Text Descriptions - Service Delivery and Privacy Public Opinion Research
Figure 1: Internet Use
| Internet Use |
All Respondents (n=2,500) |
| Yes, I use the Internet |
91.10% |
| No, I do not use the Internet |
8.80% |
Return to Figure 1
Figure 2: Online Activities
| Online Activities |
Respondents who use the Internet (n=2,228) |
| Stream TV or movies |
62.60% |
| Social networking |
76.70% |
| Buy products or services |
78.60% |
| Access news |
78.70% |
| Banking |
80.40% |
Return to Figure 2
Figure 3: Use of Online Government Services
| Use of Online Government Services |
Yes |
No |
| ….pay a fine |
29.20% |
70.50% |
| ….apply for government programs/benefits |
29.30% |
69.90% |
| ….apply for or renew a license |
34.40% |
65.00% |
| ….file taxes |
39.10% |
60.10% |
| ….download government forms |
59.70% |
39.00% |
Respondents who use the Internet (n=2,228)
Return to Figure 3
Figure 4: Reasons for not using online government services
| Reason |
Respondents who do not use government services online (n=484) |
| Other |
3.00% |
| Service not available online |
1.00% |
| Unclear about advantages |
2.00% |
| Lack of awareness |
3.00% |
| Privacy concerns |
7.00% |
| Lack of interest |
13.00% |
| Security concerns |
14.00% |
| Online is too impersonal |
16.00% |
| Too difficult/too slow/too time consuming |
19.00% |
| No need |
37.00% |
Return to Figure 4
Figure 5: Motivations to use online government services
| Motivation |
Respondents who use the internet (n=2,228) |
| I have no intention to use online services |
12.00% |
| Other |
3.00% |
| Low cost/free to use |
1.00% |
| Having access to a computer |
1.00% |
| 1-800 technical support line |
1.00% |
| Being able to complete the entire transaction online |
2.00% |
| Having Internet access |
2.00% |
| Ability to access service through other platforms |
2.00% |
| Online technical support |
2.00% |
| Understanding the advantages |
2.00% |
| Confidence my personal information will be safe |
5.00% |
| Promotion of online services |
8.00% |
| I intend to use the services |
8.00% |
| Don't need encouragement/just haven't had need |
22.00% |
| Easier to access/use |
30.00% |
Return to Figure 5
Figure 6: Use of GC services via an online account
| Use of GC services via an online account |
Respondents who use the internet (n=2,228) |
| Have accessed GC services |
58.40% |
| Have not accessed GC services |
40.30% |
Return to Figure 6
Figure 7: Preferred method of signing into a GC online account
| Preferred method |
Respondents who accessed Government of Canada services through an online account (n=1,276) |
| None of the above |
19.40% |
| I have no preference |
3.00% |
| Social media |
5.10% |
| Sign-in partner |
27.80% |
| GC sign-in |
44.80% |
Return to Figure 7
Figure 8: Preferred service channel for contacting the Government of Canada
| Preferred service channel |
All Respondents (n=2,500) |
| I don't contact the Government of Canada |
2% |
| In person / visiting an office |
18% |
| Online |
33% |
| Telephone |
46% |
Return to Figure 8
Figure 9: Reasons for using the phone to contact the GC
| Reason |
Respondents who use the phone to contact the Government of Canada (n=1,152) |
| Other |
1.00% |
| Don't live near a service centre/office |
3.00% |
| Don't trust online transactions |
3.00% |
| Don't have another option |
3.00% |
| It takes less time |
7.00% |
| It's more convenient |
34.00% |
| It's easier |
36.00% |
| Prefer to deal with humans |
44.00% |
Return to Figure 9
