Managing in the era of digital governance: The expanding role & efficacy of e-government innovations in US social services

E-government, or digital government, is broadly described as the creation and delivery of information and services inside governments and between governments and the public using electronic information and communication technologies (ICTs). Governments can incorporate ICTs to change administrative processes in ways that are client-oriented and needs based. These changes in administrative processes are part of digital-era governance (DEG) strategies. This chapter examines the administrative and managerial challenges of new electronic modes of transacting social services in the US, highlighting the challenges and outcomes of implementing electronic benefit transfer (EBT) technologies in the child support program.