Providing Access for All or All of Those Who Have Access: Do E-Government Information Policies Matter for the Accessibility of Government Web Portals?

摘要

Electronic government (e-government) refers to delivery of information and services through the Internet to both internal and external government constituents. Proponents suggest that e-government applications can provide easier access to public information, enhanced service, increased citizen involvement, increased transparency of and efficiency in government processes. E-government offers a wealth of possibilities to use the Internet and web-based technologies to extend government services online; allowing citizens to interact more directly with government (e.g. McGinnis 2003, Fletcher 2002, Cant et al. 2002, Al-Kibsi et al. 2001, Pagan and Pagan 2001). It is, for example, now commonplace for citizens to file taxes and track legislation through government websites. Champions of e-government argue that more is better; suggesting that high-speed Internet access, more content, and advanced capabilities are key to providing 'better' e-government service. While it is true that many citizens do expect e-government websites to match the advanced capabilities of their e-commerce counterparts, it is also true that many citizens are unable to take advantage of electronic access to information and services as even the most basic level. Hence, one wonders if this push toward advanced e-government capabilities promotes equal access to government for all constituents, or does it provide expanded access for some and add to the feeling of isolation for others. It is also true that as they develop their electronic government applications, State governments are simultaneously developing policies to support and guide their decisions. Most State governments have at least one policy in place which dictates how information is to be shared with constituents electronically. This begs the question of the relationship between the existence of particular types of information policies and the ultimate outcome of the web portal. We examine this question specifically with respect to state level information policies about electronic government and accessibility in the context of the overall functionality of the state web portals.