Intermediaries are essential players in the successful delivery of eGovernment services to socially disadvantaged groups. These intermediaries can be public or private organizations, NGOs, or even community leaders who act as a bridge between the government and socially excluded individuals. Often, these individuals do not have the technical skills, resources, or understanding to access services directly through digital platforms.
In cities like Utrecht, the Netherlands, intermediaries help new immigrants integrate into society by guiding them through the public service system. These organizations work closely with local communities and government agencies to ensure that services are tailored to meet the specific needs of socially excluded groups.
Intermediaries ensure that government services are delivered in a way that is accessible, personalized, and effective. Their role is not just about facilitating access but also about shaping services in partnership with the government, ensuring that social inclusion goals are met.