Digitally vulnerable populations’ use of e-government services: inclusivity and access

Yeonkyung Kim, Jooho Lee

Research output: Contribution to journalArticlepeer-review

6 Scopus citations

Abstract

This study explores the utilisation of e-government services by digitally vulnerable individuals in South Korea. The research questions focus on understanding the current status of e-government use among digitally vulnerable populations, including the elderly, low-income, the disabled, and multi-cultural families, the level of inclusivity of e-government services for them, and the policy implications for improving access to these services. Using data from the 2021 National E-government Survey (NES) in South Korea, the study found that only a small percentage of digitally vulnerable populations are aware of e-government services and that most web-based and app-based information transaction, financial transaction, e-participation, and social welfare services are not inclusive for age and income level. However, the study also revealed that most web-based and app-based e-government services examined, except e-business services, provide inclusive services to the disabled and multi-cultural families. The study concludes with recommendations for policy makers to improve inclusivity and access to e-government services for digitally vulnerable populations.

Original languageEnglish
Pages (from-to)422-446
Number of pages25
JournalAsia Pacific Journal of Public Administration
Volume46
Issue number4
DOIs
StatePublished - 2024

Keywords

  • Digital divide
  • digital transformation
  • digitally vulnerable
  • e-government
  • inclusion
  • mobile-government

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