Exploring access and usage patterns of e-government services in a SIDS : focus on Maldives

Abstract

The expansion of digital governance has transformed public service delivery, offering opportunities to reduce inefficiencies, promote transparency, and enhance inclusivity. In the Maldives, a Small Island Developing State (SIDS) with dispersed geography and centralized governance, notable progress has been made in advancing e-government services over the past decade. Yet, persistent digital divides remain. This study examines access and usage patterns through administrative data and survey responses, employing the Technology Acceptance Model (TAM) to identify barriers such as information scarcity, configuration difficulties, technical glitches, and unreliable internet. No consistent demographic predictors of use emerge, though motivations cluster around accessing documents and applications. While services are often deemed easy to use, low trust and limited frequency of engagement signal gaps in regulation and outreach. The study underscores the need for user-centred design, coherent policies, and improved communication, highlighting tensions between service provision and citizen engagement in high-EGDI but low-EPI contexts.