Computer World: Digital Public Services and Well-Being in Europe

Although research on the digitalization of public services has focused on many different areas, the role of digital public services (DPS) in shaping citizens’ well-being is a rather under-researched topic. This study investigates how inequalities and internet usage influence the relationship between digital public services (DPS) and individual well-being. Drawing on the Technology Acceptance Model (TAM), the digitalization paradox, and broader theories of digital inclusion, we analyse individual- and country-level data from 24 European countries across three waves: 2018, 2020, and 2022. DPS are operationalized using the Digital Economy and Society Index (DESI), a composite indicator developed by the European Commission to assess digital performance and progress across EU member states. Multi-level analysis was used to investigate the relationship between DPS and life satisfaction and to uncover whether this is moderated by use of the internet and inequalities related to the four main drivers of digital access: age, gender, income, and education. Our findings reveal a counterintuitive trend: higher levels of DPS are associated with lower reported well-being, particularly among individuals presumed to possess advanced digital skills. These results underscore the need for more inclusive and human-centered approaches to digital public service design.