Moving toward e-government: effective strategies for increasing access and use of the internet among non-internet users in the U.S. and U.K.

ABSTRACT

Increasing penetration of the Internet for government service delivery (e-government) poses new challenges for the users of those services, especially groups of people who are less likely to use the Internet but are more likely to use government services - people on low incomes, older people, and people with disabilities. Internet access in itself does not mean that those who could benefit most from government online services will use them. While there are many initiatives intended to increase access to and use of the Internet, some of which have an element of increasing use of e-government, there are few detailed accounts of what makes an initiative successful. The aim of this paper is therefore to begin to fill a gap by providing information on strategies that initiatives in the United States and the United Kingdom have used and that have been effective in terms of encouraging marginalized groups of people to use the Internet as a first step toward using e-government services. The strategies reported in this paper were identified through multiple case study research that was conducted in the U.S. and the U.K. between May and November 2006. The paper concludes with recommendations targeted at policymakers and government managers, committed to making e-government information and services universally accessible.

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INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.2 Social Issues
          Subjects: Assistive technologies for persons with disabilities

Additional Classification:
  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.2 Social Issues
          Subjects: Handicapped persons/special needs**; Employment

General Terms:
Human Factors, Performance

Keywords:
accessibility, case study, diffusion of innovation, digital barriers, digital government, disability, e-government, electronic government, low wage, older people, public services, social science research, technology adoption, universal access, usability