Citizen-Initiated Contacts With Ontario Local E-Government: Administrator's Responses to Contacts

Abstract

This study examines Ontario, Canada’s municipal e-government adoption. This paper specifically focuses on how e-government has increased citizen-initiated contacts with these local governments. This study uses survey data of these local governments to determine the key factors that predict increased citizen contact with e-government. What these municipal governments most commonly are doing is informational e-government, such as providing downloadable forms for manual completion. Transactional e-government is done less often, with very few local governments offering online payment of taxes, for example. The regression results indicated that offering more online services or e-services and having a separate information technology (IT) department developing the e-government budget increased citizen contact with e-government. The traditional factors that are used to explain citizen-initiated contact, such as socioeconomic status of the community, were not found to have any impact on increasing citizen contact with e-government.