Interactive digital television and electronic public services: emergent issues

Information and communications technologies (ICTs) have been at the heart of a transformation of public services in the UK, in a process that has seen the emergence of forms of 'electronic public services' (EPS). Policy makers have hoped that EPS will bring about improved, convenient, accessible and cheaper public services. The Internet has been at the heart of attempts to deliver EPS. However, limiting factors affecting user uptake of web-based services, including skills and access issues, have encouraged service providers to consider additional delivery platforms. Interactive Digital Television (iDTV) has emerged as one possible platform, since it brings an interactive capacity to a medium that is both familiar and easy to use. This paper examines the ways in which the capabilities offered by iDTV technology have been exploited by policy makers and service providers. Reporting data from a number of research projects, this paper also explores the extent to which the technology has supported the emergence of high-quality and user-friendly services, and the extent to which users have valued and utilised such services. It concludes that while we now have a significant evidence base of provider and user experiences, the relative immaturity of the technology and the nature of the iDTV initiatives themselves has prevented a full investigation of EPS via iDTV.