| Popis: |
In the 1990s the Internet promised to be the new channel through which large parts of the population would communicate and interact with government. Many governments rushed to put all services online, and success was largely measured by the amount of services online. The take up of these services by citizens was however disappointing. The concept of multichannel e-government arose out of this experience. The core of the multichannel approach is that services are handled over different channels both electronic and non-electronic. The user and his preferences are to be central. This paper is based on an in-depth study of the user and usability aspects of four less known and used electronic channels i.e. interactive digital television (iDTV), kiosks, smart phones and PCs with an eID reader. The first two of them will be discussed in more depth in this study. Geographically the study focuses on Flanders. The research was dedicated to determining which channels are more accessible and more suitable for which user groups. The study comprises 1) a survey of users in Flanders, 2) desk research of multiple projects in a Flemish context, 3) desk research on the use of channels in a Flemish context, 4) usability research involving different user groups (e.g. users with visual, auditive, motorial, or cognitive limitations). |
