Enhancing the adoption of digital public services: Evidence from a large-scale field experiment

Ari Hyytinen*, Jarno Tuimala, Markus Hammar

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

Abstract

Governments increasingly digitalize the provision of their public services, but these efforts fail to generate expected social benefits if the services remain underutilized. We use a large-scale field experiment to provide causal evidence on how a concrete policy instrument, nudging, can be used to address such underutilization by a group of slow adopters. Our experiment is conducted in a real-world setting with actual citizens and makes use of informative and social influence nudges. We find that such behavioral interventions enhance the adoption of an online government service among the slow adopters. The effects are statistically highly significant and quantitatively large. The most effective experimental treatment doubles the adoption rate.
Original languageEnglish
Article number101687
Peer-reviewed scientific journalGovernment Information Quarterly
ISSN0740-624X
DOIs
Publication statusPublished - 05.03.2022
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • field experiment
  • citizen heterogeneity
  • e-government
  • adoption
  • initial usage
  • uncertainty
  • causal inference
  • nudges
  • behavioral economics

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Quantitative consumer behaviour and competition economics

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