At this time in internet history, e-government is evolving to offer information, help, and efficiencies of all sorts to citizens. Measuring citizen participation in e-government and evaluating its success and shortcomings so far can help point the way toward improved online services and to a more satisfied, and therefore involved, engaged citizenry.

This research was designed as a lens into this e-government moment in time.  The report focuses on people’s problems that fall within the realm of government administration or concern. It examines how people seek to deal with these kinds of problems and solve these kinds of matters. In particular, it compares and contrasts the different ways (internet versus more traditional ways) people approach the government for the help they need. 

A majority of Americans (58%) have contacted their government in some way during the past year. The methods for contacting the government varied. Some 42% of those who contacted the government say they visited an agency in person; about one in three (29%) say they called a government office; 18% say they sent an email to a government office or agency; and 13% say they wrote a letter to the government.

Americans reached out to different layers of government administration. Some 27% of those who say they contacted the government in the past year say they contacted their local government; another 27% say they contacted their state government. Slightly fewer – 23% – say they contacted the federal government. And 12% say they reached out to several different levels of government. About 10% of respondents either could not remember or would not say where they approached the government.

Members of minority groups are less likely to have contacted the government than others. Three in five white Americans (60%) say they have contacted their government in the past year, while 49% of minority adults have done the same.

Internet users are much more likely to contact the government than non-users, whether or not they actually used the internet to make that contact. Two-thirds of internet users (65%) say they have contacted the government in the past year, compared with 36% of those who do not use the internet. Internet users double non-users in contacting the government offline as well. There are no certain causes in our data that explain this finding. Perhaps internet users, who are more highly educated than non-users, feel more confident using their research or problem-solving skills, or perhaps they are inclined to use multiple approaches in trying to accomplish their mission.

A similar pattern emerges when comparing high-access and low-access users. Two-thirds of high-access internet users (66%) say they have contacted the government in the past year, compared with 43% of those who have only dial-up access at home or no personal internet access.