio Grande do Norte and Sergipe ) with 10%. More than the half (61%) of Brazilian users, who connected at least once per week, is from masculine gender, and 60% of this universe have the age from 14 to 24 years. In general, 58% are men, and 42%, women. Users in the group from 14 to 24 years old represent 57% of the total access. Next come the users in the group from 24 to 34 years old (23%) and users in the group 35 to 44 years old (13%). Finally, users older than 65 years old represent the universe of only 8% of the users. Version V Page 7/25

8 Users by Age in Brazil % above 65 8% % % Figure 1: Internet Users by Age in Brazil Three in every five users (60%) belong to A and B class; the C class corresponds approximately to 30% of internet users, in general. The majority of the web users in Brazil is single (67%). The married people represent 29% of the universe of users. But 31% of this universe have children. Twenty five percent from Brazilian internet users are wage-earners, others 27% are students. About 65% from the Web users universe in the country, are part of the economically active population. Pensioners ( retired people ) are only 2% of Web users in Brazil. The Brazilian minimum wage is almost 70 Euros. Three in every four Internet users (77%) have individual monthly income lower than ten minimum wages. Others 7% are the group above of ten minimum wages, while 16% do not have income. In relation to the family monthly income, the majority (59%) lives with up to ten minimum wages. Twenty-two percent have a family monthly income between 10 and 20 minimum wages, while others 14% are above of 20 wages. In March of 2004, almost 12,3 million Brazilian residential Internet users spent, in average, 13 hours and 14 minutes per month surfing on Web.This is the first time, since the beginning of the measurement in September of 2000, that the Brazilians exceed the monthly mark of the 13 hours per person in the Internet. As it happened in the last few months, the Brazilian only accessed less than the users from Hong Kong (21 hours and 7 minutes), Japanese (14 hours and 50 minutes) and North Americans (14 hours and 30 minutes), overcoming all the European countries, as France (12 hours and 48 minutes), Germany (12 hours and 33 minutes) or Spain (12 hours and 19 minutes), for example Government on-line The use of governmental sites in Brazil is one of the highest among all measured countries. In March 2004, the percentage of Brazilians residential users who had used sites of the federal, Version V Page 8/25

9 state or municipal governments is higher than in any other country, reaching 39% of the total of active users or 4,8 million of citizens. Governmental Sites - Uses from home - Reach % 38,8 37,6 37,1 36,5 32,3 32,2 27,9 26,7 25,8 25,4 23,0 22,8 18,0 BRAZIL FRANCE SPAIN AUSTRALIA SWEDEN ITALY HONG KONG JAPAN USA SWITZERLAND HOLLAND UK GERMANY Figure 2: Governmental Sites - Uses from Home - Reach % (Source: Nielsen/NetRatings) This result of 38,8% was the highest number of access of governmental sites in the last 12 months, even higher than the one verified in April of 2003, the traditional month of Income Tax delivery. Governmental Sites Uses in Brazil - Reach % 34,1 35,4 35,8 36,2 38,4 35,5 36,4 36,6 34,1 38,8 31,4 % apr.03 may.03 jun.03 jul.03 ago.03 sep.03 oct.03 nov.03 dec.03 jan.04 feb.04 Figure 3: Governmental Sites Uses in Brazil - Reach % (Source:Nielsen/NetRatings) Version V Page 9/25

10 The sites being most accessed at state government level, with 27% of consults, are from State of São Paulo Government (sp.gov.br domain), with the services offered by Traffic Department, Subway Company, Poupatempo and Public Security Department, among others. 1.2 Scope and Objectives of Subproject 3 According to application and other projects documents, SP3 objectives are: to select the services to be offered in the demonstrator considering the defined objectives and strategies from SP2, and to identify the requisites to feed SP4 and SP5, as well as to continuously evaluate the achieved results of SP6. Considering the tactical objective of SP3 in the definition of the services to be demonstrated by prototype and the users groups involved in the egoia demonstrations, it is also relevant to act on the definition of these profiles, reporting its composition and methods capable to review the target-public. This deliverable presents statistical data, methods and conclusions about the users groups, their necessities, desires and profiles, in order to feed Subprojects SP4, SP5 and SP6 regarding their objectives and execution. Version V Page 10/25

