=Paper=
{{Paper
|id=Vol-2797/paper18
|storemode=property
|title=Diffusion of E-services: Data from Seven Swedish Municipalities
|pdfUrl=https://ceur-ws.org/Vol-2797/paper18.pdf
|volume=Vol-2797
|authors=Leif Sundberg
|dblpUrl=https://dblp.org/rec/conf/egov/Sundberg20
}}
==Diffusion of E-services: Data from Seven Swedish Municipalities==
https://ceur-ws.org/Vol-2797/paper18.pdf
Diffusion of E-services: Data from Seven Swedish
Municipalities
Leif Sundberg
Mid Sweden University, leif.sundberg@miun.se
Abstract: Intensified use of digital technology enables new ways for governments to interact with
their citizens. One such way they interact is through the use of electronic services (e-services).
The diffusion of such services is not yet fully understood. Against this backdrop, this paper aims
to study demographic differences in e-service diffusion. The research is conducted by using data
from a Swedish region. The novelty of this paper is that it builds on actual usage data.
Quantitative data from an e-service platform is presented through descriptive statistics. The
results reveal interesting findings related to citizen demographics such as gender, age, and living
in a city or rural area, and also findings related to category of e-service. A general observation
is that women use e-services more than men, up to the age of 50. Many of these services are
aimed towards parents with children in school. One exception from the pattern is services related
to building permits and related areas, where men are the most frequent users. The results also
reveal that the differences between men and women are smaller in an urban area studied
compared to the other municipalities. Overall e-service usage peaks at the age of 40-49, but two
rural municipalities deviate from this pattern with an earlier peak. This paper adds to current
knowledge on e-service diffusion with data on actual usage, based on age, gender, rural/urban
areas, and service categories.
Keywords: e-government, e-services, diffusion, adoption, demography
1. Introduction
Intensified use of digital technology enables new ways for governments to interact with their
citizens. One such way they interact is through the use of electronic services (e-services). Lindgren
and Jansson (2013) define e-services in the public sector using three characteristics; they are public
(rather than private), electronic (digital) and intangible (unlike e.g. goods). By emphasizing the
"public" part, Jansson (2012) argues that e-services can be conceptualized as either a swing door or
a gatekeeper to public services. E-services often manifest in forms on websites, where citizens may
identify themselves using electronic means of identification and fill in information required for e.g.
making an application. However, as argued by Lindgren and Melin (2017) (see also Jansen and
Ølnes, 2016) it is difficult to establish a precise definition of what constitute e-services. E-services
often range from downloadable forms to more complicated self-service systems, and IT systems with
specific processing capacity.
Copyright ©2020 for this paper by its authors. Use permitted under Creative Commons License Attribution 4.0 International (CC BY 4.0).
186 Ongoing Research
Prior research on e-services is heterogeneous (Arduini and Zanfei, 2014). Research on e-
government or e-service diffusion is often conducted through the use of technology acceptance
models (TAM) in combination with web surveys. These approaches are problematic because they
do not capture actual usage (or, nonusage) of e-services since they are senstivite to sampling
problems. Web surveys are problematic when it comes to generating representational samples (see
e.g. Fricker and Schonlau, 2002), especially concerning large target groups, often the case with public
e-services. Moreover, these approaches usually assess individuals' willingness to adopt e-services.
Actual diffusion patterns may deviate from what is output by a TAM model (see e.g. Ajibade, 2018).
Henriksen (2004) conducted a study in the Danish context and argues that urbanization,
population density, educational level of citizens, and increase in employment appear to be the most
significant explanatory factors for a high level of e-service adoption. Seeing the low adoption of e-
services in Danish municipalities, this author also argued that the development may be driven by
technology fads rather than citizen demands (Henriksen, 2006). As reported by van Dijk et al. (2007),
the maturity of e-service delivery is often measured by the number of services produced. However,
there is a gap between supply and demand (see also, Sutan et al. 2013). A search on diffusion and e-
service adoption in the Digital Government Reference Library (Scholl, 2020) reveals that remarkably
few studies have focused on actual use of services. Solvak et al. (2019) explain that there is a lack of
understanding of e-service diffusion in the e-government literature. These authors present results
from a large dataset of e-service usage in Estonia. Their study reveals that e-government adoption
rate increases linearly over time, and that adoption rates are highest among population groups
currently in higher education or active on the labour market. Moreover, they suggest that women
use e-services at a higher rate than men in many age groups.
