eServices for Citizens: The Dutch Usage Case

Jan van Dijk; Willem Pieterson; Alexander van Deursen; Wolfgang Ebbers

doi:10.1007/978-3-540-74444-3_14

eServices for Citizens: The Dutch Usage Case

Jan van Dijk, Willem Pieterson, Alexander van Deursen, Wolfgang Ebbers

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

39 Citations (Scopus)

Abstract

In most countries, the maturity of eService delivery is measured by the supply of electronic service delivery. However, in many countries there is a gap between the supply and demand of eServices. We studied the actual use of eServices and the potential use of eServices in the Netherlands. We found a gap between the actual and potential use of eServices. Main explanations for this gap are the lack of knowledge about the availability of eServices, the media use characteristics and the social characteristics of the (non)users. Conclusions of our study are that the potential usage is high and second, simply putting services online is not enough. People have to get to know the services and need the skills to use them. Implications for future research are that we need a deeper understanding of factors that underlie the use of eServices, since supply alone will not lead to use of eServices.

Original language	English
Title of host publication	Electronic Government
Subtitle of host publication	6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007. Proceedings
Editors	Maria A. Wimmer, Jochen Scholl, Åke Grönlund
Place of Publication	Berlin
Publisher	Springer
Pages	155-166
Number of pages	12
ISBN (Electronic)	978-3-540-74444-3
ISBN (Print)	978-3-540-74443-6
DOIs	https://doi.org/10.1007/978-3-540-74444-3_14
Publication status	Published - 2007
Event	6th International Conference on Electronic Government, EGOV 2007 - Regensburg, Germany Duration: 3 Sep 2007 → 7 Sep 2007 Conference number: 6

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer
Volume	4656
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	6th International Conference on Electronic Government, EGOV 2007
Abbreviated title	EGOV
Country/Territory	Germany
City	Regensburg
Period	3/09/07 → 7/09/07

Keywords

METIS-243859

Access to Document

10.1007/978-3-540-74444-3_14

Cite this

van Dijk, J., Pieterson, W., van Deursen, A., & Ebbers, W. (2007). eServices for Citizens: The Dutch Usage Case. In M. A. Wimmer, J. Scholl, & Å. Grönlund (Eds.), Electronic Government: 6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007. Proceedings (pp. 155-166). (Lecture Notes in Computer Science; Vol. 4656). Springer. https://doi.org/10.1007/978-3-540-74444-3_14

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title = "eServices for Citizens: The Dutch Usage Case",

abstract = "In most countries, the maturity of eService delivery is measured by the supply of electronic service delivery. However, in many countries there is a gap between the supply and demand of eServices. We studied the actual use of eServices and the potential use of eServices in the Netherlands. We found a gap between the actual and potential use of eServices. Main explanations for this gap are the lack of knowledge about the availability of eServices, the media use characteristics and the social characteristics of the (non)users. Conclusions of our study are that the potential usage is high and second, simply putting services online is not enough. People have to get to know the services and need the skills to use them. Implications for future research are that we need a deeper understanding of factors that underlie the use of eServices, since supply alone will not lead to use of eServices.",

keywords = "METIS-243859",

author = "{van Dijk}, Jan and Willem Pieterson and {van Deursen}, Alexander and Wolfgang Ebbers",

year = "2007",

doi = "10.1007/978-3-540-74444-3_14",

language = "English",

isbn = "978-3-540-74443-6",

series = "Lecture Notes in Computer Science",

publisher = "Springer",

pages = "155--166",

editor = "Wimmer, {Maria A.} and Jochen Scholl and {\AA}ke Gr{\"o}nlund",

booktitle = "Electronic Government",

note = "6th International Conference on Electronic Government, EGOV 2007, EGOV ; Conference date: 03-09-2007 Through 07-09-2007",

}

van Dijk, J, Pieterson, W, van Deursen, A & Ebbers, W 2007, eServices for Citizens: The Dutch Usage Case. in MA Wimmer, J Scholl & Å Grönlund (eds), Electronic Government: 6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007. Proceedings. Lecture Notes in Computer Science, vol. 4656, Springer, Berlin, pp. 155-166, 6th International Conference on Electronic Government, EGOV 2007, Regensburg, Germany, 3/09/07. https://doi.org/10.1007/978-3-540-74444-3_14

eServices for Citizens : The Dutch Usage Case. / van Dijk, Jan; Pieterson, Willem; van Deursen, Alexander et al.

Electronic Government: 6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007. Proceedings. ed. / Maria A. Wimmer; Jochen Scholl; Åke Grönlund. Berlin : Springer, 2007. p. 155-166 (Lecture Notes in Computer Science; Vol. 4656).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - eServices for Citizens

T2 - 6th International Conference on Electronic Government, EGOV 2007

AU - van Dijk, Jan

AU - Pieterson, Willem

AU - van Deursen, Alexander

AU - Ebbers, Wolfgang

N1 - Conference code: 6

PY - 2007

Y1 - 2007

N2 - In most countries, the maturity of eService delivery is measured by the supply of electronic service delivery. However, in many countries there is a gap between the supply and demand of eServices. We studied the actual use of eServices and the potential use of eServices in the Netherlands. We found a gap between the actual and potential use of eServices. Main explanations for this gap are the lack of knowledge about the availability of eServices, the media use characteristics and the social characteristics of the (non)users. Conclusions of our study are that the potential usage is high and second, simply putting services online is not enough. People have to get to know the services and need the skills to use them. Implications for future research are that we need a deeper understanding of factors that underlie the use of eServices, since supply alone will not lead to use of eServices.

AB - In most countries, the maturity of eService delivery is measured by the supply of electronic service delivery. However, in many countries there is a gap between the supply and demand of eServices. We studied the actual use of eServices and the potential use of eServices in the Netherlands. We found a gap between the actual and potential use of eServices. Main explanations for this gap are the lack of knowledge about the availability of eServices, the media use characteristics and the social characteristics of the (non)users. Conclusions of our study are that the potential usage is high and second, simply putting services online is not enough. People have to get to know the services and need the skills to use them. Implications for future research are that we need a deeper understanding of factors that underlie the use of eServices, since supply alone will not lead to use of eServices.

KW - METIS-243859

U2 - 10.1007/978-3-540-74444-3_14

DO - 10.1007/978-3-540-74444-3_14

M3 - Conference contribution

SN - 978-3-540-74443-6

T3 - Lecture Notes in Computer Science

SP - 155

EP - 166

BT - Electronic Government

A2 - Wimmer, Maria A.

A2 - Scholl, Jochen

A2 - Grönlund, Åke

PB - Springer

CY - Berlin

Y2 - 3 September 2007 through 7 September 2007

ER -

eServices for Citizens: The Dutch Usage Case

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