Multichannel eGovernment

1
Multichannel e-Government

• In-depth user and usability research in Flanders
• Leo Van Audenhove (IBBT-SMIT)Ilse Mariën
  (IBBT-SMIT)

2
Presentation Outline

• IBBT and e-Inclusion
• Channel use and usability (for e-government)
• iDTV
• Kiosk
• Smart phone (mobile phone)
• Conclusions and policy recommendations
• Remarks on i2010 Initiative on e-inclusion

3
IBBT and e-Inclusion

• IBBT research
• Joint research industry/government and
  universities
• No specific projects on e-Inclusion as such
• BUT
• Important aspect in many of the research projects
• eGovernment and eDemocracy
• eHealth and ICT and wellbeing
• User and usability aspects of new applications
• eLearning

4
Multigov Context

• E-government 1990s often too narrowly defined as
• Internet access to government
• Getting all services online
• Citizen active individual self service
  philosophy
• If there is access and offering people will use
  it
• Focused on efficiency getting costs down
• Expectations of e-government not realized
• Despite considerable efforts
• Limited adoption and interest
• Citizens often prefer offline channels
• Especially for complex problems and transactions

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Multigov Multichannel approach

• Multichannel approach
• Internet only one channel for service delivery
• Should be seen as part of a set of other channels
• Offline telephone, callcentre, face-to-face
  (counter), postal
• Online web, SMS, iDTV, kiosk, 3G/UMTS, PDA, etc.
• Channel
• Means
• For user to contact public service
• For public service to contact user
• With as goal to deliver or use services
• Electronic en non-electronic channels
• Preference for channel depends on user and on
  type of service
• Multichannel
• Service delivery via two or more channels
• Parts of services can be handled over different
  channels

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Multigov Multichannel and Digital Divide

• Central idea
• Alternative channels such as kiosk, iDTV,
  GSM/mobile
• Are often easier to use than the Internet/more
  widespread
• Lower the barriers for digital service delivery
• A multichannel approach offers added value in
  terms of inclusive public service delivery
• The government must make certain that any
  policy in this regard ensures that every citizen
  gets the same service level
• Role of government
• Segmentation and strategies adopted for segments
• Focus channel strategy on segments
• Disadvantaged groups have less access to ICTs
• Keep open offline alternatives
• Develop policy and strategies to move people
  online
• Adapt content appropriate with segments

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Multigov Goals of IBBT project

• Contribute to a contextualized multichannel
  approach in Flanders
• Research in four main areas
• Legal aspects
• Technical aspects
• User aspects
• Usability aspects
• Choice of channels
• In general but specific focus on 4 blind spots
• iDTV
• GSM/Smart phone
• Kiosk
• PC with eID
• Often seen as alternative channels to bridge DD
• Will only discuss iDTV and Kiosk

8
Channel use and usability iDTV

• General
• High potential e-gov services, security via pin
  eID, mail, etc.
• TV well known and social medium
• High usability on known platform
• Could be used to reach people not using e-gov now
• Elderly, people without PC, lower education
• Belief iDTV most promising bridge DD
• BUT Blind spot for Flemish Government
• Penetration and use
• 95 of households have cable subscription
• 2006 15 of households digital television
  (percentage is rising)
• Interest mainly entertainment oriented
• E-gov services seem to be used regularly (people
  without comp)
• Limited availability infolijn/1700, De Lijn,
  VDAB, Tourisme

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Channel use and usability iDTV

• Usability
• Test questions high usability on intuitive
  platform
• Medium not flexible
• e.g. Contrast of color, font type not adaptable
• Visually not always clear
• Problems for visually impaired
• Currently not accessible via assistive
  technologies
• e.g. Braille reader, screen reader
• Cognitively impaired liked this channel

10
Channel use and usability Kiosk

• General
• Stand alone device with special interface (Walled
  garden)
• Belief very appropriate bridging DD
• If focus on specific groups
• For those without access to PC with Internet
• Usability and accessibility are key to success of
  kiosks
• High usability possible (vb. Touch screen)
• Easy to use when interfaces adapted
• High accessibility if used in public places
• Penetration and use
• No detailed numbers of kiosks in use in Flanders
• 2001 study on Public Internet Access Points low
• Many of the PIAPs (broader than kiosk) in
  libraries

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Channel use and usability Kiosk

• Penetration and use
• VDAB (employment office) best known example
• 330 kiosks in Flanders give access to WIS
  databank
• 98 use Internet to access databank, 2 use kiosk
• BUT 42 of all job seekers have low education
• 14 of website users have low education
• 48,7 of kiosk users have low education
• So kiosk preferred by people with lower education
• Effect on duration of sessions (more research
  needed)
• Usability
• Problematic for people in wheelchair
• Can not be used with assistive technology
• Cognitively impaired people found information
  rather easy
• Due to good design of interface
• Easy language use
• Touch screen used by people without PC experience
  (need to be aware)
• Keyboard used by people with PC experience

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Multichannel and digital divide

• Kiosk, iDTV and Smartphones are alternative
  channels
• No such thing as an easy channel
• Some interfaces more intuitive BUT
• Users experience hurdles with all channels
• Usability can be better for all channels
• Channels not perceived as alternative channels
• No easy solution for digital divide
• Government
• iDTV and kiosks used and preferred by certain
  groups (when used)
• Gov. needs to play a more active role
• Moving specific services on alternative channels
• Informing public of use of channels
• Alternative e- channels should be handled in
  training and education
• Importance of offline channels remains
• Over the counter
• Call centres Infolijn/1700

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i2010 Initiative on e-Inclusion

• Strong emphasis on Internet and broadband
• Should be broadened to basic ICT
• Idea of multichannel
• e-Accessibility focused on people with
  disabilities
• BUT all applications have problems with usability
• Especially elderly, low educated experience
  problems
• Strong emphasis on coherence of policy and
  implementation
• For Belgium main priority

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Bibliography

• FOD Economie, Algemene Directie Statistiek en
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  .uhasselt.be/multigovwiki/index.php/CategoryDeliv
  erables.
• Raadgevend Comité voor de Telecommunicatie, 13e
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• Staelens, T., Van Audenhove, L., Jacobs, A.
  (2006) Gebruikersaspecten van geselecteerde
  elektronische kanalen voor e-government. Een
  analyse naar iDTV, mobiele telefoon, kiosken en
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• Verdegem, P., Hauttekeete, L. (2006) Noden en
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  e-government. Resultaten van een brede survey bij
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Info on multigov

• Leo Van Audenhove
• http//www.ibbt.be
• http//smit.vub.ac.be
• Leo.van.audenhove_at_vub.ac.be