Does Introducing FAQs Boost Self-Service Government?—A Study of Local Government Websites

Abstract

Government websites remain a crucial means of communication with citizens, even in times of artificial intelligence. However, if not designed with usability in mind, users will call or e-mail to get answers, thereby wasting administrative resources. Little research exists on this issue of government efficiency. Drawing on self-efficacy theory, we address this gap and introduce Frequently Asked Questions (FAQs) to the websites of five Swiss local governments to see if self-service government increases. We find improvements only if administrations tell users about the FAQs on other channels. Thus, our study advances the debate on government efficiency in the digital space.