WSIS Action Line C7 E-government Inclusive e-government services: Reaching the hardest to reach through multi-channel service delivery

Deniz Susar argues that the existence of online government services does not guarantee that everyone can actually use them. Because large numbers of people remain offline, inclusive e-government requires additional delivery channels that reach people outside standard web-based systems.

He states that all member states have had an online presence since 2018 and now provide at least one public service online, but immediately adds that this does not mean universal access because 2.2 billion people remain offline . He frames the session around the practical question of how governments can avoid exclusion and explicitly says this is not only about online portals but about using postal offices, libraries, mobile units, and call centres to reach those who are not currently online .

Kevin Hernandez argues that governments should provide multiple ways to access the same services so that citizens can choose what suits their needs and circumstances. In his view, multi-channel service delivery has become a recognised best practice precisely because digitalisation can otherwise leave less connected groups behind.

He notes that 2.2 billion people are completely offline, while people are increasingly expected to go online for government services, work, study, and transactions, with 98% of UN member states offering at least one digital government service in 2024 . He then explains that some governments have embraced multi-channel service delivery as a best practice, meaning the same service is offered through websites and apps as well as analogue or in-person options so citizens can engage according to their needs and preferences .

Kevin Hernandez presents post offices as a highly practical delivery infrastructure for inclusive e-government. His argument is that posts already possess the physical reach, operational systems, and community trust that governments would otherwise need to build from scratch at much higher cost.

He says there are over 650,000 post offices globally, that most are already in rural areas, and that their spread is underpinned by the Universal Postal Convention, which requires UPU member states to designate operators to provide basic postal services across their territories . He adds that posts already have buildings, staff, service counters, payment systems, and even delivery staff who can provide services door to door, making digital upgrades a cost-effective alternative to creating new e-government service-centre networks from scratch .

Kevin Hernandez points out that a major structural barrier is the lack of connectivity in many post offices. This means that even where the postal network could be used to extend services, the absence of internet access prevents it from playing that role effectively.

He states that an estimated 100,000 post offices, or nearly one in six, are not connected to the internet and therefore cannot be leveraged to offer e-government services . He also stresses that this is most common in developing countries, which are precisely the places where the inclusive impact of this approach could be greatest .

Kevin Hernandez argues that the challenge is not only technical but also institutional and financial. He suggests that posts are often overlooked in digital development strategies, while investment shortages and restrictive rules prevent scaling even where the potential is clear.

He says the postal sector's contribution is often overlooked by governments and the development community, citing the fact that the GDC explicitly called for connecting schools, hospitals, and other institutions but did not mention post offices, although later WSIS+20 outcome documents did include them . He also reports that the UPU survey found the biggest barriers to introducing digital services were lack of investment resources, difficulty convincing governments of the value of posts, and restrictive regulatory environments .

Kevin Hernandez recommends a deliberate policy shift that treats posts, libraries, and similar institutions as core parts of digital inclusion strategy. His view is that governments and development actors need to plan for these institutions, finance them, and ensure they are connected if nobody is to be left behind.

In his recommendations, he says governments and development actors should embrace a multi-channel approach and explicitly integrate posts, libraries, and other anchor institutions into broader digital transformation strategies . He further says that connectivity for post offices, libraries, and other anchor institutions in underserved areas must be prioritised and that this will require mobilising resources and establishing enabling policies and regulations .

Kevin Hernandez argues against a universal model for service delivery. He says governments should choose channels based on the infrastructure and institutions that already exist and are viable in their specific national context.

In response to a question, he says directly that there is no one-size-fits-all model and that choices depend on what already exists in a given country and at that specific time . He gives examples that in some places post offices are suitable, in others libraries or community centres may be more appropriate, and in some countries post offices are closing so they cannot realistically be leveraged .

Kevin Hernandez explains that postal involvement in e-government can take several organisational forms. Rather than a single template, partnerships can be tailored to the government's service architecture, from limited transactional roles to full integration into national service-centre systems.

He says that in some countries the post mainly acts as a payment gateway for government services, while in others it partners with one or several ministries to provide only a subset of services . He also describes models where the post partners with all ministries or the national e-government platform, and other cases where the government already has service centres but uses the post to extend that network into faraway areas .

Dennis Chepkwony argues that digital transformation is not automatically inclusive. If governments move services online without complementary access pathways, they risk reinforcing exclusion for groups that already face social, geographic, or accessibility barriers.

He says Kenya's digital transformation aims to digitise 20,000 government services on the e-Citizen platform, but recognises that this journey risks disinclusion and deep inequality if it is not presented in the proper format . He specifically identifies women, rural communities, persons with disabilities, elders, and people in arid and semi-arid areas as those facing the greatest risk of exclusion when services move online .

Dennis Chepkwony explains that Kenya values postal facilities because they are widely distributed and easy for people to reach. However, he makes clear that Kenya does not rely on posts alone, but uses them within a broader multi-channel strategy based on convenience and coverage.

Responding to the question on model choice, he says proximity is a key enabler and that the distributed nature of post office facilities in many countries makes them a default location for citizens to access services . He adds that in Kenya most Huduma centres are located in post offices, but not all of them, because the main criterion is choosing the most convenient location for citizens .

