1.6.1: Channel Mix
Enable self-service by the citizen, in addition to forms of intermediation. Other Information:
Channel mix: that is, the physical type of channel being used. Traditionally, channels for government service delivery have
included the face-to-face channel (through high-street and other locations), traditional mail and the traditional telephone.
More recently, interactive voice recognition (IVR) and the Internet have become important channels. A key distinction is the
extent to which the channel is based around self-service by the citizen, or requires some form of intermediation - either
in person (e.g. the citizen visiting a government office or an official visiting the citizens in the community or remotely
(e.g. by telephone or email).
Indicator(s):
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