11 2 Existing initiatives taken as reference This chapter presents existing initiatives of partners countries to identify the citizens needs of electronic public services. Based on deliverable D.3.1 on egoia users groups, Brazil and Peru will collaborate through their local experiences and best practices on getting the opinion of citizens about governmental sites. 2.1 Brazil Among the main Brazilian governmental sites, the usual practice for implantation of new Internet services is to prioritize according to administrative and political tasks, without researches about desires and necessities of the citizens, which is different from commercial sites. This work represents a pioneer governmental work in Brazil, promoted by e-poupatempo. This section presents the methodology and results followed by e-poupatempo, executed continuously since the inauguration of this service in Guarulhos and Ribeirao Preto Agencies, with applied methods approximately to sixty thousand citizens, in last the 8 months Evaluation of Usability Methods The methodology used for e-poupatempo is composed of six methods of evaluation: Real Use Observation When the citizen goes into e-poupatempo, desiring to execute some service by Internet, the attendant reports in two ways: Spreadsheet, for notations about the executed sites and services, time of attendance and user difficulties; and Board Diary ( target log book ), for registering extra routines occurrences. That way, the data are gotten by the observation of the procedures carried out by citizen in the computers, interface and service use. Socioeconomic evaluation In each attendance the citizen fills a questionnaire with information about his age, education level, monthly income and business occupation, with objective to evaluate the population s social and economic situation. Version V Page 11/25

12 Expectation and Satisfaction Evaluation Applied in the same way as the previous item, the citizen answers a questionnaire on expectation of time and easiness to carry out the service, as well as, after its accomplishment, to evaluate the satisfaction level. Tests with the citizen Some citizens are randomly selected to be submitted to usability tests, depoying video cameras for recording their reactions, while a specific software registers the navigation followed by the citizen to accomplish the service. Focus Group Frequent meetings of the focus group happen, where the attendants report about the troubles and virtues of their work, also based in the notations of the spreadsheets and target log book. Sites and Electronic Services Inspection On demand, the sites and services of the government are analyzed and evaluated, based on the standards of usability and the heuristical contained. The Poupatempo Usability Patterns is a guideline recently implanted, by authorship from e-poupatempo team, which must be considered by subproject SP5. Part of this methodology was adapted to egoia. These adaptations, applications and conclusions are presented in Chapter 3, ahead. 2.2 Peru In a recent work published by Peru Telephonic Company, denominated " La sociedad de la Información en el Perú Presente y perspectivas ", we can find information regarding the necessity of distinguishing users of Internet and existing accesses in Peru. The number of users of the TIC services have increased considerably in the last years reaching the present level of 11% of the population. This has been possible due to the diffusion in the country of cabins ( cabinas ) as Internet access point. Version V Page 12/25

13 Usuarios de Internet - Perú vs. América Latina Y Latinoamérica Peru Milion Figure 4: Internet Users - Peru vs. Latin America (Source: emarketer, Júpiter researc) Present situation in the public administration In spite of the low degree of development of the electronic government in the country, the existence of some "islands of modernity" is emphasized, with services even more advanced than the available ones in developed countries. Since 1997, for example, the management of customs services of the National Supervision of Tributary Administration (Sunat). is computerized. Other remarkable experiences are those of the National Registry of Identification and Civil State (Reniec). Socioeconomic evaluation The geographic differences and existing social and economic inequalities in Peru are also present among the Internet users. They are concentrated basically in Lima and the Internet user rates are higher among the higher social and economic levels of the population. Nevertheless, in the last years as the population increases in number the access to Internet increases also, the user profile has been modified progressively towards the present one, in which, according to the Apoyo Company Opinion y Mercado S.A., predominate the demand from students, people aged between 12 and 24 years and B/C social levels. Version V Page 13/25

