Research summary: Internet Use and Online Government Services in Canada
Title of the report: Internet Use and Online Government Services in Canada
Author of the report: Firouz Fallahi
Alternate formats
Internet use and online government services in Canada [PDF - 262 KB]
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Why this study
The Government of Canada wants to make it easier for people to use government services online. But some people still face difficulties using these online services or prefer other ways like calling or going in-person to get services.
To better understand these problems and help improve online services for everyone to use, this study used well-established Artificial Intelligence-based research methods to look at the online government services usage and problems people face when using them.
What we did
We used data from the Canadian Internet Use Survey (CIUS) from 2018 and 2022. The study focused on Canadians aged 15 and older and looked at:
- what they do online, including using government services
- differences among groups (based on age, income, province, Indigenous status, immigrant status, visible minority status) in using online government services
- common problems with accessing online government services
What we found
The following results highlight how people in Canada use the Internet:
- 91% of Canadians used the Internet in 2018, rising to 95% in 2022
- seniors and low-income Canadians increased their Internet use the most, but seniors remain the largest group of non-users
Here's what we found about Internet users who used online government services in 2022:
- 81% of Internet users accessed at least one government service online, mostly to get information
- seniors, youth, and lower-income people use online services less
- Indigenous people, immigrants, and visible minorities use them more
- 1 in 4 users had technical problems with government websites
- 17% of online service users would rather use the phone, go in person, or send mail
- older people prefer phone and mail; younger people prefer in-person visits
- younger, educated, working people, and those who trust governments use online services more
- women use online services less than men
- people in Manitoba and Saskatchewan use these services less
Many people find government websites hard to use or can't get help to use them. Some worry about the safety of their personal information online.
What it means
The results help make online services more inclusive and easier for everyone to use. They also show the need for:
- websites that are easier to use, better technical support, and stronger security measures
- keeping phone, in-person, and mail choices available so everyone can use the services
- providing special help programs for seniors, low-income Canadians, and people who don't trust the government
Contact us
Strategic and Service Policy Branch, Service Policy and Strategy Directorate, Service Research Division
Email: esdc.nc.sspb.research-recherche.dgpss.cn.edsc@hrsdc-rhdcc.gc.ca