ACTIVITIES :: eGovernment :: Policy :: Inclusive eGovernment
Inclusive eGovernment - no citizen left behind
The development of eGovernment is improving the delivery of public services to citizens, and it is essential that people without access to Information and Communication Technologies (ICT), or without the skills to use them, benefit from them, too. The eGovernment Action Plan seeks to ensure that no citizen is left behind, by promoting Inclusive eGovernment, under which specific measures are developed to deliver public services to and connect vulnerable groups at risk of exclusion.
Governments at national, regional and local levels, together with their agencies and other intermediaries (NGOs, civil societies, volunteer associations, and the third sector in general) which deliver public services, are increasingly integrating ICTs into their processes, both behind the scenes and in their interfaces with the public. Whilst eGovernment services should reduce the complexity of citizens’ and businesses’ dealings with government and its intermediaries, there is a danger that people without easy access to ICTs could find it even harder to deal with government. Public services should be available on equal terms to all, and therefore public authorities need to take account of the interests of all potential service users, following the principle of inclusive eGovernment.
As an example, registering the birth of a child used to involve a visit to the local registry office to make the declaration there. Many hospitals now transfer the baby’s details electronically to the registrar, and in some places the parent can now make their declaration on-line, saving a trip. For those parents without easy access to the internet, however, this eGovernment innovation has no benefit. Whilst making on-line registration possible simplifies the process for many, unless the authority provides additional facilities – such as terminals in maternity units – to help citizens register births, a significant part of the population is excluded from the benefits of such eGovernment service.