This document outlines the role of public libraries in supporting e-government services and transactions. It discusses how libraries have traditionally provided access to government information and helped the public engage with democratic processes. As more government content and services have moved online, libraries have taken on additional roles in providing digital literacy training and direct assistance to patrons accessing e-government resources. However, libraries face challenges like insufficient technology, staff expertise, and resources to fully meet public needs. The document examines issues libraries may encounter in their e-government work and implications for how they could transform services to have more impact.

1. John Carlo Bertot
Director and Professor
Information Policy & Access Center
College of Information Studies
University of Maryland College Park
jbertot@umd.edu
www.plinternetsurvey.org
digitalinclusion.umd.edu
Libraries and E-government:
Foundations and Issues

2. Outline
 Public Libraries in the US
 Libraries and E-government
◦ Background
◦ Issues
◦ Implications
 Concluding Comments

3. Public Libraries in the US

4. A Long Tradition
 Government information
◦ In some cases, Depository Libraries
 Democratic principles
 Engagement
 Partnerships
◦ Tax forms, VITA centers
◦ Passport centers
◦ Immigration

5. A Steady March to “E”
Government
 More content online
 More services online (and often only
online)
 Disaster recovery
 E-participation
 Social media

6. http://www.governing.com/gov-data/public-
workforce-salaries/monthly-government-
employment-changes-totals.html

7. Background: E-Government & Public
Libraries
Growing expectation that the public will
engage in e-government transactions
but there are barriers to access:
Lack of access to computers and Internet
Lack of digital literacy skills
Lack of civics understanding
Accessibility and usability issues
Language and cultural barriers
Lack of trust

8. E-Government Roles and Services Overall
Staff provide assistance to patrons applying
for or accessing e-government services
96.6%
(n=12,609)
Staff provide as needed assistance to
patrons for understanding how to access and
use e-government Websites
91.8%
(n=11,978)
Staff provide assistance to patrons for
understanding government programs and
services
50.0%
(n=6,528)
Staff provide assistance to patrons for
completing government forms
70.7%
(n=9.232)
The library partnered with government
agencies, non-profit organizations, and
others to provide e-government services
30.9%
(n=4,017)
What We Know

9. 46.3%
27.9%
50.0%
48.3%
37.7%
34.2%
51.9%
48.3%
35.1%
49.8%
41.3%
37.2%
Insufficient staff
Insufficient staff
expertise
Too few
workstations
Challenges Affecting Ability of Public Libraries to Help
Patrons Meet Employment Seeking Needs
Overall
What We Know

10. PAT
Literacie
s
 Basic
 Digital
 Information
 Civic
 PACs/De
vices
 Broad-
band
 WiFi
Transactio
ns
 Email/PIN
s
 Navigation
 Informatio
n
 Forms
Foundationa
l
Enhanced
Instruction/
Programs
 Language
 GED
 Employment
 Navigators
 Partnerships
Transformation
al
 End to end
 Engageme
nt
 Hackathon
s
The E-government Context in
Libraries

11. Hartford Public Library (CT)
 Partnership with
USCIS, local
school district, and
non-profit
organizations
• Provides
assistance with
immigration
process and
beyond (e.g.,
passports, voter
registration)

12. Alachua County Library District
(FL)
The Library
Partnership:
 Public library
 40 non-profit
organizations and
local government
agencies housed in
one facility
◦ One stop resources
for the community
focused on social
services related to
child welfare

13. 4th Floor
 Hackathons
 Connections to
Open Chattanooga
◦ http://openchattanoo
ga.com/

14. Public access
technology
Literacies
Transportation
Differing
participation
requirements
User Issues
Issues

15. Sufficiency of
Technology
Staff Skills
Time &
Resources
Relationships with
government
agencies
Library
Issues
Issues

16. Additional Issues
• Buildings
• Understanding the complex maze
• E-government typically embedded in a
larger policy and legal framework
• Who does what
• Legal
• Privacy
• Information v. Assistance v. legal advice

17. Issues
 Devices
◦ Smartphones, tablets, computers, ?
◦ Mgov well underway
 Cost shifting/burden
◦ But an opportunity
 Often excluded from design and
implementation
◦ Yet deal with day-to-day use

18. Concluding Comments
 Libraries have some choices to make
◦ Transactional  transformational
 Where on the continuum?
 Implications for staffing, buildings, technology
infrastructure
 Partnerships and collaborations
essential
 New skills required
◦ Data analytics, local data infrastructures,
technology, case management/social
services

19. Resources
 Libraries and E-government
◦ Data
 http://plinternetsurvey.org (1994-2012)
 http://digitalincusion.umd.edu (2013-2014)
◦ Engagement/help
 http://Lib2Gov.org
 E-government @ Your Library Webinar series
 Guides and strategies
◦ MLS Education
 http://egov.umd.edu