Conclusion: Despite better and more available government services online there are considerable gaps in service quality. These gaps, or dissatisfaction, with services are based primarily in users' ability to deal with accessibility, navigation and understanding of government services and information.

There are two recommendations to be made from the five years' of usage data of government sites: Firstly, that content management, site navigation and information discovery has to be improved, and, secondly, an information marketing campaign to assist users should also be considered using the Web and traditional media to inform and educate the public.

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Guy Cranswick

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Guy Cranswick