Intermediaries in E-Inclusion: A Literature Review

The development of socially-aware eGovernment policies requires the implementation of multiple delivery channels to give the different user categories the choice of which service access alternatives (physical and electronic) to use each time. The paper claims that new intermediaries play a potentially significant role in inclusive eGovernment strategies, in both the developed and the developing countries. A selective review of the disparate literature highlights the need for a better understanding of the role of these actors and their impacts on the qualities of the citizens' and public-sector relationships. Our exploratory research suggests the usefulness of placing the intermediaries in an institutional framework and proposes an agenda for future research.