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Doubts cloud e-government sites (26 May 2004)
"People's problem-solving capacities matter to successful outcomes with government, not a specific technology," the report went on.

The fact that more than a third of Americans do not have internet access is one of the reasons why e-government sites are failing to engage users.

But impatience is also a factor.

"They want a conversation over the phone so they get immediate feedback on what to do next or even face-to-face interactions for certain kinds of problems," said report author John Horrigan.
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