Language and Technology Literacy Barriers to Accessing Government Services

  • Etienne Barnard
  • Laurens Cloete
  • Hina Patel
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2739)


The paper presents research aimed at overcoming barriers to citizens’ ability to access electronic government services. Our concern is specifically ‘non-connectivity’ barriers to electronic service delivery including cultural background, language, literacy and level of technology experience. These issues are investigated and solutions researched in a developing world context. The project on which the paper is based aims to develop a service delivery framework and technology where service delivery is personalised to citizen’s unique circumstances taking into account the means by which they will have access to government services and individual characteristics such as language preference. In order to develop appropriate technological interventions, a number of field experiments are done to gain an improved understanding of the extent to which citizens’ exposure to technology and home language affect their ability to access electronic services. These experiments will influence technology development on the project that will be incorporated in a technology demonstrator.


Speech Recognition Government Service South African Context Electronic Service South African Department 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2003

Authors and Affiliations

  • Etienne Barnard
    • 1
  • Laurens Cloete
    • 2
  • Hina Patel
    • 2
  1. 1.University of PretoriaSouth Africa
  2. 2.CSIRSouth Africa

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