Skip to main content
Article thumbnail
Location of Repository

Challenges in the delivery of e-government through kiosks

By Frances Slack and J. Rowley


<p>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 are 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.</p

Year: 2004
OAI identifier:

Suggested articles


  1. (2002b) Surfing for health: user evaluation of a health information website. doi
  2. A (2002) A European perspective towards online one-stop shop government; the eGOV project. doi
  3. (1998). A model for the classification of information kiosks in Singapore. doi
  4. (1999). Access and utilisation of computer technology by minority students.
  5. (2002). Administration
  6. (2002). Centralization revisited? Problems on implementing integrated service delivery in The Netherlands. In: Electronic Government:
  7. (2002). Citizen participation in public affairs. In: Electronic Government:
  8. (2000). Digital health information: case study, the information kiosk. doi
  9. (2002). Electronic public service delivery through online kiosks: the user’s perspective. In: Electronic Government:
  10. (1999). Evaluation of NHS Direct Fist Wave Sites, First Interim Report to the Department of Health. Available at:
  11. (2003). Kiosks in retailing: the quiet revolution. doi
  12. (2001). Progress in electronic service delivery by English District Councils. doi
  13. (1999). Sharing decisions with patients: is the information good enough?
  14. (2002). Size matters – electronic service delivery by municipalities? In: Electronic Government:
  15. (2000). Success@ e-business: profitable Internet business and commerce.
  16. (1998). Testimony of Dr Donald Lindberg,
  17. (2002). The E-GOV Action plan in Beijing. In: Electronic Government:
  18. (2001). Voting after Florida: no easy answers ( Evangelidis, A
  19. (2001). Walk in to (digital) health information: the introduction of a digital health information system at a NHS Walk-in Centre. doi

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.