14 3 Needs and expectations of users group - Brazil This section presents the methodology and tools applied to identify the needs and expectations of users group in Brazil, as well as the results and conclusions for research. The three following groups are based on D.3.1. groups, adapted only to apply the methodology. 3.1 Citizens User Group - Population Objective: Identify citizens profiles and their needs on eletronic public services. Methodology: field research, applied in Poupatempo Se, Santo Amaro and Itaquera. Tools: Questionnaire ( Annex A - english version) and software for tabulation. For the data collection, the questionnaires of e-poupatempo have been used and adapted, in order to achieve the objectives of the research, which are: to get detailed knowledge of the demographic environment; to select statistical information about the income distribution; to identify the different education levels and familiarity with digital/electronic environment; and to identify the level of experience and ability of the group of users, in accordance to the socio-cultural characterization. The questionnaire was evaluated and adjusted twice before its definitive application. The information noise was reduced and ambiguities eliminated. Furthermore the questionnaire was enhanced to be filled out by the citizen autonomously and without the intervention of researcher or any other technical staff, as much as possible. The locations for the inquiry, concentrating the consumers of public services demand, had been chosen for reasons of diversity: one downtown location ( Se ) and two installed in the periphery of the City of São Paulo ( Itaquera and Santo Amaro ). The sample counted with 261 questionnaire answers, in similar ratios for the three places, filled by the citizen, with and without aid of researchers and/or technical staff Profile of Target Citizens In the statistical analysis, we followed the strategy of concentrating on indicators of the ratios to identify predominant characteristics of the target citizens. Basic Profile Concerning the age the highest concentration is between 20 and 34 years, corresponding to 50% of the sample. Therefore, the research constantly pointed high concentrations of common requirements, suggesting us the formation of a Basic Profile and another one with supplemental information, ahead called Global of the Sample. Version V Page 14/25

15 The inquired sample with age between 20 and 34 years has a monthly income between 2 and 5 minimum wages (140 Euros 350 Euros ) and 60% of them have accessed the Internet regularly, from home, work, school or public places. This age group also had the highest incidence of ability in the usage of electronic and digital equipments and devices. In this group, 49% has a complete school education or are studying the Second Degree ( at least 9 years of schooling ) and 48% is getting or already got a University Degree. This means that only 2% of those that have accessed regularly the Internet have only finished the First Degree ( not more than 4 years of schooling ). The curious aspect in this group is that, although 58% stated that they would use the electronic services without attendant aid, about 33% stated that they would not use the service by himself through Internet at home, without assistance available. Global of the Sample It is essential to highlight that 92% of the inquired people stated that they would use or would like to use the computer in his quotidian, thereby eliminating any doubt on the validity of the public services in electronic environments. The inquiry also revealed that 40% of the total of inquired people already make regular use of computers and have access to the Internet. About the use of electronic equipment 85% use or already used the automatic bank cash dispenser, the preferred equipment and interface - they prefer five times more the use of the cash dispensers than the use of kiosks or information terminals which may be an indicator towards the necessity of simplification of both processes and User Interfaces to be identified, conceived and developed in the scope of the egoia project, For those that have access to Internet, Home Banking is also a service that was ranked very positively in terms of its usefulness (good = 73%). In terms of governmental sites, the Vehicle Licence/IPVA site obtained the highest approval rate, with 83% of the sample attributing a good concept to it. The electronic service of Income tax (75%), Driver's Licence Index Related to Penalties (71%), the Traffic Penalties Consultation (67%), and finally, the Electronic Incident Report (58%) were also attributed a good concept and usefulness Electronic organizers and their complex control are understood by about 30% of the inquired, 50% of them belong to the age group of years. Half of the global sample has the second degree ( at least 9 years of schooling ), which is an important factor to be considered for the understanding of the electronic services. The years old group concentrates the greater number of those who would not use electronic services by themselves, recurring to the help of attendants. Looking for the global aspects of this research, the preferences of the public are, concerning the possible channels to access public e-services : by Internet (31%); personally / presential (28%); and by phone (22%). Version V Page 15/25

16 Other media, such as , kiosk and portable devices, had not obtained significant percentages. 3.2 Mediators - CPA Employees Objective: To know the mediators difficulties and easiness, when they assist the citizens on use of computer. To select, through the opinion revealed freely, the criticism, suggestions and evaluations in their environment and work process, aiming at the formation of group profiles and to identify their necessities and desires for the best accomplishment of their work. Methodology: focus group, to arise spontaneously. Applied in epoupatempo Guarulhos and Ribeirao Preto. Tools: oriented meetings, conductor and observer comments Questions (to guide the meetings) and Answers (main conclusions from appointments) Question 1: The attendants are mediating the accomplishment of the electronic services and therefore, are considered "specialists in the correct accomplishment of this services". To guide the citizen in the accomplishment of the Electronic Services it is necessary that you have the knowledge-domain on these services. Based on this situation, answer: a) Which are the difficulties to get these knowledge? b) What would make it easier today to acquire this knowledge-domain? Answers: The attendants are getting trainined by three different ways: When the electronic services are installed by State - they receive training, in the majority of the cases; Seasonal services of any other government level - with the day by day practice; New services ( not known before to the mediator ) - when required by the citizen or when taken the knowledge by the attendant, all are registered in spreadsheet. They reported some difficulties in the orientation: In the occurrence of new services In case that the citizen also does not know the service or url address (which is common), the mediators point out mechanisms of search in the Internet, as for example Google, to locate services, which is not always possible; The new services not published previously, are not made known to the attendants in time and in such a way that they can do experimentations; and The attendants are claiming a lack of time to research and investigate about new services. About the communication with the citizen Citizens many times do not know accurately what they want; and Sometimes, the attendants don't know how to guide the citizens on where to find the required services in the Internet or services with sufficient information (especially services about administrative processes). Version V Page 16/25

