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(Dis)connected? Digital Public Services and the Challenge of Equity

Author

Listed:
  • Pombo, Cristina
  • Roseth, Benjamin
  • Santamaria, Julieth
  • Rivas, Carolina
  • Vásquez, Mateo

Abstract

The digitalization of public services in Latin America and the Caribbean presents a significant opportunity to reduce costs, expand access, and transform the relationship between governments and citizens. However, it also poses a growing risk of exclusion for those who face barriers related to internet connectivity, access to digital devices, digital literacy, or a lack of trust in digital channels. This book provides empirical evidence on the relationship between digitalization and equitable access to public services. Drawing on more than 22,000 in-person surveys across 11 countries, interviews with public officials, and an analysis of government websites, the book documents the region's progress in digitalizing public services while highlighting persistent disparities in access across demographic groups. Addressing these gaps is essential to ensuring that the benefits of digitalization reach everyone.

Suggested Citation

  • Pombo, Cristina & Roseth, Benjamin & Santamaria, Julieth & Rivas, Carolina & Vásquez, Mateo, 2025. "(Dis)connected? Digital Public Services and the Challenge of Equity," IDB Publications (Books), Inter-American Development Bank, number 14332, March.
    • Handle: RePEc:idb:idbbks:14332
    DOI: http://dx.doi.org/10.18235/0013765
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    More about this item

    JEL classification:

    • H83 - Public Economics - - Miscellaneous Issues - - - Public Administration
    • O38 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Government Policy
    • D02 - Microeconomics - - General - - - Institutions: Design, Formation, Operations, and Impact
    • D63 - Microeconomics - - Welfare Economics - - - Equity, Justice, Inequality, and Other Normative Criteria and Measurement

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