Comparing Citizens’ use of E-Government to Alternative Service Channels

Comparing Citizens’ use of E-Government to Alternative Service Channels

Christopher G. Reddick (The University of Texas at San Antonio, USA)
DOI: 10.4018/978-1-4666-1740-7.ch053
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Abstract

This chapter examines the role e-government has over citizens’ when they initiate contact with their government. It also compares the influence that other contact channels have on citizens’ contacts with government. A public opinion survey is analyzed to determine what factors explain the different methods of contacting government, namely through the phone, e-government, visiting a government office, or a combination of approaches. This chapter also analyzes citizens’ preferred method of contacting government, examining different types of information or assistance that citizens’ can get from government. The results of this study indicate that e-government is just one of many possible service channels that citizens use, with the phone being the most common. The overall importance of the survey results indicate that e-government is just one contact channel for citizens, and resources should also be devoted towards other contact channels given their importance as well to citizens.
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Issues And Constraints

There are several issues and constraints mentioned in the e-government literature that should affect the choice of contact channel citizens’ choose to use. One measure is the level of satisfaction that the individual has with the ways things are going in their community (Cohen, 2006). User satisfaction is critical for the development of e-government (Verdegem & Verleye, 2009).Citizens that are satisfied with the ways things are going in their community, are more likely to use e-government to contact government.

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