Digitally vulnerable populations’ use of e-government services: inclusivity and access

Yeonkyung Kim and Jooho Lee

Asia Pacific Journal of Public Administration, 2024, vol. 46, issue 4, 422-446

Abstract: This study explores the utilisation of e-government services by digitally vulnerable individuals in South Korea. The research questions focus on understanding the current status of e-government use among digitally vulnerable populations, including the elderly, low-income, the disabled, and multi-cultural families, the level of inclusivity of e-government services for them, and the policy implications for improving access to these services. Using data from the 2021 National E-government Survey (NES) in South Korea, the study found that only a small percentage of digitally vulnerable populations are aware of e-government services and that most web-based and app-based information transaction, financial transaction, e-participation, and social welfare services are not inclusive for age and income level. However, the study also revealed that most web-based and app-based e-government services examined, except e-business services, provide inclusive services to the disabled and multi-cultural families. The study concludes with recommendations for policy makers to improve inclusivity and access to e-government services for digitally vulnerable populations.

Date: 2024
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DOI: 10.1080/23276665.2024.2321569

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