Some 30% of European citizens (some 150 million people) experience some form of social exclusion, for example relating to poor health or a disability, lack of finance, low educational attainment, poor housing, or ethnic discrimination. The demand for public services from these groups can be significant, especially in times of economic uncertainty when there is significant pressure on government financial resources.
However, these groups contain people who have been least likely to access government services online, and who tend to rely on single channels when accessing services, usually involving human agents.
Socially excluded people often have limited education, technical skills, and financial means, and they can find it difficult to articulate their complex needs to service providers, or to engage with the processes of providing evidence that they qualify to receive services. Simply
directing socially excluded people to the electronic channels of eGovernment (swapping the human channel for an electronic channel) does not in itself guarantee that they will access relevant services more effectively and efficiently.
This study, launched by the European Commission, analyses the state of the art of multichannel delivery of public services throughout Europe, and the progress made towards achieving the goal to ensure that ‘no citizen is left behind’. It provides useful recommendations and identifies further actions which will be needed over the next few years.
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