Challenges for the Digital Government: opportunities and obstacles for vulnerable groups accessing online public services in Brazil and the Netherlands

The rise of digital technologies and the internet has transformed the way in which governments interact with their citizens. Communication, access to information, and provision of public services are more and more offered using digital platforms. In this context, new concepts like digital citizenship and digital governance emerged. The main focus point of this paper is the accessibility and inclusiveness of digital services. There are several factors that contribute to disparities in access to digital services, including socio-economic status, geographic location, age, and level of digital literacy. Those who live in rural or remote areas may have limited access to high-speed internet, while low-income households may be unable to afford the necessary technology. Older adults may struggle with using technology, and individuals with disabilities may face barriers to accessibility. This is especially problematic as the digital services often target these vulnerable groups (welfare systems, pensions). The question that we will address in this paper is how the accessibility to digital services is safeguarded in both Brazil and the Netherlands. We will do so by comparing the legal frameworks and policy documents in both countries and trying to construct an overarching perspective on adequate safeguarding mechanisms to provide an equal access to digital public services.