How Digital Divide affects Public E-Services: The Role of Migration Background

Barth, Martin ; Veit, Daniel J.

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URN: urn:nbn:de:bsz:180-madoc-303936
Document Type: Conference or workshop publication
Year of publication: 2011
Book title: Proceedings of the 10th International Conference on Wirtschaftsinformatik
The title of a journal, publication series: Wirtschaftinformatik Proceedings 2011
Volume: 1
Page range: 3-14
Conference title: WI 2011
Location of the conference venue: Zurich
Date of the conference: 16.-18.02.2011
Publisher: Bernstein, Abraham
Place of publication: Zürich
ISBN: 978-1-4467-9233-9
Publication language: English
Institution: Business School > Dieter-Schwarz-Stiftungslehrstuhl für ABWL, E-Business u. E-Government (Veit 2006-2013)
Subject: 300 Social sciences, sociology, anthropology
650 Management
Keywords (English): E-Government , Public E-Services, E-Inclusion , Digital Divide , Migration Background , Ethnicity
Abstract: After the private sector the public sector also tries to benefit from the advantages of electronic service delivery, in particular from lower costs and higher service quality. While more and more services are available electronically, resident behind. But high usage rates and therefore a maximized potential target group, covering major parts of society, are essential prerequisite for successful public e-services. If the residents are not using the newly created electronic services, neither they benefit from better service quality nor do the public service provider save money. Digital divide research can be leveraged to maximize the potential target group of public e-service. For this purpose a focus on public e-services as level of analysis is required, since Internet access or regular Internet usage are necessary but no sufficient conditions for being able to use public e-services. This study employs qualitative research methods in an exploratory case study design to analyze the influence of migration background on the capability to use public e-services. It provides two testable propositions for further confirmatory research: Due to limited language skills and different cultural experiences, for residents with migration background Internet experience does not directly translate into confidence in their own public e-service skills.

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