E-Government for an Inclusive Society: How Different Citizen Groups use E-Government Services in Europe

Abstract

This paper examines the role of eGovernment in supporting an inclusive society by focusing on how government and eGovernment services are used, and who uses them. In this context, the socio-economic and other characteristics of users and non-users of eGovernment services are examined, as is the importance of the different user access channels, including the digital channel, and the consequences this has. The focus is also on user experiences of eGovernment and the role of human intermediaries in delivering services. In each case, the benefits and challenges of eGovernment for an inclusive society are documented and analyzed. Finally, conclusions are drawn concerning appropriate inclusion policy.