Abstract

Digital platforms are transforming how governments deliver public services; however, many citizens still depend on third parties to access them. This article identifies and classifies these “digital intermediaries” drawing from a national survey in Chile—a country with high digitalization but deep digital inequality. We find two major types of intermediaries: “close” actors (family and peers) and “hierarchical” actors (politicians, bureaucrats, and community leaders). These intermediaries support citizens who lack digital skills or access, playing an essential role in facilitating e-government. The findings challenge the notion that digitalization guarantees direct, unmediated access to public services and underscore the importance of considering human support systems in digital governance. © 2025 American Society for Public Administration.