Several governments are actively encouraging their administrations to deliver public services exclusively through digital channels. This strategy consists of putting in place a series of complex and specific actions that bring into play numerous actors, to ensure that users are willing to accept digital channels and that weaker users are not disadvantaged. Although this strategy is being increasingly adopted in various countries, scholars have scarcely begun to explore its logic. This research explores how to define a service delivery strategy that forces users to adopt digital channels. Four in-depth case studies have been conducted on Italian local governments that started delivering their non-educational school services through digital channels alone. We found that a mandatory service delivery strategy is feasible when the starting point is to understand the users' characteristics, skills and behaviours and, as a consequence, whether they perceive the service as complex and/or ambiguous. With this in mind, public organisations can select the proper mix of channels for each category of users and combine their change in approach with behavioural-type interventions, i.e. by creating the right conditions to modify the users' behaviour.

几个政府正在积极鼓励其主管部门完全通过数字渠道提供公共服务。该策略包括采取一系列复杂而具体的措施，使众多参与者参与其中，以确保用户愿意接受数字渠道，并且弱势用户不会受到不利影响。尽管各国都越来越多地采用这种策略，但学者们几乎没有开始探索其逻辑。这项研究探索了如何定义强迫用户采用数字渠道的服务交付策略。已经对意大利地方政府进行了四个深入的案例研究，这些研究仅通过数字渠道就开始提供非教育学校服务。我们发现，当以了解用户的特征，技能和行为为出发点，从而了解用户是否认为服务是复杂和/或模棱两可的时，强制性服务交付策略是可行的。考虑到这一点，公共组织可以为每种类别的用户选择适当的渠道组合，并将其方法的变化与行为类型的干预措施结合起来，即通过创建适当的条件来修改用户的行为。