In a recent article on IT Use for Australian Business it is revealed that the Department of Broadband, Communications and the Digital Economy (DBCDE) deputy secretary Abul Rizvi had identified a “worrying” drop in the use of online government services between 2009 and 2011 and the department were investigating the use of video to deal with Generation Y. The drop in usage is identified in a report from AGIMO that is linked to (PDF, 96 pp, 3.24 Mb) but in my view this is not a surprise since the same experience was reported from Canada some while ago, and is probably only the fallback from the initial surge in trying new technologies and finding the experience less than ideal
Rather than throwing money at new technologies to resolve the issues around service, the solution is to examine the process, online and offline, and find what the problems are from the citizens’ view, and then sort out that process – be that caused by legislation (overly complex) or waste.
Posted by greatemancipator 
The Great E-mancipator 