The eUser project released a report that details a survey regarding citizen need of eGovernemnt and other online survey. Among the key findings are:

• No perceived tangible benefits when compared to the phone or face-to-face interactions.
  
• Many can only access services through others because they are not skilled in using the Internet.
  

Consistent information delivery across departments and good training is key to helping set expectations. Also, everyone -- the government and the citizens -- understanding when to best use online services (making appointments, for example, or finding forms) versus a need for face-to-face interactions can help with both.

(via experientia)