17 About the usability of the websites When accessing sites of public services the attendants feel difficulties in locating the information ( to identify the service ). They indicated that this is almost 80% of the problems; Difficulty with the technical terminology; No standardization an disposal of the information in the sites. The way to have access to the services and its navigation from one site to another; Frequent alterations in the sites, as much in the layout and the address (URL), as in the procedures of accomplishment of the service; The government sites have divergent information about the same question and is not brought up to date with the same frequency; Insufficient training, mainly for more complex services, like for retired people and administrative processes consults; Almost the totality of the sites does not have a support service (online or by phone); and Attendants do not know whom to ask for help in case of problems. Presented as easiness : Experience with Internet environment; Experiences and knowledge are shared, however without methodology; and Use of spreadsheets of control as instrument to register the new services. Question 2 - Please, appoint and describe what is more complex, in your opinion, during the mediation of the service. ( you can present more of than one situation ). Tell us what you consider that facilitates the mediation of the service. Answers: The work process of the attendants of e-poupatempo has complex characteristics: To have domain knowledge about technical requirements to access and to carry out electronic public services; To have abilities with cultural differences (language, knowledge, cultural manifestation); To develop attendance vocation: to have patience, to give social attendance, mannering psychology and analysis of this behaviour; and Delivery to citizen the correct information: it is complex because information supplied to the citizens in different places can be divergent and in some cases they are of difficult localization or understanding. What is easing the attendants work proccess: The acquired experience and the good receptivity from the citizens; The quality of the equipments; The capacity to interact with the citizen, independent of his instruction degree or experience in the services; The knowledge in computer science, especially in Internet, transmit to the citizen trust when executing the service. What are the difficulties in the attendants work proccess: The resistance from some citizens; they prefer that attendant executes the service. Version V Page 17/25

18 Question 3: In electronic services availability is considered as a set of factors that make possible the accomplishment of the service, at any time, under changeable conditions and with the entire necessary infrastructure to this accomplishment. For your experience, tell us: a. Which are the difficulties to keep the services available? b. What facilitates the maintenance of the available services? c. What facilitates your work when the services are unavailable? Difficulties on keeping the services available: Attendance of more than one citizen simultaneously; There are few support services; Some services demand citizen and this interrupts the service for the creation of the account and creates bond between e-poupatempo and the citizen's account. Easiness in keeping the available services: Poupatempo standards to attend the citizens; Difficulties when services are unavailable: No services inform when the server goes down and the responsible agencies do not supply return forecast; and Preventive maintenance of the equipments. 3.3 Executive Group - Public Service Providers Characterization: Direction Staff, ICT Managers and Back-Office Employees related to the chosen services. Objective: To know the expectations of the executives, towards egoia objectives and online services. Methodology: focus group, to arise spontaneously. Tools: oriented meetings, conductor and observer comments. The strategic and tactical vision of the demonstrator implantation, for the levels of direction and management, reflects expectations that must be taken care of for the improvement of ICT in relation to G2G. The meetings with these groups had aimed at the planning of the future situation with the implanted project, and for later, the identification of the necessities, desires and concerns of these controllers in the accomplishment for the egoia project. These expectations can be summarized in five targets: Rationalization of resources: with the new services available by Internet, the current human and technical resources bound by the current provisioning and execution of services could be transferred to other critical activities and functions. This rationalization is of fundamental importance for the increase of performance in public services, mainly those of the Identification Department (IIRDG). Self Sustainable: the implementation of the tariff service for accessing the database of cancelled ID Cards must make possible the self-sustained maintenance of the related services. Therefore, the billing and the control of subscribers who adhere to recur to the system must consider that collected values will have to be compatible to the expenditures for the system. Version V Page 18/25

