Citizens like personal service

Americans are proving wrong those federal officials who thought online government services would replace service channels such as the telephone.

In 2003, 97 million Americans either used government Web sites or e-mailed government officials, according to research by Pew Internet and American Life Project, a nonprofit, nonpartisan research organization in Washington.

But electronic services haven't reduced the need for phone and in-person contacts with federal employees, and probably won't for another 10 to 15 years, said Lee Rainie, project director.

Americans are most comfortable getting information online, but when they have a problem or need to share personal information, they want to deal with a person face to face or by phone, Rainie said. *

Reader Comments

Please post your comments here. Comments are moderated, so they may not appear immediately after submitting. We will not post comments that we consider abusive or off-topic.

Please type the letters/numbers you see above

What is your e-mail address?

My e-mail address is:

Do you have a password?

Forgot your password? Click here
close

Trending

  • VIDEO: Explore the 2019 M&A Trends

    Editor Nick Wakeman interviews Kevin DeSanto of the investment bank KippsDeSanto about the highlights of their annual M&A survey and trends driving acquisitions in the federal space. Read More

  • PROJECT 38 PODCAST

    In our latest Project 38 Podcast, editor Nick Wakeman and senior staff writer Ross Wilkers discuss the major news events so far in 2019 and what major trends are on the horizon. Read More

contracts DB

Washington Technology Daily

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.