Meeting Digital Access Halfway: User Insights into Barriers and Enablers of Access to Public Services

The proliferation of information technology in the public sector is considered a viable solution to simplify access, bringing public services just a click away from citizens. However, the increased reliance on digital technologies has exposed the extent to which access disparities can exacerbate social inequalities, leaving marginalized populations further behind. Instead of removing physical barriers, digital solutions often introduce barriers of a new kind. Prior research has indicated the spillover of access inequalities from the social sphere into the digital domain, focusing primarily on offline resources and digital interactions. This paper identifies barriers in the offline-to-digital access transition and suggests enablers that facilitate this experience. We approach this endeavor by interviewing citizens of North Macedonia from diverse backgrounds. The paper employs thematic analysis and hybrid reasoning to identify perceived barriers and enablers patterns. Findings reveal that barriers related to trust, motivation, and digital skills are more prevalent than those related to accessibility and affordability as physical factors affecting the transition to digital access to public services. The practical implications of this study could inform policymakers in developing inclusive strategies that 1) enhance early stages of digital transformation processes and 2) effectively address barriers that impede access to public services by implementing customized solutions corresponding to users’ contextual circumstances. Additionally, this study contributes to conceptualizing barriers and enablers as central in the broader study of socio-digital inequalities.