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Assessing electronic service delivery in municipalities: determinants and financial consequences of e-government implementation

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  • Tjerk Budding
  • Bram Faber
  • Raymond Gradus

Abstract

In the Netherlands, electronic service delivery has become an important issue in many municipalities. Using the Internet for service delivery is seen as an important element of e-government. Based on 2014–2016 panel data for all Dutch municipalities, we show that there is a large variety among the municipalities in the extent to which they offer their service delivery digitally. By exploring the factors that may explain the differences among the municipalities, some trends can be discerned. Most notably is the strong relationship of e-government adoption with demographic characteristics, such as population, population density and both older age and younger age groups. Remarkably, we did not find an influence of education and income. Finally, we did not observe a relation between municipal allocated costs and level of e-maturity, hereby leaving the question open if and how e-government can lead to cost reductions.

Suggested Citation

  • Tjerk Budding & Bram Faber & Raymond Gradus, 2018. "Assessing electronic service delivery in municipalities: determinants and financial consequences of e-government implementation," Local Government Studies, Taylor & Francis Journals, vol. 44(5), pages 697-718, September.
    • Handle: RePEc:taf:flgsxx:v:44:y:2018:i:5:p:697-718
    DOI: 10.1080/03003930.2018.1473768
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    Cited by:

    1. Tejedo-Romero, Francisca & Araujo, Joaquim Filipe Ferraz Esteves & Tejada, Ángel & Ramírez, Yolanda, 2022. "E-government mechanisms to enhance the participation of citizens and society: Exploratory analysis through the dimension of municipalities," Technology in Society, Elsevier, vol. 70(C).
    2. Bram Faber & Tjerk Budding & Raymond (R.H.J.M.) Gradus, 2019. "Keeping In Touch With Citizens Online: Social Media Usage In Dutch Local Government," Tinbergen Institute Discussion Papers 19-001/VIII, Tinbergen Institute.

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