19 Credibility and trustworthiness of the process: any public service accessible by Internet not only demonstrates signals of modernization of the government, as it also promotes the increase of the confidence in the public administration. Factors like administrative transparency, citizenship, clarity and transparency of actions both by the citizen and governmental services, are benefits that help to combat corruption and incompetence. These points are complemented and confirmed by the expectations and concerns from the back-office group, to follow: Positive Expectations Reduction of attendance time; Rationalization of processes; Reduction of the time to deliver documents that were requested by citizens and are produced by public authorities, e.g. driver s licence; Reduction of the physical spaces of actual attendance and therefore of the number of employees and involved technical resources and consumables; Expansion of the Identification Department services and, later, other services to other agencies. Concerns Difficulty on the part of the system to deal with textual nuances that are spread in the legacy data ( spaces, punctuations and so on ); Lack of gain of productivity or freeing of back-office work or no elimination of related resources, for impossibility of automatic compatibilization of the data; A not successful experience initially can hinder the progress of other experiences and can create distrust of the citizen in the development and provision of this type of services; Resistance and distrust of employees that may fear to loose their job or being at least restricted in their (technical and/or formal/administrative/legal/process competencies). Version V Page 19/25

20 4 Needs and expectations of citizen user group - Peru This section presents the methodology and tools applied to identify the needs and expectations of the citizens user group in Peru, as well as the its results and conclusions. 4.1 User-citizens Group The model of the survey has been taken from Brazil ( Annex B in Spanish ), applied in Poupatempo, Santo Amaro and Itaquera. The application of the survey was made in the district of Villa El Salvador, with the purpose of counting on a high volume of people. The sample reached the number of 150 surveys. The people were chosen randomly among those that approached the Municipality Agency to request some proceeding Profile of the target group The average age (of greater frequency), of people that approached to make transacts was from 18 to 35 years (58%), followed by a second group of people from 36 to 60 years (34%). Almost 37% of the people have complete secondary level. In addition it was observed that 20,6% referred to people with technical level and 13,5% have complete university studies. About 37% of the population do not have economic income and 31,2% have income lower than 350 Nuevos Soles (< Euro 70). Among the surveyed people, 51,7% already programmed VCR and 37,9% know how to program microwave. Only 35,5% have used automatic bank cash dispensers and the use of the cellular phones includes 41,3%. Regarding computers, 58% have never used it, but there is great interest on learning how to do it; 24,13% do not use it regularly and only 3,44% use it frequently. Among the interviewed people, 58% use electronic public services with guide aid and 37,93% prefer to do it in personally ( with assistance ). Only 20% of the whole sample have access on line services through Internet and, among these, 60% considered that the tools offer a good service; and the remaining 40% considered the services not satisfactory. Regarding people preferences to access the public services through Internet: 24% prefer to do it by Public Cabins. Almost 20% prefer to make it by Internet from their house or from work and others 13% prefer to do it through the cellular telephone. Finally 15% prefer doing it in the Municipality offices. Version V Page 20/25

21 5 Conclusions and future work Based on present investigations, we can conclude that Internet media is a significant social and cultural tool in Brazil and Peru. There are differences according to income distribution and by unemployment. The access to electronic services became significantly available in the State of São Paulo and it is quickly increasing in Peru. The reach of governmental sites in Brazil presents an excellent level and must be observed by the project egoia regarding the access by Web either with or without e-poupatempo attendance aid. On the other hand, the public services and Internet users do not present a homogeneous group. Empirical data shows segmentations of intra-groups of several kinds, which must be considered by the project for demonstrating e-gov services to the citizen, by taking into account their difficulties and considering appropriate interface solutions, through the SP5, as well as also satisfying the expectations from the other user groups (CPA employees and executive group) considered in this report. Version V Page 21/25

22 6 References DATAFOLHA Research Institute, ECHEGARAY, Fabián. Dimensões da Cibercultura no Brasil. Market Analysis Brasil, Opinião Pública, Vol. IX, n. 2, pp , Campinas, São Paulo, E-Poupatempo Research, Results Presentation, São Paulo, IBRANDS, IBOPE Nielsen/NetRatings, La sociedad de la información en el Perú presente y perspectivas Telefónica. Morris, Eddie. " La sociedad de la Información Conceptos y características. Baca, Graciela Fernández, "La sociedad de la Información y el desarrollo de las TIC". Version V Page 22/25

23 Annex A Questionnaire to citizens (in English) Version V Page 23/25

24 Annex B Questionnaire to citizens (in Spanish) Version V Page 24/25

25 Version V Page 25/25