Digital by Default: The Use of Service Channels by Citizens - Electronic Government Access content directly
Conference Papers Year : 2019

Digital by Default: The Use of Service Channels by Citizens


The use of information and communication technologies by governments is increasing, in many cases to establish new channels of interaction with citizens; and digital by default has been presented as a guide for the development of electronic services. This article discusses the possibility of creating new exclusion forms and is based on the analysis of the profile of use of service channels SP156 of the São Paulo City. To do so, it uses databases of service requests, made available through the City’s Open Data Portal, as well as sociodemographic data from the city’s districts. It was verified that there is a statistically significant correlation between the average monthly income level of the districts and the type of channel used by the citizen to make the requests. It is concluded that it is important to provide multiple channels for citizens to interact with governments so as not to lead to further social exclusion.
Fichier principal
Vignette du fichier
485030_1_En_25_Chapter.pdf (156.22 Ko) Télécharger le fichier
Origin : Files produced by the author(s)

Dates and versions

hal-02445807 , version 1 (20-01-2020)





Javiera Macaya, André Francisco Alves, Fernando Meirelles, Maria Alexandra Cunha. Digital by Default: The Use of Service Channels by Citizens. 18th International Conference on Electronic Government (EGOV), Sep 2019, San Benedetto del Tronto, Italy. pp.326-337, ⟨10.1007/978-3-030-27325-5_25⟩. ⟨hal-02445807⟩
81 View
73 Download



Gmail Facebook X LinkedIn More