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Citizens and E-Government Service Delivery: Techniques to Increase Citizen Participation

Citizens and E-Government Service Delivery: Techniques to Increase Citizen Participation

Jennifer A. Kurtz, Roland J. Cole, Isabel A. Cole
Copyright: © 2010 |Pages: 22
ISBN13: 9781615209330|ISBN10: 1615209336|ISBN13 Softcover: 9781616922986|EISBN13: 9781615209347
DOI: 10.4018/978-1-61520-933-0.ch002
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MLA

Kurtz, Jennifer A., et al. "Citizens and E-Government Service Delivery: Techniques to Increase Citizen Participation." Politics, Democracy and E-Government: Participation and Service Delivery, edited by Christopher G. Reddick, IGI Global, 2010, pp. 17-38. https://doi.org/10.4018/978-1-61520-933-0.ch002

APA

Kurtz, J. A., Cole, R. J., & Cole, I. A. (2010). Citizens and E-Government Service Delivery: Techniques to Increase Citizen Participation. In C. Reddick (Ed.), Politics, Democracy and E-Government: Participation and Service Delivery (pp. 17-38). IGI Global. https://doi.org/10.4018/978-1-61520-933-0.ch002

Chicago

Kurtz, Jennifer A., Roland J. Cole, and Isabel A. Cole. "Citizens and E-Government Service Delivery: Techniques to Increase Citizen Participation." In Politics, Democracy and E-Government: Participation and Service Delivery, edited by Christopher G. Reddick, 17-38. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-933-0.ch002

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Abstract

Without a plan for marketing the convenience, ease, and safety of online services, the goal of achieving an 80 percent adoption rate by citizens for certain e-government services (e.g., tax filing and vehicle registration) will remain a dream. Although states realize benefits from implementing online applications that reduce processing time and costs, the rate of growth in citizen e-government adoption rates seems to have leveled off. This chapter examines, from the state’s perspective, successful techniques for increasing citizen use of electronic applications for two common activities – vehicle registration renewal and income tax filing – in four Midwestern states (Illinois, Indiana, Kentucky, Ohio). Usage patterns depend in part on an individual citizen’s technological sophistication, whether digital naïf, digital immigrant, or digital native. Usage can be influenced, however, by state government investments to market electronic services (through awareness campaigns or financial incentives), establish alternative access points, and incorporate human use factors in applications.

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