Title | ||
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The efficiency of freedom: Single parents' domestication of mandatory e-government channels |
Abstract | ||
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The Danish e-government strategy aims to increase the efficiency of public sector administration by making e-government channels mandatory for citizens by 2015. Although Danish citizens have adopted e-government channels to interact with public authorities, many also keep using traditional channels. Previous studies have analyzed citizens' channel choice in non-mandatory settings, and mostly surrounding a single isolated channel. To cover these gaps we present a mixed method study of citizens' actual use of e-government channels using domestication theory as our framework. Our findings indicate that e-government and traditional channels are often used simultaneously, and citizens' perceptions and previous histories with public authorities influence channel choice. Further, citizens' existing routines related to third-party non-official channels also influence their interaction with public authorities. Moreover, we find a series of unmet needs which leads to information requests on traditional channels concerning online transactions. Based on the study we offer recommendations to practitioners to increase the use of e-government channels and reduce traffic on traditional channels. |
Year | DOI | Venue |
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2015 | 10.1016/j.giq.2015.09.008 | Government Information Quarterly |
Keywords | DocType | Volume |
Channel choice,Domestication theory,E-government,Mandatory channels,Offline traffic reduction,Self-service applications | Journal | 32 |
Issue | ISSN | Citations |
4 | 0740-624X | 0 |
PageRank | References | Authors |
0.34 | 18 | 2 |
Name | Order | Citations | PageRank |
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Christian Ø. Madsen | 1 | 11 | 2.21 |
pernille kraemmergaard | 2 | 9 | 0.82 |