Using online public services: a measurement of citizens’ operational, formal, information and strategic skills

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5 Citations (Scopus)

Abstract

It is important to take digital inequality research in consideration when focusing on electronic public service delivery. From this point of view, this paper considers four digital skills that citizens need when using online public services. Measurements of these skills in the Netherlands indicate that on average 80% of the operational skill Internet assignments, 72% of formal Internet skills assignments, 62% of the information Internet skills assignments and 25% of strategic Internet skills assignments have been successfully completed. Performances are significantly different for people with high, medium and low level of education attained and in some cases for people with different age. The Dutch government’s expectation that every citizen with an Internet connection is able to complete the assignments clearly is not justified.
Original languageEnglish
Title of host publicationElectronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008
EditorsMaria A. Wimmer, Hans J. Scholl, Enrico Ferro
Place of PublicationBerlin
PublisherSpringer
Pages195-206
Number of pages12
ISBN (Print)9783540852032
DOIs
Publication statusPublished - 2008
Event7th International Conference on Electronic Government, EGOV 2008 - Turin, Italy
Duration: 31 Aug 20085 Sep 2008
Conference number: 7

Publication series

NameLecture notes in computer science
PublisherSpringer
Volume5184
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference7th International Conference on Electronic Government, EGOV 2008
Abbreviated titleEGOV
CountryItaly
CityTurin
Period31/08/085/09/08

Keywords

  • METIS-253255
  • IR-94467

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