European Journal of ePractice

A key factor determining the benefits and impact of any eGovernment service is the number of users of the service and/or the frequency of use of a system. The use of electronically provided services is currently disappointing. UK and international analysis demonstrates a strong and consistent correlation overtime between eGovernment service uptake and Internet access. The increasing availability of eGovernment services and advertising campaigns do not appear to have enhanced the relative level of eGovernment service use.

The task of transforming services and enhancing efficiency is clearly much more complex than adding new delivery channels and passively waiting for users to migrate to them. More needs to be done to convince non-users who are willing to use eGovernment services to try them. Once attracted they will usually continue to use the new channel and cost savings provided by electronic channels should be realised more quickly.

In this paper, evidence is provided to demonstrate that despite low levels of uptake there is a relatively high level of willingness amongst UK citizens to use electronic services. Satisfaction and loyalty are high and large numbers of users are beginning to see tangible benefits from eGovernment. Recommendations to overcome barriers to uptake and catalysts for eGovernment use are provided.