Citizen–Government Interaction and the Internet: Expectations and Accomplishments in Contact, Quality, and Trust

In addition to improving efficiency and transparency of government services, e-government may increase the frequency of interaction between citizens and government as well as improve perceptions of quality and trust in government more broadly. Analyses of citizen-initiated contact with government using Pew Internet and American Life Project survey data indicate that e-government has motivated citizeninitiated contact with government among some demographic groups and magnified existing gaps for others. Online citizen-initiated contact improves the quality of interactions with government; however, the findings here do not support the argument that e-government increases trust among its users. Findings are consistent with the goals of the American government in adopting and promoting e-government.