Citation:

Van Deursen, A.J.A.M. & Van Dijk, J.A.G.M. (2008). Using Online Public Services: A Measurement of Citizens' Operational, Formal, Information and Strategic Skills. Lecture notes in computer science, 5184, 195-206.

Abstract:

It is important to take digital inequality research in consideration when focusing on electronic public service delivery. From this point of view, this paper in-depth focuses on four digital skills Dutch citizens need when using online public services. The results indicate that on average 80.1% of the operational skill Internet assignments, 71.5% of formal Internet skills assignments, 62% of the information Internet skills assignments and 25% of strategic Internet skills assignments have been successfully completed. Performances are significantly different for people with high, medium and low level of education attained and in some cases for people with different age. Not for people with different gender, not for weekly time spent on the Internet, and on most occasions not even for years of Internet experience.