Against this backdrop, the purpose of this paper is to study demographic differences in e-service
diffusion. The research is conducted by using data from a Swedish region. The material, which will
be further described in the next section, allows the analysis of e-service diffusion using four
variables: age, gender, service category, and urban or rural municipality.
2. Materials and Methods
This paper builds on data from an e-Service platform used by seven municipalities (Table 1) in a
Swedish region. The data from the e-service platform is openly accessible (see e-Samverkan, 2020)
and contains data on e-service usage from seven municipalities between 2018-2020. The e-services
can be described as an "archetype" of e-services (Melin and Lindgren, 2017): they are mediating
eservices, in which the user indirectly interacts with a case handler. Many of the e-services were
created in a collaboration project between the municipalities, with the goal to "generate 100 e-
services". At the time of the study, the database included 25,177 cases where users identified
themselves with an eID. From this dataset four variables were studied: gender, age, urban or rural
area, and category of service (services are thematically divided into building and environment [BaE];
care and health [CaH]; culture and recreation [CaR]; childcare and education [CoE]; enterprise and
work [EaW]; municipality and politics [MaP]; and traffic and infrastructure [TaI]; see Table 2). It
should be noted that the categories are not always distinct. For example, traffic and infrastructure
contains both services related to vehicle use and a service allowing parents to apply for replacement
Ongoing Research 187
municipalities display slight variations on how they categorize their individual e-services.
Table 1: Studied Municipalities
Municipality Population Class (SKR, 2020)
A 99376 Larger city
B 56060 Smaller city
C 25184 Smaller city
D 19275 Rural area
E 18364 Rural area
F 17996 Commute area near larger city (A)
G 9329 Rural area
All 245 584
Table 2: Service Categories
Service (% of errands) Variable Description
Building and environment (11.5%) BaE Building permits and similar e-
services.
Care and health (6.3%) CaH E-services aimed at people with
disabilities, trustees etc.
Childcare and education (38.4%) CaE E-services aimed at parents with
children in kindergarten and school.
Culture and recreation (1.3%) CaR Summer camps, union aid, season
cards for ski tracks etc.
Enterprise and work (5%) EaW E-services aimed at businesses and
citizens looking for work.
188 Ongoing Research
Municipality and politics (4.4%) MaP E-democracy.
Traffic and infrastructure (30.1%) TaI Permits for a variety of vehicle
operations, replacement bus cards for
school pupils.
3. Results
As revealed in Table 3, women use e-services more than men in all municipalities (men constitute
36% of users, women, 64%). The pattern of use is fairly stable over the years studied: 64.5% of users
were women in 2018, 64% in 2019, and 62% in early 2020 (although 2020 only includes 2088 cases at
the time of writing). Municipality A displays a more equal use of e-services than the other
municipalities (men: 43.1%, women 56.9%) This municipality is the largest (population: 99 376) and
includes the largest city (population: 58 248) in the region.
Table 3: Male and Female Users
Municipality Men (%) Women (%)
(n of errands)
A (5376) 2318 (43.1%) 3058 (56.9%)
B (7377) 2421 (32.8%) 4956 (67.2%)
C (4995) 1845 (36.9%) 3150 (63.1%)
D (1316) 442 (33.6%) 874 (66.4%)
E (2999) 1047 (34.9%) 1952 (65.1%)
F (2141) 652 (30.5%) 1489 (69.5%)
G (973) 328 (33.7%) 645 (66.3%)
Total 25177 9053 (36%) 16124 (64%)
Figures 1 and 2 illustrate that women use e-services more than men until the age of 50, when the
graphs even out. As seen in figures 3 and 4, municipality A follows a similar pattern, but with a
smaller gap between men and women. The data for the Under 18 and 70+ age groups should be
Ongoing Research 189
interpreted with caution since these groups contain few cases. One service category, building and
environment, deviates from the pattern. As shown in figures 5 and 6, men use these e-services more
than women in all age groups. This is the only service category that displays this pattern. Most other
services reflect a similar pattern to the overall results. For childcare and education e-services (figures
7 and 8) there is a gap between male and female users that closes with age, with slightly more male
than female users among those over 60 years old.
