eServices for Citizens: The Dutch Usage Case

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

    Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

    40 Citations (Scopus)
    7 Downloads (Pure)


    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 languageEnglish
    Title of host publicationElectronic Government
    Subtitle of host publication6th International Conference, EGOV 2007, Regensburg, Germany, September 3-7, 2007. Proceedings
    EditorsMaria A. Wimmer, Jochen Scholl, Åke Grönlund
    Place of PublicationBerlin
    Number of pages12
    ISBN (Electronic)978-3-540-74444-3
    ISBN (Print)978-3-540-74443-6
    Publication statusPublished - 2007
    Event6th International Conference on Electronic Government, EGOV 2007 - Regensburg, Germany
    Duration: 3 Sept 20077 Sept 2007
    Conference number: 6

    Publication series

    NameLecture Notes in Computer Science
    ISSN (Print)0302-9743
    ISSN (Electronic)1611-3349


    Conference6th International Conference on Electronic Government, EGOV 2007
    Abbreviated titleEGOV


    • METIS-243859


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