A channel is a means used by an administration to interact with and deliver services to its users, and for users to contact public administrations with the aim of acquiring public services.
The term 'user' includes individuals, businesses and organisations as consumers of public services. The set of different possible 'means' for electronic delivery constantly changes, and currently includes the use of web-based technologies, telephony, paper media, face-to-face contacts and many others, applications of these technologies such as the internet, e-mail, SMS, call centres or service counters, and devices to access these applications such as personal computers, mobile phones, kiosks or digital TV.
Multichannel delivery refers to the provision of public services simultaneously and independently via two or more such channels, selectable by the user according to needs.
Source: Final Report "EU-wide digital Once-Only Principle for citizens and businesses"