E-Government Services for Citizen Engagement

Imagine a trip to your local Department of Motor Vehicles (DMV). What do you picture? In the U.S., people commonly think of a long wait behind confused citizens who need help from overwhelmed staff members.

Thanks to e-government services, this experience may become a thing of the past. In many locations, people can renew their drivers’ licenses and vehicle registrations online. They can also pay vehicle taxes, order registration plates, and request their driving record without stepping foot in the DMV. In-person help is still available, but many people no longer need it.

E-government services are about more than just convenience. They also can help connect citizens to their governments, making it easier for them to engage with public services and civic life. Before getting into the benefits and drawbacks, let’s explore exactly what e-government means.

What Are E-Government Services?

These days, many people expect to be able to do business or receive services online. They can go shopping, pay bills, attend classes, and even see a doctor over the Internet. In this digital age, governments are increasingly responding to these expectations by providing e-government services.

E-government is the use of digital technology, especially the Internet and electronic communication, to deliver government services. It’s also known as “eGov” or “digital government” and can take many forms, including:

• G2G (Government-to-government): Sharing data between government agencies and enabling streamlined communication.
• G2B (Government-to-business): Business-focused services, including licenses, permits, and information about industry regulations.
• G2C (Government-to-citizen): Communication with and delivery of public services to citizens.

The E-Government Act of 2002 was a major step toward developing and improving e-government services in the United States. This law set standards for digital services provided by federal agencies and included privacy, security, and transparency provisions. This led to the creation of USA.gov, a central portal with information about a variety of federal programs and services.

Government bodies around the world have implemented e-government services in different ways. While the United States does not have a universal public healthcare system, its citizens can find health insurance and apply for subsidies at Healthcare.gov. In addition to many other services, the United Kingdom has set up a website where people can easily book visits with loved ones in prison. Estonia is the only country in the world to use nationwide online voting.

These digital government services have a number of benefits, but there are also challenges and costs to consider.

The Benefits of E-Government Services for Citizen Engagement

Convenience and efficiency may be the clearest benefits of e-government services. These benefits make it easier for citizens to engage with and participate in government. Digital services also can save governments and taxpayers money by reducing costs.

Improved Efficiency in Service Delivery

Thanks to e-government services, people can access many services at any time of day without needing to go to a physical location. They don’t spend time waiting in line. With more information available online, they may not need to ask staff members for help. If they forget some required documents, they haven’t wasted a trip or taken up anyone’s time; they can simply try again later. This speeds up service delivery considerably.

The government side of the transaction is also more efficient. Electronic documents can often be processed faster than physical paperwork. Automated processes can save previously entered information and quickly check for errors. Some governments may link different departments’ systems together, sharing data so that forms and files don’t need to be duplicated.

Enhanced Citizen Engagement and Participation

E-government services can make it easier for citizens to engage with their governments and participate in civic life. This is especially true when they enable two-way communication between governments and their citizens.

For example, the city of Boulder, Colorado, hosts petitions on its website and allows its citizens to digitally sign them.

Some state agencies and local governments allow remote access to their meetings. Citizens who can’t physically come to the county seat or town hall can attend meetings online. Sometimes they can even submit public comments remotely. This includes more people in the process of government, regardless of their ability to physically appear at a meeting.

Cost Savings for Governments

When more transactions are handled online, governments need to pay fewer staff members to provide services in person. Digital documents can be processed more easily and quickly, causing fewer delays and preventing costly errors during review. Electronic service delivery also reduces paperwork and its associated costs, such as printing and mailing. 

Challenges of Implementing E-Government Services

When implementing e-government services, agencies need to account for common challenges. Both citizens and government agencies may have a hard time adjusting to changes and new technologies. Cybersecurity risks could more easily expose government and citizen data. These challenges can be overcome with care and attention.

The Digital Divide Among American Citizens

Not all citizens have the same access to technology. Some may not be able to afford the devices they need to take advantage of e-government services. They also may not have broadband internet access, either due to cost or their remote location.

Gaps in digital literacy and ability can also cause this divide. Some citizens have a hard time navigating websites, phone applications, and online forms. They may not know how to use these tools, or they might have disabilities that make it hard to use them.

Because of these factors, low-income, rural, senior, disabled, and other citizens may be at a disadvantage as public service delivery moves online. Governments will need to make accessibility a priority to bridge this divide. They may hold outreach events to help people use digital services, add disability-friendly features to their website, and make efforts to expanding Internet access to their citizens.

Cybersecurity Concerns

Any online service should be protected by appropriate cybersecurity measures. This is especially true with e-government services, when citizens may be trusting the system with sensitive information. A data breach could threaten an agency’s security, expose the private information of citizens, and damage public trust in government systems going forward.

Governments that are not used to providing services electronically must set up and maintain secure systems with proper encryption and protection. Employees should know how to use secure forms of authorization, handle electronic information appropriately, and avoid opening suspicious emails and links.

Resistance to Change Within Government Agencies

Adapting to new technologies can be difficult. Some government agencies have used the same systems and processes for many decades, and there may be a lot of resistance to changing them. After all, the digital divide applies to governments, too. Employees who are less familiar with technology may not trust e-government systems or be confident in their ability to use them.

While going digital often saves money in the long run, it can carry a big upfront cost for things like equipment, training, and public outreach. This can make it hard for agencies with limited funds to implement e-government services. Elected officials may not approve budget requests for them, especially if it would mean raising taxes. To help recoup these costs, some agencies charge small convenience fees for online services.

Types of E-Government Services for Citizen Engagement

Various types of e-government services can increase citizen engagement. They can make certain transactions easier, such as:

• E-filing tax returns
• Registering to vote
• Applying for a birth, death, or marriage certificate
• Registering a vehicle or land title
• Paying fines or utility bills

The government also can provide information to citizens electronically, like:

• Meeting schedules and minutes
• Public service information
• Election information and voting instructions

All of these services allow citizens to engage with their own governments from home — or wherever they happen to be. Some take it a step further, encouraging greater interaction and participation. They might do this by:

• Providing searchable databases for laws, regulations, and other public documents
• Inviting public comment and feedback through online portals
• Livestreaming public meetings

One example is Regulations.gov, a website of the United States government. Visitors to the website not only can look up proposed federal regulations, but also can submit and view comments.

Of course, these will only increase citizen engagement if the citizens know about them. Outreach efforts and education are an important factor.

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