Streamlining E-Government Service Delivery: Addressing the Persistent Challenges of User Engagement and Accessibility
Keywords:
e-government, user engagement, accessibility, public administration, digital transformation, service delivery, socio-economic barriers, policy recommendationsAbstract
This study investigates the critical issues surrounding user engagement and accessibility in e-government service delivery, an ever-pressing challenge in the digital age. Leveraging a mixed-methods approach, we first conducted a comprehensive survey of 1,200 citizens across various demographics, examining their experiences and satisfaction levels with online governmental services. Additionally, in-depth interviews with 30 public administration officials provided qualitative insights into the systemic barriers affecting service uptake. Our findings reveal significant discrepancies in user experience based on socio-economic status, revealing an urgent need for tailored interventions. Key quantitative metrics indicate that only 45% of users found e-government services accessible and user-friendly, highlighting a direct correlation between engagement strategies and user satisfaction levels. This study not only uncovers the critical barriers to engagement but also proposes evidence-based recommendations for enhancing service delivery in public administration. These findings have profound implications for policymakers aiming to foster inclusivity and efficiency in government service provision.
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Najafova, K. Jamila Hasanova. РОЗВИТКУ.
