# 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%

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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%

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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)

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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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)

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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%

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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)

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Figure 15: Preferred approach to providing consent for information sharing
Preferred approach | All Respondents (n=2,500)
--- | ---
Each time | 60%
Once only | 34%

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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%

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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%

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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)

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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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%

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