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Challenges in the Delivery of E-Government through Kiosks

Sheffield Hallam University

Jennifer E. Rowley

University of Wales, Bangor, j.e.rowley{at}bangor.ac.uk

Kiosks are increasingly being heralded as a technology through which governments, government departments and local authorities or municipalities can engage with citizens. In particular, they have attractions in their potential to bridge the digital divide. There is some evidence to suggest that the citizen uptake of kiosks and indeed other channels for e-government, such as web sites, is slow, although studies on the use of kiosks for health information provision offer some interesting perspectives on user behaviour with kiosk technology. This article argues that the delivery of e-government through kiosks presents a number of strategic challenges, which will need to be negotiated over the next few years in order that kiosk applications can be successful in enhancing accessibility to and engagement with e-government. The article suggests that this involves consideration of: the applications to be delivered through a kiosk; one stop shop service and knowledge architectures; mechanisms for citizen identification; and the integration of kiosks within the total interface between public bodies and their communities. The article concludes by outlining development and research agendas in each of these areas.

Key Words: electronic government • information kiosks • information architecture • community information systems • portals • one stop shops • usability • acceptability • public • user authentication • security

Journal of Information Science, Vol. 30, No. 4, 369-377 (2004)
DOI: 10.1177/0165551504045855


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