E-Government Services Usability & Accessibility Survey

Welcome to this survey about your experience with online government and public services. This survey takes approximately 7–9 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. Your feedback will be used to improve online public services. By continuing, you consent to participate in this research.

Have you used any online government or public service in the past 3 months?

• Yes
• No

Overall, how easy or difficult was it to use these online services?

Which, if any, accessibility barriers did you encounter while using these services? Select all that apply.

• Small text or low contrast
• Difficult to navigate with keyboard only
• Issues with screen reader compatibility
• Missing captions or transcripts
• Forms incompatible with assistive technologies
• Complex or unclear language
• Short session timeouts or time limits
• Other
• None — I did not encounter any barriers

How transparent were these services about how your information is used, any applicable fees, and how decisions are made?

When you need help with an online public service, rank your top 3 preferred support channels.

1. Phone support
2. Live chat with an agent
3. Email support
4. In-person help desk
5. Help articles / FAQs
6. Automated chatbot

What is one improvement that would most help you complete tasks on online public services?

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for your time — your feedback will help improve online public services for everyone.

Approximately how many different online public services did you use in the past 3 months?

• 1
• 2–3
• 4–5
• 6–10
• More than 10

How often were you able to complete your task on the first try?

Overall, how would you rate the accessibility of these online services?

How much do you trust that your personal data is handled securely by these online services?

Rank the following aspects of online public services by how important they are to you (1 = most important).

1. Ease of use
2. Clear instructions and language
3. Fast processing times
4. Ability to track application status
5. Data privacy and security
6. Accessibility for all users
7. Availability of human support

We'd like to explore your experience in a bit more detail. An AI moderator will ask a few brief follow-up questions about your use of online public services.

Which of the following best describes your gender?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

Which types of online public services did you use in the past 3 months? Select all that apply.

• Paying taxes or fees
• Applying for permits or licenses
• Accessing benefits or social services
• Reporting an issue (e.g., pothole, noise complaint)
• Booking appointments
• Searching for official information or records
• Other
• None of the above

The instructions and guidance provided were clear and easy to follow.

Based on your responses in this survey, is there anything else you would like to share about your experience with online public services?

Which country or region do you currently live in?

• United States
• United Kingdom
• Canada
• Australia
• European Union (other)
• Other
• Prefer not to say

I was able to find the information or service I needed without difficulty.

What is the highest level of education you have completed?

• Less than high school
• High school diploma or GED
• Some college or trade school
• Bachelor's degree
• Graduate or professional degree
• Prefer not to say

The steps required to complete my task were logical and easy to follow.

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Unemployed and seeking work
• Unemployed and not seeking work
• Student
• Retired
• Unable to work
• Prefer not to say