Serving all: Preferences for Online or In-person Service Delivery Vary with Trust in Government

• In Event: How Citizen-State Encounters Affect Political Attitudes and Behavior

Brief Overview

As governments around the world digitize, citizen-facing public services naturally follow. We conduct a study in Kenya to consider how in-person and online service modes impact citizens’ trust in government and uptake of public services.

Authors

• Lula Chen, Massachusetts Institute of Technology

• Salim Kombo, Busara

• Nat Rabb, Massachusetts Institute of Technology

• Leonard Waweru, Busara

• Alisa Zomer, Massachusetts Institute of Technology

• Lily Tsai, Massachusetts Institute of Technology