De digitale kloof en/in elektronische dienstverlening: een catch-22?

De Caluwe, C., Verdegem, P. and Van Dooren, W. 2012. De digitale kloof en/in elektronische dienstverlening: een catch-22? Tijdschrift voor Communicatiewetenschap. 40 (1), pp. 46-70.

Title De digitale kloof en/in elektronische dienstverlening: een catch-22?
AuthorsDe Caluwe, C., Verdegem, P. and Van Dooren, W.
Abstract

The digital divide and/in e-government: a catch-22? The supply side shows an increasing emphasis on the electronic channel. Nevertheless, the digital divide still exists and imposes a constraint on the demand side. This article examines how public organizations can develop and expand their electronic service delivery without further deepening the digital divide. Based on case studies conducted in Flemish and Dutch public organizations, we show that a multichannel management can add up to a service delivery which favors all citizens, including the target groups of the digital divide. A multichannel strategy allows for a service delivery with added value, therefore having an intrinsic incentive to benefit all citizenry and striving for a high take-up of electronic services. Multichannel management can realize a public service delivery that is transparent, cost efficient, user-centered and effective.

KeywordsMultichannel-management, electronic government, user acceptance, information-technology, services, challenges, electronic service delivery, trust, digital divide
JournalTijdschrift voor Communicatiewetenschap
Journal citation40 (1), pp. 46-70
ISSN1384-6930
Year2012
PublisherBoom uitgevers Amsterdam
Web address (URL)https://www.tijdschriftvoorcommunicatiewetenschap.nl/inhoud/tijdschrift_artikel/CW-40-1-46/De-digitale-kloof-en-in-elektronische-dienstverlening-een-catch-22
Publication dates
Published2012

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