Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands

Alexander van Deursen; Jan van Dijk; Wolfgang E. Ebbers

doi:10.1007/11823100_24

Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands

Alexander van Deursen
, Jan van Dijk
, Wolfgang E. Ebbers

Faculty of Behavioural, Management and Social Sciences

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

76 Citations (Scopus)

147 Downloads (Pure)

Abstract

Most of the EU-15 countries illustrate a gap between potential usage and actual usage of electronic public services. Using a model of four successive kinds of access to digital technologies a number of explanations are sought. They are tested in the case of current Dutch electronic governmental service usage. Motivational access indicates that there is a part of the Dutch population that doesn’t have sufficient motivation for using computers and the Internet. It also appears that even in the Netherlands, a top country regarding Internet and broadband connections, physical access cannot be taken for granted. Insufficient digital skills produce serious problems as well. But the most striking facts are found in the context of usage access. Here we have observed a lack of user orientation in Dutch e-government services. It appears that the Dutch government doesn’t know what citizens want, how they use ICT en what the consequences for citizens are.

Original language	English
Title of host publication	Electronic Government
Subtitle of host publication	5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings
Editors	Maria A. Wimmer, Hans J. Scholl, Åke Grönlund, Kim Viborg Andersen
Place of Publication	Berlin, Heidelberg
Publisher	Springer
Pages	269-280
ISBN (Electronic)	978-3-540-37687-3
ISBN (Print)	978-3-540-37686-6
DOIs	https://doi.org/10.1007/11823100_24
Publication status	Published - 4 Sept 2006
Event	5th International Conference on Electronic Government, EGOV 2006 - Kraków, Poland Duration: 4 Sept 2006 → 8 Sept 2006 Conference number: 5

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer
Volume	4084
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	5th International Conference on Electronic Government, EGOV 2006
Abbreviated title	EGOV
Country/Territory	Poland
City	Kraków
Period	4/09/06 → 8/09/06

Keywords

2023 OA procedure

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/11823100_24

ArticleFinal published version, 1.31 MBLicence: Taverne

Cite this

van Deursen, A., van Dijk, J., & Ebbers, W. E. (2006). Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands. In M. A. Wimmer, H. J. Scholl, Å. Grönlund, & K. Viborg Andersen (Eds.), Electronic Government: 5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings (pp. 269-280). (Lecture Notes in Computer Science; Vol. 4084). Springer. https://doi.org/10.1007/11823100_24

van Deursen, Alexander ; van Dijk, Jan ; Ebbers, Wolfgang E. / Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands. Electronic Government: 5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings. editor / Maria A. Wimmer ; Hans J. Scholl ; Åke Grönlund ; Kim Viborg Andersen. Berlin, Heidelberg : Springer, 2006. pp. 269-280 (Lecture Notes in Computer Science).

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van Deursen, A, van Dijk, J & Ebbers, WE 2006, Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands. in MA Wimmer, HJ Scholl, Å Grönlund & K Viborg Andersen (eds), Electronic Government: 5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings. Lecture Notes in Computer Science, vol. 4084, Springer, Berlin, Heidelberg, pp. 269-280, 5th International Conference on Electronic Government, EGOV 2006, Kraków, Poland, 4/09/06. https://doi.org/10.1007/11823100_24

Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands. / van Deursen, Alexander; van Dijk, Jan; Ebbers, Wolfgang E.
Electronic Government: 5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings. ed. / Maria A. Wimmer; Hans J. Scholl; Åke Grönlund; Kim Viborg Andersen. Berlin, Heidelberg: Springer, 2006. p. 269-280 (Lecture Notes in Computer Science; Vol. 4084).

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

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AB - Most of the EU-15 countries illustrate a gap between potential usage and actual usage of electronic public services. Using a model of four successive kinds of access to digital technologies a number of explanations are sought. They are tested in the case of current Dutch electronic governmental service usage. Motivational access indicates that there is a part of the Dutch population that doesn’t have sufficient motivation for using computers and the Internet. It also appears that even in the Netherlands, a top country regarding Internet and broadband connections, physical access cannot be taken for granted. Insufficient digital skills produce serious problems as well. But the most striking facts are found in the context of usage access. Here we have observed a lack of user orientation in Dutch e-government services. It appears that the Dutch government doesn’t know what citizens want, how they use ICT en what the consequences for citizens are.

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van Deursen A, van Dijk J, Ebbers WE. Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands. In Wimmer MA, Scholl HJ, Grönlund Å, Viborg Andersen K, editors, Electronic Government: 5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings. Berlin, Heidelberg: Springer. 2006. p. 269-280. (Lecture Notes in Computer Science). doi: 10.1007/11823100_24

Why E-government usage lags behind: explaining the gap between potential and actual usage of electronic public services in the Netherlands

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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Cite this