Recommendations for digital inclusion in the use of European digital public services

Abstract

This study examines digital public services within the European Union, focusing on digital inclusion and the barriers preventing widespread e-government adoption. A significant knowledge gap exists in understanding the interaction between citizens and digital public services, particularly for vulnerable groups, and in evaluating the impact of regional and sector-specific factors. The research employs a mixed-methods approach, including a systematic review based on PRISMA methodology, a document analysis of the digital and programs of the European Union and the Member States, 33 semi-structured expert interviews, and a survey targeting Spanish intermediate leaders, to explore digital divides in access, skills, and outcomes. Key findings reveal that barriers such as limited digital skills, access to technology, and inadequate service design disproportionately affect the elderly, low-income populations, and those with minimal education. Eighteen recommendations have been proposed, associated to five indicators of the model proposed to evaluate the key dimensions of e- government adoption and digital inclusion: internet access, digital skills, user interaction, social drivers and barriers, and outcomes. The recommendations include, among others, enhancing digital skills through tailored training programs, involving the third sector, simplifying service interfaces, and promoting a hybrid service model combining digital and face-to-face options. The study also highlights gaps in addressing civic participation as part of e- government, suggesting it as a focus for future research. These findings underscore the need for user-centred, context-specific policies to ensure equitable access to digital public services and reduce digital exclusion.