Figure 10: Reasons for using the Internet to contact the GC
| Reason |
Respondents who prefer to contact the Government of Canada online (n=750) |
| Other |
3.00% |
| Didn't have any other option |
1.00% |
| Don't live near a service centre/office |
2.00% |
| Takes too long to get through by phone |
13.00% |
| It takes less time |
28.00% |
| It's easier |
43.00% |
| It's more convenient |
59.00% |
Return to Figure 10
Figure 11: Reasons for visiting a GC office
| Reason |
Respondents who visit Government of Canada office (n=513) |
| Other |
1.00% |
| Didn't have any other option |
1.00% |
| Usually need to go to complete a transaction |
2.00% |
| It takes less time |
4.00% |
| Takes too long to get through by phone |
7.00% |
| Don't trust online transactions |
8.00% |
| It's easier |
22.00% |
| It's more convenient |
30.00% |
| Prefer to deal with humans |
61.00% |
Return to Figure 11
Figure 12: Knowledge of GC's sharing of personal information
| Knowledge of GC's sharing of personal information |
Definitely true |
Probably true |
Probably false |
Definitely false |
With federal departments/agencies |
24% |
48% |
13% |
7% |
With provinces / territories |
22% |
45% |
17% |
8% |
All Respondents (n=2,500)
Return to Figure 12
Figure 13: Support for "Tell Us Once"
| Support for "Tell Us Once" |
All Respondents (n=2,500) |
| Strongly agree |
33% |
| Somewhat agree |
34% |
| Neither agree nor disagree |
2% |
| Somewhat disagree |
11% |
| Strongly disagree |
18% |
Return to Figure 13
Figure 14: Comfort with GC sharing of personal information
| Comfort with GC sharing of personal information |
5 Very comfortable |
4 |
3 |
2 |
1 Not at all comfortable |
With federal departments/agencies |
37% |
21% |
17% |
8% |
17% |
With provinces / territories |
37% |
21% |
16% |
8% |
17% |
All Respondents (n=2,500)
Return to Figure 14
Figure 15: Preferred approach to providing consent for information sharing
| Preferred approach |
All Respondents (n=2,500) |
| Each time |
60% |
| Once only |
34% |
Return to Figure 15
Figure 16: Advantages of information sharing between federal and P/T governments
| Advantages of information sharing between federal and P/T governments |
All Respondents (n=2,500) |
| No advantages |
15.00% |
| Don't know |
13.00% |
| Other |
3.00% |
| Accountability/eliminates fraud |
2.00% |
| No miscommunication |
3.00% |
| Less bureaucracy/paperwork |
3.00% |
| Less expensive/saves money |
4.00% |
| Eliminates duplication |
7.00% |
| More accurate information |
8.00% |
| More efficient/better service |
9.00% |
| Shorter wait times |
9.00% |
| More convenient |
18.00% |
| Easier access to service |
20.00% |
| Faster service |
21.00% |
Return to Figure 16
Figure 17: Disadvantages of information sharing between federal and P/T governments
| Disadvantages of information sharing between federal and P/T governments |
All Respondents (n=2,500) |
| No disadvantages |
21.00% |
| Don’t know |
16.00% |
| Other |
3.00% |
| Errors/mistakes could be made |
6.00% |
| Identity theft |
7.00% |
| Information used for unintended purposes |
12.00% |
| Privacy (unspecified) |
15.00% |
| Privacy breach |
20.00% |
| Security |
21.00% |
Return to Figure 17
Figure 18: Trust in protection of personal information by organization
| Trust in protection of personal information by organization |
5 Great deal |
4 |
3 |
2 |
1 Not at all |
| Retail companies |
3.10% |
5.40% |
22.10% |
25.10% |
43.20% |
| Provincial / territorial government |
23.20% |
30.60% |
23.60% |
10.10% |
