Research on Internet Use, Demographics, and Customer Expectations

These are examples of research on internet use, demographics, and customer expectations for current federal public websites. If you'd like to suggest a resource, please contact us.

Demographic Research/Citizen Expectations

• Center for Technology in Government - "What Citizens Want from e-Government"
• Reports from the Pew Internet & American Life Project
• "How Americans Get in Touch With Government"   (PDF, 880KB, May 2004, requires Adobe Acrobat Reader)
• Census Bureau: Computer Use Data
• A Nation Online - Report from the National Telecommunications and Information Administration
• USDA's Audience Analysis   (PDF, 1.10MB, 2003, requires Adobe Acrobat Reader)
• What Citizens Look For on USA.gov

Reports about Federal Websites and E-Government

• "Becoming a Citizen-Centered Government Through Best Practices in Web Management"   (PDF, 2.50 MB, 2004, requires Adobe Acrobat Reader)
• Brown University, "State and Federal e-Government in the U.S., 2005"
• Brown University, "Global E-Government Report, 2005"
• UN E Government Report, 2005
• Government-Wide Assessment of Citizen Service Activities, June 15, 2007 (PDF, 40 MB, 2007, requires Adobe Acrobat Reader)