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Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery

by Christopher G. Reddick and Michael Turner. Government Information Quarterly, Volume 29, Issue 1, January 2012, Pages 1-11. "... This study examines channel choice and public service delivery in Canada, comparing e-government to traditional service delivery channels such as the phone or visiting a government office. Factors studied include the digital divide, the nature of the citizen interaction with government, public service values, and satisfaction with services received by citizens. These factors are used to determine whether they impacted choice of channel and satisfaction with that channel..."

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