Benefits Sought by Citizens in Multichannel e-government Payment Services: Evidence from Italy☆

Abstract Together with the digitalization of government services, Italian government is considering the introduction of several online and offline access point to its services in order to increase the penetration of provision systems not requiring an interaction at the PA office. This study, through a two-step empirical analysis intends to understand the benefits sought by Italian citizens and the channel attitudes in order to understand whether and how this orientation by Italian policy makers, with respect to payment services, may be effective. The study presents implications for policy makers and public servants and provides a conceptual background for grounding further research on multichannel service provision.