Does Introducing FAQs Boost Self-Service Government?—A Study of Local Government Websites

Audrey Gonin and Oliver Neumann

International Journal of Public Administration, 2025, vol. 48, issue 10, 670-684

Abstract: Government websites remain a crucial means of communication with citizens, even in times of artificial intelligence. However, if not designed with usability in mind, users will call or e-mail to get answers, thereby wasting administrative resources. Little research exists on this issue of government efficiency. Drawing on self-efficacy theory, we address this gap and introduce Frequently Asked Questions (FAQs) to the websites of five Swiss local governments to see if self-service government increases. We find improvements only if administrations tell users about the FAQs on other channels. Thus, our study advances the debate on government efficiency in the digital space.

Date: 2025
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DOI: 10.1080/01900692.2024.2405735

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