oa De digitale kloof en/in elektronische dienstverlening: een catch-22?

The digital divide and/in e-government: a catch-22?

Service delivery in the information society must take into account the close relationship between the digital divide on the one hand and electronic service delivery on the other hand. The supply side shows an increasing emphasis on the electronic channel. Nevertheless, the digital divide still exists and imposes a constraint on the demand side. This article examines how public organizations can develop and expand their electronic service delivery without further deepening the digital divide. Based on case studies conducted in Flemish and Dutch public organizations, we show that a multichannel management can add up to a service delivery which favors all citizens, including the target groups of the digital divide. A multichannel strategy allows for a service delivery with added value, therefore having an intrinsic incentive to benefit all citizenry and striving for a high take-up of electronic services. Multichannel management can realize a public service delivery that is transparent, cost efficient, user-centered and effective.