@article{ff2aed0fa8be4c37a85571f2dc6847fd,
title = "Explaining non-adoption of electronic government services by citizens: A study among non-users of public e-services in Latvia",
abstract = "This paper analyses citizen motives for not using electronic government services. Using qualitative interviews among users of Citizens' Service Centers in Latvia, this paper analyses the motives of citizens who do not use electronic government services but rely on non-electronic equivalents or on in-person assistance. It expands the literature on e-commerce and e-government through an explicit focus on non-adoption rather than adoption. Findings show a higher than expected importance of hardware and internet availability, as well as the importance of convenience factors for non-adoption. Furthermore, the research reveals that the well-intentioned supply of non-electronic alternatives may hamper the take-up of e-government. Several recommendations for the further development of electronic government services follow.",
keywords = "digital literacy, E-government, innovation adoption, non-take-up",
author = "{Van De Walle}, Steven and Zane Zeibote and Sergejs Stacenko and Tatjana Muravska and Koen Migchelbrink",
note = "Funding Information: Data is collected in Latvian Unified State and Municipal Client Service Centers (CSC) or Valsts un pa{\v s}vald¯ıbu vienotie klientu apkalpo{\v s}anas centri (VPVKAC), which help citizens in digital communications and electronic government services requests (Bertot et al., 2013; Da Silva et al., 2013). The establishment of CSCs in centers of regional significance was started in 2015 and continues to this day. They operate in close cooperation with municipalities and provide state and municipal services for clients. Currently there are 72 municipal CSCs, where citizens and businesses can obtain municipal services, advice or apply for the services of eight state institutions (State Social Insurance Agency, State Employment Agency, State Revenue Service, Register of Enterprises, State Rural Support Service, State Land Service, Office of Citizenship and Migration Affairs and State Labor Inspectorate). State and municipal services are available both in-person and electronically at the CSC{\textquoteright}s digital platform. Many of the services provided on this platform are related and citizens facing specific life situations, e.g. child birth, must apply for several services, provided by different institutions CSC personnel help find the requested services on the National portal latvija.lv and help customers use them. The work of these CSCs is centrally coordinated by the national Ministry for Environmental Protection and Regional Development (VARAM, 2017). Publisher Copyright: {\textcopyright} 2018 - IOS Press and the authors. All rights reserved.",
year = "2018",
doi = "10.3233/IP-170069",
language = "English",
volume = "23",
pages = "399--409",
journal = "Information Polity",
issn = "1570-1255",
publisher = "IOS Press BV",
number = "4",
}