Promoting sustainable e-government with multichannel service delivery: A case study

Abstract

Sustainable e-government implies a synthesis of social equity, social inclusion, bridging the digital-divide and e-participation. Upon that, it is necessary to provide multiple channels for extending service delivery to the masses, particularly vulnerable groups in rural areas. The main purpose of this paper is to explore the operation and usage of multi-channel service delivery from local governments of China. Practices were recorded and collected during an investigation on the Municipal Administrative Service-center and Local Taxation Bureau of the Shiyan City in 2011. Empirical results show that web channels, mobile-based channels and e-service kiosks are primary digital channels been adopted, while the traditional channels can be supplements to digital ones in narrowing the digital divide. In addition, ongoing coordination across channels and agency boundaries can be further promotion of the sustainable e-government.