Toward Inclusive E-Government Services: Building Better Digital Literacy Infrastructure and Institutional Support for Marginalized Communities

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dc.contributor.authorKim, Yeweon
dc.contributor.authorHarding, Alison
dc.contributor.authorSubramaniam, Mega
dc.date.accessioned2024-12-26T21:10:33Z
dc.date.available2024-12-26T21:10:33Z
dc.date.issued2025-01-07
dc.description.abstractAdoption 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.
dc.format.extent10
dc.identifier.doi10.24251/HICSS.2025.802
dc.identifier.isbn978-0-9981331-8-8
dc.identifier.otherd11494be-ef0d-45fa-9c0e-6a0a8f1b82aa
dc.identifier.urihttps://hdl.handle.net/10125/109652
dc.relation.ispartofProceedings of the 58th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectFrom Digital Divide to Digital Equity and Inclusion
dc.subjectdigital divide, digital literacy infrastructure, e-government services, institutional technology support, marginalized communities
dc.titleToward Inclusive E-Government Services: Building Better Digital Literacy Infrastructure and Institutional Support for Marginalized Communities
dc.typeConference Paper
dc.type.dcmiText
prism.startingpage6721

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