With the broadening of
e-government initiatives, the use of the Internet has penetrated
many of these services as web-based services. SHIL,
the Israeli Citizens Advice Bureau, was established in 1957 Nowadays, about one thousand volunteers operate SHIL
offices in 55 municipalities throughout the country and
SHIL also runs a telephone hot-line and an Internet site
(http://shil.info) (Ministry of Social Affairs and Social
Services, 2009; Tractinsky et al., 1998). SHIL operates
through the Israeli Ministry of Social Affairs and Social
Services in collaboration with the municipalities