CTIT University of Twente

2006-09 Why E-Government Usage Lags Behind

September 2006

Alexander van Deursen, Jan van Dijk & Wolfgang Ebbers

Why E-Government Usage Lags Behind: Explaining the Gap between Potential and Actual Usage of Electronic Public Services in the Netherlands

Reference:
van Deursen, A., van Dijk, J. & Ebbers, W. (2006). Why E_Government Usage Lags Behind: Explaining the Gap between Potential and Actual Usage of Electronic Public Services in the Netherlands. In: M.A. Wimmer et al. (Eds.) EGOV 2006, LNCS 4084, pp. 269-280. Berlin Heidelberg: Springer Verlag.

Abstract:
Most of the EU-15 countries illustrate a gap between potential usage and actual usage of electronic public services. Using a model of four successive kinds of access to digital technologies a number of explanations are sought. They are tested in the case of current Dutch electronic governmental service usage. Motivational access indicates that there is a part of the Dutch population that doesn’t have sufficient motivation for using computers and the Internet. It also appears that even in the Netherlands, a top country regarding Internet and broadband connections, physical access cannot be taken for granted. Insufficient digital skills produce serious problems as well. But the most striking facts are found in the context of usage access. Here we have observed a lack of user orientation in Dutch e-government services. It appears that the Dutch government doesn’t know what citizens want, how they use ICT en what the consequences for citizens are.

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