Assessing Electronic Service Delivery in Municipalities

Tinbergen Institute Discussion Paper 17-087/VIII

20 Pages Posted: 25 Sep 2017

See all articles by Tjerk Budding

Tjerk Budding

VU University Amsterdam - Amsterdam Research Center in Accounting

Bram Faber

VU University Amsterdam

Raymond Gradus

School of Business and Economics

Date Written: September 22, 2017

Abstract

In the Netherlands, electronic service delivery has become an important issue in many municipalities. Using the Internet for service delivery is seen as an important element of e-government. Based on 2014-2016 panel-data of ICT service delivery for all Dutch municipalities, we show that there is a large variety among the municipalities in the extent to which they offer their service delivery digitally. We explore the factors that may explain the differences among the municipalities. Some trends can be discerned, most notably the strong relationship of e-government adoption with demographic characteristics, such as population, population density and both older age and younger age groups. Remarkably, we did not find an influence of educa-tion and income. Finally, we did not observe a relation between municipal allocated costs and level of e-maturity, hereby leaving the question open if and how e-government can lead to cost reductions.

Keywords: e-government, municipalities, service delivery, local government, cost of services, empirical study

JEL Classification: M15, H76, H79

Suggested Citation

Budding, Tjerk and Faber, Bram and Gradus, Raymond, Assessing Electronic Service Delivery in Municipalities (September 22, 2017). Tinbergen Institute Discussion Paper 17-087/VIII, Available at SSRN: https://ssrn.com/abstract=3041328 or http://dx.doi.org/10.2139/ssrn.3041328

Tjerk Budding (Contact Author)

VU University Amsterdam - Amsterdam Research Center in Accounting ( email )

De Boelelaan 1105
1081 HV Amsterdam
Netherlands

Bram Faber

VU University Amsterdam ( email )

De Boelelaan 1105
Amsterdam, ND North Holland 1081 HV
Netherlands

Raymond Gradus

School of Business and Economics ( email )

De Boelelaan 1105
Amsterdam, 1081HV
Netherlands

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