Question

What is the consequence of a lack of user-friendliness in government digital services?

• A. Increased public participation in government.
• B. Frustration and people avoiding the services.
• C. A greater need for IT experts in government.
• D. Faster completion of online transactions.

Answer 1

Answer:

B. Frustration and people avoiding the services.

• Frustration: When websites or applications are difficult to navigate, use complex jargon, or are not well-designed, citizens become frustrated. This leads to a negative user experience and discourages them from attempting to use the service again.

• Reduced Adoption: If the process is too complicated, people will simply revert to traditional, in-person methods, which they may perceive as more reliable, even if they are less convenient. This results in low adoption rates for e-governance initiatives.

• Wasted Resources: When a system is not user-friendly, the government's investment in developing the digital service is not fully realized. The service fails to achieve its goal of providing efficient and accessible public service delivery.