%0 Conference Proceedings
%T Digital by Default: The Use of Service Channels by Citizens
%+ Fundação Getúlio Vargas [San Paulo]
%A Macaya, Javiera
%A Alves, André, Francisco
%A Meirelles, Fernando
%A Cunha, Maria, Alexandra
%Z Part 5: Smart Cities
%< avec comité de lecture
%( Lecture Notes in Computer Science
%B 18th International Conference on Electronic Government (EGOV)
%C San Benedetto del Tronto, Italy
%Y Ida Lindgren
%Y Marijn Janssen
%Y Habin Lee
%Y Andrea Polini
%Y Manuel Pedro Rodríguez Bolívar
%Y Hans Jochen Scholl
%Y Efthimios Tambouris
%I Springer International Publishing
%3 Electronic Government
%V LNCS-11685
%P 326-337
%8 2019-09-02
%D 2019
%R 10.1007/978-3-030-27325-5_25
%K E-government
%K Service-channels
%K Digital-by-default
%K Brazil
%Z Computer Science [cs]
%Z Humanities and Social Sciences/Library and information sciencesConference papers
%X The use of information and communication technologies by governments is increasing, in many cases to establish new channels of interaction with citizens; and digital by default has been presented as a guide for the development of electronic services. This article discusses the possibility of creating new exclusion forms and is based on the analysis of the profile of use of service channels SP156 of the São Paulo City. To do so, it uses databases of service requests, made available through the City’s Open Data Portal, as well as sociodemographic data from the city’s districts. It was verified that there is a statistically significant correlation between the average monthly income level of the districts and the type of channel used by the citizen to make the requests. It is concluded that it is important to provide multiple channels for citizens to interact with governments so as not to lead to further social exclusion.
%G English
%Z TC 8
%Z WG 8.5
%2 https://inria.hal.science/hal-02445807/document
%2 https://inria.hal.science/hal-02445807/file/485030_1_En_25_Chapter.pdf
%L hal-02445807
%U https://inria.hal.science/hal-02445807
%~ SHS
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC
%~ IFIP-TC8
%~ IFIP-EGOV
%~ IFIP-WG8-5
%~ IFIP-LNCS-11685