11.60% |
| Banks |
24.40% |
30.60% |
23.20% |
9.80% |
11.20% |
| Federal government |
26.70% |
31.10% |
20.20% |
9.10% |
11.90% |
All Respondents (n=2,500)
Return to Figure 18
Figure 19: Online Activities [comparison]
| Online Activities |
Online (n=1,033) |
Phone (n=2,228) |
| Stream TV/movies |
59% |
63.00% |
| Social networking |
80% |
77.00% |
| Buy products or services |
83% |
79.00% |
| Get news |
83% |
79.00% |
| Banking |
88% |
80.00% |
Return to Figure 19
Figure 20: Use of online government services [comparison]
| Use of online government services |
Online (n=1,033) |
Phone (n=2,228) |
| Pay a fine |
26% |
29.20% |
| Apply for programs/benefits |
30% |
29.30% |
| Apply for or renew a license |
37% |
34.40% |
| File taxes |
52% |
39.10% |
| Download forms |
56% |
59.70% |
Return to Figure 20
Figure 21: Use of GC services via an online account [comparison]
| Use of GC services via an online account |
Online (n=1,033) |
Phone (n=2,228) |
| Yes, have accessed GC services via an online account |
58% |
74% |
| No, have not done so |
40% |
26% |
Return to Figure 21
Figure 22: Preferred channel for contacting the GC [comparison]
| Preferred channel |
Online (n=1,033) |
Phone (n=2,500) |
| Telephone |
46% |
32% |
| Online |
33% |
48% |
| In person / visiting an office |
18% |
15% |
| I don't contact the Government of Canada |
2% |
5% |
Return to Figure 22
Figure 23: Knowledge of GC's sharing of information within federal govt. [comparison]
| Knowledge of GC's sharing of information within federal govt. |
Online (n=1,033) |
Phone (n=2,500) |
| Definitely true |
24% |
21% |
| Probably true |
48% |
56% |
| Probably false |
13% |
17% |
| Definitely false |
7% |
6% |
Return to Figure 23
Figure 24: Knowledge of GC's sharing of information with P/T govts. [comparison]
| Knowledge of GC's sharing of information with P/T govts. |
Online (n=1,033) |
Phone (n=2,500) |
| Definitely true |
22% |
20% |
| Probably true |
45% |
52% |
| Probably false |
17% |
20% |
| Definitely false |
8% |
8% |
Return to Figure 24
Figure 25: Support for "Tell Us Once" [comparison]
| Support for "Tell Us Once" |
Online (n=1,033) |
Phone (n=2,500) |
| Strongly agree |
33% |
26% |
| Somewhat agree |
34% |
38% |
| Neither agree nor disagree |
2% |
22% |
| Somewhat disagree |
11% |
7% |
| Strongly disagree |
18% |
6% |
Return to Figure 25
Figure 26: Comfort with sharing of personal information within GC [comparison]
| Comfort with sharing of personal information within GC |
5 Very comfortable |
4 |
3 |
2 |
1 Not at all comfortable |
| Phone (n=2,500) |
37% |
21% |
17% |
8% |
17% |
| Online (n=1,033) |
33% |
30% |
25% |
5% |
7% |
Return to Figure 26
Figure 27: Comfort with sharing of personal information between govts. [comparison]
| Comfort with sharing of personal information between govts. |
5 Very comfortable |
4 |
3 |
2 |
1 Not at all comfortable |
| Phone (n=2,500) |
37% |
21% |
16% |
8% |
17% |
| Online (n=1,033) |
28% |
28% |
29% |
6% |
9% |
Return to Figure 27
Figure 28: Preferred approach to providing consent [comparison]
| Preferred approach to providing consent |
Online (n=1,033) |
Phone (n=2,500) |
| Once only |
46% |
34% |
| Each time |
54% |
60% |
Return to Figure 28
Figure 29: Trust in protection of personal information by GC [comparison]
| Trust in protection of personal information by GC |
5 Great deal |
4 |
3 |
2 |
1 Not at all |
| Phone (n=2,500) |
27% |
31% |
20% |
9% |
12% |
| Online (n=1,033) |
19% |
35% |
31% |
8% |
7% |
Return to Figure 29