Citizen satisfaction with contacting government on the internet
Information Polity
The impact of the digital divide on e-government use
Communications of the ACM - A Direct Path to Dependable Software
Digital Government: Technology and Public Sector Performance
Digital Government: Technology and Public Sector Performance
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This article 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 article 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.