Can behavioural interventions increase citizens' use of e-government? Evidence from a quasi-experimental trial

摘要: Abstract Low uptake is one of the largest risks facing government agencies that seek to increase efficiency and reduce costs by providing services online. To date, very few studies have tested interventions citizens' use e-government services. Instead, almost all existing research has focused on identifying correlates adoption. In current study, we developed an intervention service it using a quasi-experiment. The used several techniques informed from applied behavioural sciences encourage usage, including: altering defaults (customers who visited customer centre were invited complete form online rather than joining queue), facilitating conditions (customer support was made available), promoting benefits ease (a representative in-store written materials emphasised these points). Results indicated significantly increased customers' 14.1 percentage points, 95% CI [9.1, 19.2]. Additionally, survey customers experienced showed they highly satisfied appreciated time-saving benefits, use, provided. This study among first provide rigorous test citizens services, can be inform practical efforts uptake.