As shown in Figure 9, the overall use of e-services peaks at age 40-40, then declines in the older
population. It should be noticed that large volumes of services target parents (as displayed in the
previous section, Table 3), who are usually of working age. However, two municipalities in Figure
10 deviate from the pattern: the e-service usage in municipalities E and G peaks at age 18-29 and
then declines. These municipalities are both rural, but so is municipality F, which peaks at age 40-
49, just like the larger municipalities. Hence, whether this phenomenon is more common in rural
municipalities should be subject to further research.
Figure 1: Numbers of Users, All e-Services Figure 2: % of Users, All e-Services
Figure 3: Number of Users, Municipality A Figure 4: % of Users, Municipality A
190 Ongoing Research
Figure 5: Number of Users, BaE e-Services Figure 6: % of Users, BaE e-Services
Figure 7: Number of Users, CaE e-Services Figure 8: % of Users, CaE e-Services Services
Figure 9: Age Distribution, All Services Figure 10: Age Distribution, Municipalities
As shown in Table 4, the most used e-services for people aged 18-49 belong to the childcare and
education category. At age 50-59, the results shift. The e-services most used by men over 50 belong
to the building and environment category. Women aged 50-59 use the traffic and infrastructure
category most, and after age 60, they use e-services in the care and health category most (in the care
and health category, women in all age groups use e-services more than men).
Ongoing Research 191
Table 4: Most Used Services
Age group All Men Women
18-29 CaE (1739) CaE (643) CaE (1096)
30-39 CaE (3407) CaE (710) CaE (2697)
40-49 CaE (3718) CaE (1057) CaE (2661)
50-59 TaI (894) BaE (497) TaI (477)
60-69 BaE (413) BaE (321) CaH (165)
70+ CaH (204) BaE (100) CaH (144)
4. Concluding Remarks
This study contributes to current research on e-government and e-service diffusion through the
following findings:
Gender. The study confirms recent results that women use e-services more than men.
However, this varies based on the category of the service: men use services related to building
and environment more than women, and it appears that women use services related to family,
such as school, education, bus cards, health care, more than men.
Age. The use of e-services peaks among the population in working age, and the pattern
between men and women in different ages varies. It needs to be taken in account that many e-
services are aimed towards people with children in schools, and thus are not relevant for the
older population.
Rural/City. The data showed that e-service diffusion might be more evenly distributed
between men and women in cities than in rural areas.
Category of service. As mentioned above, e-service diffusion is different among men and
women. One interpretation of this data is that e-service diffusion reflects traditional gender
roles: Men build, women take care of the family.
These results are important given the narrative of digitalization and e-government as disruptive
and transformative processes. The use of technology may change some aspects of our societies, while
other aspects are reinforced.
4.1. Limitations and Future Research
The current study was limited to a region in central Sweden. As such, generalizations should be
made with caution. However, the results are useful for making comparisons with e-service diffusion
in other contexts as well. The difference between city and rural areas is one area for further
192 Ongoing Research
investigation. The material in this paper did not allow for a deepened analysis of development over
time, but more longitudinal studies would constitute a welcome contribution to the e-government
research field.
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Ongoing Research 193
About the Author
Leif Sundberg
Dr. Leif Sundberg is a senior lecturer at Mid Sweden University. Leif has a background in philosophy, media
communication, and teaching. He received his PhD in information systems in 2019. Leif's research includes
the study of (digital) technology and values, digital government, and digital maturity within the
manufacturing industry.