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, residents‟ usage rates lag 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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