<p>A citizen-centric approach is essential to foster the use of e-democracy and e-government tools for smart governance, as the adoption of these services remains insufficiently developed. Current research in this area predominantly relies on technology acceptance models, which often fail to account for the heterogeneity among different groups of citizens. To address this limitation, this study applies a hybrid approach to identify the key determinants that influence the usage of e-democracy and e-government tools. A survey was conducted on a sample of Croatian citizens, capturing diverse aspects of e-democracy and e-government tool usage, including levels and motivations for their adoption. In the first phase, cluster analysis was applied to identify distinct citizen groups based on their motivation levels. In the second phase, multiple regression analysis was conducted, with the intensity of usage and perceived limitations serving as dependent variables. Demographic characteristics, information literacy, obstacles to adoption, and motivational clusters were used as independent variables. The results indicate that demographic characteristics have a stronger influence on perceived limitations, while motivational clusters and information literacy play a greater role in driving usage intensity. These findings suggest that tailored interventions should be developed for different demographic groups to reduce perceived barriers and enhance usage levels. This study indicates how a hybrid approach can uncover hidden patterns and generate actionable insights for policymakers and government agencies, ultimately improving the design, implementation, and effectiveness of e-democracy and e-government tools.</p>