The Exercise of Mandate – How Mandatory Service Implementation Promoted the Use of E-Government Services in Denmark

Abstract

Danish e-government has for two decades been considered a global leader. Among the various reasons for this Danish success, this article explores the mandatory online self-service and digital post initiative (2012-2015) as one of the effective, strategic contributions in increasing the wider penetration and use of digital public services in Danish society. Although the mandatory shift to digital service could have caused negative reactions from public servants and citizens, this was not the case in Denmark. By reviewing a set of mandatory digital public services in the Danish context, four key aspects are identified as essential drivers. That is: pride as citizens, high levels of trust and privacy, usability and accessibility of e-government services, and informal support by family and community. The article discusses the four supportive prerequisites as keys for enforcing the implementations, which could otherwise be seen as national coercive dirigisme.