Assessing electronic service delivery in municipalities: determinants and financial consequences of e-government implementation

Tjerk Budding*, Bram Faber, Raymond Gradus

*Corresponding author for this work

Research output: Contribution to JournalArticleAcademicpeer-review

Abstract

In the Netherlands, electronic service delivery has become an important issue in many municipalities. Using the Internet for service delivery is seen as an important element of e-government. Based on 2014–2016 panel data for all Dutch municipalities, we show that there is a large variety among the municipalities in the extent to which they offer their service delivery digitally. By exploring the factors that may explain the differences among the municipalities, some trends can be discerned. Most notably is the strong relationship of e-government adoption with demographic characteristics, such as population, population density and both older age and younger age groups. Remarkably, we did not find an influence of education and income. Finally, we did not observe a relation between municipal allocated costs and level of e-maturity, hereby leaving the question open if and how e-government can lead to cost reductions.

Original languageEnglish
Pages (from-to)697-718
Number of pages22
JournalLocal Government Studies
Volume44
Issue number5
Early online date17 May 2018
DOIs
Publication statusPublished - 3 Sep 2018

Keywords

  • cost of services
  • E-government
  • empirical study
  • local government
  • municipalities
  • service delivery

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