@inproceedings{macaya:hal-02445807,
  TITLE = {{Digital by Default: The Use of Service Channels by Citizens}},
  AUTHOR = {Macaya, Javiera and Alves, Andr{\'e} Francisco and Meirelles, Fernando and Cunha, Maria Alexandra},
  URL = {https://inria.hal.science/hal-02445807},
  NOTE = {Part 5: Smart Cities},
  BOOKTITLE = {{18th International Conference on Electronic Government (EGOV)}},
  ADDRESS = {San Benedetto del Tronto, Italy},
  EDITOR = {Ida Lindgren and Marijn Janssen and Habin Lee and Andrea Polini and Manuel Pedro Rodr{\'i}guez Bol{\'i}var and Hans Jochen Scholl and Efthimios Tambouris},
  PUBLISHER = {{Springer International Publishing}},
  SERIES = {Electronic Government},
  VOLUME = {LNCS-11685},
  PAGES = {326-337},
  YEAR = {2019},
  MONTH = Sep,
  DOI = {10.1007/978-3-030-27325-5\_25},
  KEYWORDS = {E-government ; Service-channels ; Digital-by-default ; Brazil},
  PDF = {https://inria.hal.science/hal-02445807/file/485030_1_En_25_Chapter.pdf},
  HAL_ID = {hal-02445807},
  HAL_VERSION = {v1},
}