Dennis Chepkwony describes Kenya's model as a layered strategy designed to serve different types of exclusion. It combines physical access points, digital community infrastructure, mobile service outreach, and AI-supported voice interfaces to tackle geographic, skills, and language barriers together.

He says Kenya built a multi-channel strategy with three elements: Huduma Kenya one-stop centres for people without smartphones or reliable internet, community digital hubs in 1,450 stations, and e-mobile trucks that bring literacy training, device support, and service access to arid and semi-arid and other hard-to-reach communities . He also adds a third capability of automatic voice response through AI, allowing voice, image, and text-enabled interfaces in local languages in a do-it-yourself style to reduce language and access barriers .

Dennis Chepkwony presents Huduma centres as proof that hybrid service delivery can work at scale. Their value lies in combining physical presence with digital back-end systems so that citizens can receive integrated services and human assistance in one place.

He says Kenya has 52 Huduma centres bringing together more than 70 national and county agencies and providing access to 168 physical services under one roof, avoiding the need for travel and reducing time, transport, and administrative costs for marginalised communities . He further explains that the centres operate on a hybrid model, with in-person service for people lacking internet or needing guidance, digital portals for those who are more capable, mobile units for remote areas, and contact centres for telephone-based support, while trained staff act as digital mediators .

Dennis Chepkwony stresses that infrastructure alone is not enough for inclusion. People who are unfamiliar with digital systems often need direct human help to complete processes, understand platforms, and access services successfully.

He says Huduma centres maintain an in-person service wing for citizens who lack internet access or need guided assistance with digital platforms . He also notes that trained staff act as digital mediators who guide citizens through online platforms, and that this service mediation is a core reason the model aligns with the goal of reaching the hardest to reach .

Dennis Chepkwony argues that channel choice should start from how citizens actually access services in daily life. Institutions should therefore be selected based on convenience and physical reach rather than because a government prefers one organisational model over another.

He says proximity is one of the main enablers of access and that the distributed nature of post office facilities often makes them the default place for service delivery . He then explains that Kenya also places some Huduma centres outside post offices because the principal driver is creating the most convenient location for citizens to access services .

Steven Wyber argues that inclusion depends on starting from people's real-world circumstances and trusted spaces. He rejects the idea that governments should expect all citizens to adapt to one digital pathway and instead supports a multi-channel design rooted in where people already go.

He echoes the point that availability does not equal access and says there is a critical need to invest in last-mile infrastructure for e-government . Later, when responding to the moderator's question, he says the fundamental guide should be to invest in the places where people are and notes that a multi-channel approach may require using several infrastructures together rather than choosing only one .

Steven Wyber presents libraries as public infrastructures that are especially valuable for the last mile of e-government access. Their strength comes not only from technology access but from the social environment, staff expertise, and the ability to combine multiple services in one place.

He lists the functions libraries provide, including collective access to devices beyond smartphones, a safe and neutral place to seek information, co-location with other services, space for interaction, staff expertise, understanding of community needs, and access to content . He concludes that these features make libraries, like post offices and similar institutions, especially valuable for fulfilling a last-mile role .

Steven Wyber argues that libraries were pushed into this role by the practical needs of citizens. As essential services and applications went digital, people who lacked devices or skills naturally began using libraries as places to obtain help.

Using the film 'I, Daniel Blake' as an illustration, he describes a man sent to the library because he does not have a laptop and cannot complete an online form or CV at home . He then says libraries quickly became e-government centres by default as people came asking how to fill in forms, write CVs, and apply for benefits, meaning the role was effectively thrust upon them .

Steven Wyber uses the Netherlands to show that connectivity alone does not remove the need for assisted access. Even in wealthy and digitally advanced settings, many people still require trusted support points to use government services effectively.

He explains that in the Netherlands, despite being a rich and highly connected country, the government created a network of digital government information points because the people who most needed services were not using them . He says evaluations showed these points were especially valuable for people with low digital skills, low confidence, language barriers, difficulty navigating government websites, or limited trust, and that users strongly welcomed the service .

Steven Wyber stresses that the social character of libraries matters as much as their equipment. Because libraries are low-stigma, familiar spaces where staff can provide direct support, they are well suited to people who find formal government systems intimidating or confusing.

He says people use the Dutch digital government information points when they have low digital skills, low confidence, language barriers, or difficulty navigating government websites . He also notes that a library carries less stigma than a job centre or some government buildings, making it easier for people to seek support there .

Steven Wyber argues that institutional fragmentation can undermine inclusive e-government if it is not actively managed. Since libraries often sit outside digital ministries, governments need cross-ministerial coordination to connect service delivery aims with the institutions best placed to support access.

In his recommendations, he asks how governments can ensure coordination between different ministries because libraries may report to local governments, cultural ministries, or education ministries . He explicitly says there needs to be a connection between those authorities and the ministries of information and communication, and that commitments must also be funded .

Steven Wyber argues that channel decisions should be grounded in existing public habits and trusted institutions. He also warns against overcommitting to a single venue, since multi-channel inclusion may work best when several infrastructures complement one another.

