Understanding the complexity in electronic government: Implications from the digital divide literature

E-government has been recognized as a catalyst or tool for government administrative reform. Information technologies have the potential to produce cost savings, improve the quality of services, and make government policies more effective. However, some scholars and practitioners contend e-government has not delivered the promise of more efficient, effective, and democratic public administration. In fact, Heeks (2003) estimates that the failure rate of e-government projects may be as high as 85%. We argue that e-government and digital divide research have been relatively disconnected and important intersections exist between the two. These intersections may be useful to explain some of the failures in e-government projects and policies. Theoretically and practically, e-government and digital divide are intertwined and, therefore, a better understanding can be gained if scholars start analyzing them as complementary social phenomena. This paper reviews current literature in e-government and the digital divide and highlights some important similarities and differences. It also suggests preliminary implications for e-government research and practice.