@misc{37266,
title = {(Dis)connected? Digital Public Services and the Challenge of Equity},
author = {Pombo, Cristina and Roseth, Benjamin and Santamaria, Julieth and Rivas, Carolina  and Vásquez, Mateo},
year = {2025},
doi = {10.18235/0013765},
abstract = {The digitalization of public services in Latin America and the Caribbean presents a significant opportunity to reduce costs, expand access, and transform the relationship between governments and citizens. However, it also poses a growing risk of exclusion for those who face barriers related to internet connectivity, access to digital devices, digital literacy, or a lack of trust in digital channels. This book provides empirical evidence on the relationship between digitalization and equitable access to public services. Drawing on more than 22,000 in-person surveys across 11 countries, interviews with public officials, and an analysis of government websites, the book documents the region's progress in digitalizing public services while highlighting persistent disparities in access across demographic groups. Addressing these gaps is essential to ensuring that the benefits of digitalization reach everyone.},
url = {https://doi.org/10.18235/0013765}
}