Projects per year
Abstract
The Danish e-government strategy aims to increase the efficiency of public sector administration by making e-government channels mandatory for citizens by 2015. Although Danish citizens have adopted e-government channels to interact with public authorities, many also keep using traditional channels. Previous studies have analyzed citizens’ channel choice in non-mandatory settings, and mostly surrounding a single isolated channel. To cover these gaps we present a mixed method study of citizens’ actual use of e-government channels using domestication theory as our framework. Our findings indicate that e-government and traditional channels are often used simultaneously, and
citizens’ perceptions and previous histories with public authorities influence channel choice. Further, citizens’ existing routines related to third-party non-official channels also influence their interaction with public authorities. Moreover, we find a series of unmet needs which leads to information requests on traditional channels concerning online transactions. Based on the study we offer recommendations to practioners to increase the use of e-government channels and reduce traffic on traditional channels.
citizens’ perceptions and previous histories with public authorities influence channel choice. Further, citizens’ existing routines related to third-party non-official channels also influence their interaction with public authorities. Moreover, we find a series of unmet needs which leads to information requests on traditional channels concerning online transactions. Based on the study we offer recommendations to practioners to increase the use of e-government channels and reduce traffic on traditional channels.
Original language | English |
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Journal | Government Information Quarterly |
Volume | 32 |
Issue number | 4 |
Pages (from-to) | 380-388 |
ISSN | 0740-624X |
DOIs | |
Publication status | Published - 9 Oct 2015 |
Keywords
- channel choice
- domestication theory
- e-government
- mandatory channels
- offline traffic reduction
- self-service applications
- single parents
Projects
- 1 Finished
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4til80: Fra fire til firs procent? Diffusion og Domesticering af webbaserede selvbetjeningsløsninger til offentlige ydelser.
Kræmmergaard, P. (PI), Ling, R. (CoI) & Østergaard Madsen, C. (CoI)
Danish Council for Strategic Research
01/08/2012 → 23/11/2015
Project: Research