Bridging digital divides: infrastructure, transparency and mobile compatibility in citizen-centric e-governance across the EU

Purpose This study investigates why citizen-centric e-governance remains uneven across the European Union despite significant digitalisation efforts. It examines how digital infrastructure, governmental transparency and mobile compatibility influence citizen trust and participation in digital public services. Design/methodology/approach Using ordinary least squares (OLS) regression models, the study analyses country-level data from 27 EU member states, drawing on the EU Digital Economy and Society Index (DESI), the World Bank and the World Health Organization. Four models assess the effects of internet penetration, fixed broadband, transparency and mobile compatibility on e-government adoption and trust. Findings Internet penetration is a significantly stronger predictor of e-government usage than fixed broadband, supporting the need for universal access policies. Transparency positively correlates with e-government adoption but does not independently build trust, which is instead explained by broader socioeconomic conditions, namely the Human Development Index (HDI). Mobile compatibility enhances participation in citizen-facing digital services but shows a weaker effect for business-facing services. Practical implications The findings support mobile-first design, equity-driven access strategies and the embedding of transparency within broader development efforts. These insights offer a roadmap for inclusive, trust-based digital governance across diverse EU contexts. Originality/value The study bridges persistent gaps between conceptual models of digital governance and their practical implementation across the EU. It disentangles the distinct effects of infrastructure, transparency and mobile compatibility, while challenging the assumption that transparency alone fosters trust and highlights the need for context-sensitive approaches to citizen-centric governance.