When answering the discussion on channel choice, he says the fundamental guide should be to invest in the place where people are and notes that this should shape decisions about infrastructure . He adds that, because the discussion is about a multi-channel approach, it may make sense to hedge bets rather than rely on only one infrastructure, and he notes that investing in libraries or post offices also yields wider benefits beyond e-government access .

Ahmed Said explains that Egypt selected post offices not only because they are widespread, but also because they are socially trusted. The choice was therefore based on both physical infrastructure and a long-standing cultural relationship between citizens and the postal system.

In response to the question on why Egypt chose post offices, he says the first reason is physical coverage, because Egypt Post has a huge number of offices across the country and reaches everywhere . He then gives a second, cultural reason: Egypt Post is a very old historical institution that has gained the trust of the population, with many Egyptians relying heavily on its financial services .

Ahmed Said presents Egypt's approach as a national, strategic intervention for rural inclusion rather than a set of isolated projects. Under the Decent Life initiative, Egypt uses post offices and related service points to bring digital government into villages and remote communities through multiple physical formats.

He says Egypt's multichannel strategy is anchored in the Decent Life presidential initiative, a multi-billion-dollar national project targeting rural communities that house over 50% of Egypt's population and aligned with the SDGs . He explains that Egypt has integrated 1,879 rural post offices into its upgrade pipeline, modernised 1,639 of them into high-tech postal service centres, and complemented them with kiosks and advanced mobile post offices that provide services such as traffic fine payments, licence renewal, banking, utility bill payments, remittances, and access to the Digital Egypt platform's 260 e-government services .

Ahmed Said argues that inclusive e-government in Egypt is closely tied to financial inclusion. The model combines service access with financial infrastructure and targeted programmes for women so that digital participation also translates into practical economic inclusion.

He says Egypt Post rolled out 1,300 new ATMs in 2025, bringing the national network to 3,080 units and ATM coverage in postal offices to 70%, supported by 9,000 point-of-sale terminals and GIS capabilities . He also describes the Tahwisha initiative, created with the National Council of Women and the Central Bank of Egypt, which digitised informal rural women's savings practices through localised mobile apps and national e-payment tools, while thousands of local female facilitators provided face-to-face financial and digital literacy training .

Ahmed Said argues that true inclusion must include physical and service accessibility for persons with disabilities. Egypt's postal modernisation therefore combines infrastructure modifications with staff training and employment measures to improve both access and participation.

He says that, in partnership with UNDP, Egypt Post has implemented digital inclusion and structural upgrade programmes for persons with disabilities . He specifies that thousands of post offices were retrofitted with ramps and specialised low-level counters, that Egypt Post runs intensive sign-language training programmes, and that it has facilitated formal job placements for dozens of persons with disabilities within the postal workforce .

Ahmed Said makes the case that inclusive e-government must be intentional and group-specific. Rather than assuming one digital system will serve everyone, Egypt designed distinct interventions for rural populations, women, and persons with disabilities based on their particular barriers.

At the outset he says Egypt is using its postal network to bring digital government services directly to rural communities and women, making universal digital inclusion tangible . He then details tailored measures, including a rural-focused Decent Life strategy , the Tahwisha initiative for rural women supported by female facilitators , and disability-focused accessibility upgrades and employment measures in partnership with UNDP .

The participant from Hawaii argues that the value of the postal system is not limited to buildings and counters. In rural communities, postal workers themselves can act as trusted local connectors, and this could be extended into mobile or doorstep e-government support for people who cannot travel easily.

She explains that in rural Hawaii, postal workers help elderly people by bringing stamps, doing errands, and alerting neighbours when someone needs help, so they effectively function as connectors within the community . Based on this experience, she suggests that if e-government services could be made mobile through the postal person already working directly with the community, this would be very helpful for local residents .

The participant from Türkiye provides a practical example of a narrow but useful postal role in digital government. His point is that post offices can efficiently handle identity-related support tasks that enable secure access to online accounts.

He says that when he visited a post office in Türkiye, staff checked his ID card and activated multi-factor authentication on his e-government account . He emphasises that the process took about three minutes, showing that post offices can provide fast in-person verification support for digital account access .

The participant argues that inclusion depends not only on having access points but on how they are designed and staffed. Services that impose short time limits may not work for digitally inexperienced users, while locations with patient, hands-on support can be more effective even if they are not free.

She says that at libraries in Hawaii users are often limited to one hour on a computer, which is difficult because many people are computer illiterate and may spend much of that time simply getting started . By contrast, she says FedEx and UPS centres offer computer services with longer use and continuous assistance, and suggests that some form of social support for such models could expand access and usefulness despite the fees involved .

Ecaterina Bordei Laiu raises the issue that older administrative structures can obstruct inclusive digital reform if rules and procedures are not adapted. Her argument implies that governments need enabling regulation and administrative modernisation to make digital public services both workable and inclusive.

She introduces herself as working with Romania's National Trade Register Office on optimising digital document submission processes and says this work is difficult in practice . She then asks how to bridge the gap between legacy administrative frameworks and rapid digitalisation in light of the need for enabling regulatory environments to support inclusive e-government services .