Multi-channel service delivery is a vital strategy in ensuring that public services are accessible to all citizens, particularly socially excluded groups. A multi-channel approach means offering services through various access points—online platforms, in-person help desks, telephone support, and even mobile applications.
For instance, in Spain’s Catalunya region, the government has developed a comprehensive eGovernment portal that is accessible through multiple channels. This ensures that even those who may not be comfortable with or have access to technology can still use public services. In the city of Terassa, advanced ICT solutions like natural language processing make services even more accessible to people with literacy or communication challenges.
By offering services through different channels, governments can ensure broader access and make it easier for disadvantaged groups to engage with services on their terms.