Location
Hilton Waikoloa Village, Hawaii
Event Website
https://hicss.hawaii.edu/
Start Date
7-1-2025 12:00 AM
End Date
10-1-2025 12:00 AM
Description
Adoption of digital transactions in the post-COVID-19 era induces extensive changes in public services, including the acceleration of the use of e-government services at national and local levels. Such advances have the potential to widen the disparities in access to basic services that are fundamental to life in communities affected by the digital divide. This study investigates daily struggles and concerns in digital literacy that is needed to navigate e-government services among marginalized populations. Interviews with 151 individuals from disadvantaged backgrounds uncover the barriers due to insufficient technology readiness, inadequate e-service provision, data security risks, and lingering distrust toward public officials. We demonstrate methodological advantages through established rapport with community partners in our statewide digital equity project. The findings amplify the voices of marginalized communities, adding more inclusive insights to the e-government literature and offering practical suggestions for improving infrastructure and institutional support to enhance digital accessibility to public services.
Recommended Citation
Kim, Yeweon; Harding, Alison; and Subramaniam, Mega, "Toward Inclusive E-Government Services: Building Better Digital Literacy Infrastructure and Institutional Support for Marginalized Communities" (2025). Hawaii International Conference on System Sciences 2025 (HICSS-58). 6.
https://aisel.aisnet.org/hicss-58/sj/digital_divide/6
Toward Inclusive E-Government Services: Building Better Digital Literacy Infrastructure and Institutional Support for Marginalized Communities
Hilton Waikoloa Village, Hawaii
Adoption of digital transactions in the post-COVID-19 era induces extensive changes in public services, including the acceleration of the use of e-government services at national and local levels. Such advances have the potential to widen the disparities in access to basic services that are fundamental to life in communities affected by the digital divide. This study investigates daily struggles and concerns in digital literacy that is needed to navigate e-government services among marginalized populations. Interviews with 151 individuals from disadvantaged backgrounds uncover the barriers due to insufficient technology readiness, inadequate e-service provision, data security risks, and lingering distrust toward public officials. We demonstrate methodological advantages through established rapport with community partners in our statewide digital equity project. The findings amplify the voices of marginalized communities, adding more inclusive insights to the e-government literature and offering practical suggestions for improving infrastructure and institutional support to enhance digital accessibility to public services.
https://aisel.aisnet.org/hicss-58/sj/digital_divide/6