The impact of E-government for migrants satisfaction with migration agency services

Abstract Digital solutions are seen as ways to improve citizens’ access to public services and raise their trust. Yet, the specific impact of digital public services for migrants, remains understudied. Therefore, this study investigates migrants’ use of digital public services and examines the impact of such services on migrants’ satisfaction with migration agencies. We rely on original data from an online survey ( N = 22,659) in Sweden consisting of migrants who received decisions from the migration agency regarding a variety of applications. Our results show that online applications are not related to higher satisfaction among migrant groups when measured as satisfaction during general contact. However, with more specific measurements, such as satisfaction when visiting the migration agency, online applications are related to higher satisfaction. We also find that satisfaction with the migration agency is stratified across different types of applications, with asylum-seekers being the least satisfied in their contact with the migration agency.