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The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach.

This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age.

By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society.

The research covered the development patterns of e-government for services from government to citizens only.

Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies.

The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens.

The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.

Common evaluation tools on e-government websites are available globally and locally to standardise and improve the quality of information and services. However, a commonly ignored aspect is the way to obtain detailed measurements of factors influencing citizen centricity; in other words, how official websites cater to the needs and contributions of citizens at different levels of government. Thus, this paper aims to apply a citizen-centric framework in evaluating the e-government websites of three different levels of authority in Malaysia: federal, state and local.

The adapted citizen-centric checklist for e-government websites (aCCEW) with 40 characteristics across four components – openness (21), transparency (5), participation (10) and responsiveness (4) – was adopted to evaluate case studies of 36 government agency websites in Malaysia. Any conformity between the characteristics was marked using a binary measure, and the citizen-centric value was calculated for each component/characteristic.

Through website observations, ratings and descriptive comparisons, this study found that the aCCEW is a useful tool, especially for identifying certain critically violated factors. These were deficiencies in e-decision-making, revealing successful initiatives created through open data, revealing fund transfers and expenditure records and the level of social media responsiveness.

The research contributes theoretically by improvising characteristics in the CCEW to become aCCEW and testing it in multiple levels of government in Malaysia to see its applicability to be adopted in other similar research of e-governments. This could become a new benchmark through the additional research insights it offers into similar perspectives of public values realisation in e-government website design that focuses on more than merely functionality. Attempt to relate the violated factors and strengths of aCCEW website design components to the level of centralisation (power) of federal, state and local governments was also genuine in the e-government research.

Regardless of the many different government systems, federal, state and local governments can benchmark the examples assessed in this study, rethink their power relationships, and further improve their e-platforms to suit the contexts of their users/residents’ needs and contributions.

To the best of the authors’ knowledge, this study contributed to the first Malaysia-based research that identifies and compares factors that contribute to citizen-centric e-government website building at the federal, state and local government levels. The discussion adds value by comparing different systems and levels of e-government websites to their power possession.

To propose and test a model about the business value of government electronic services (e‐government) to small firms. Two dimensions of e‐government use (search‐oriented and transaction‐oriented) are measured and the effects of three types of e‐government benefits on small firms' profitability are tested.

Survey of 100 small firms in three states of the USA (Maryland, New York, and Washington).

Small firms' information technology capabilities are positively associated with the use of e‐government services. Search‐oriented use of e‐government is positively related to enhanced intelligence generation, new business development, and time savings. The relationship between use of e‐government and profitability is mediated by firms' intelligence generation.

The study uses self‐reported data and was based on a sample of firms from three states of the USA. Thus results are limited by the specificity of this geographic context.

Small firms should use e‐government as an information source to enhance their market intelligence and build revenues. IT suppliers should emphasize e‐government services that link small firms to customers and collaborators, and facilitate access to key information resources. Government agencies should enhance their e‐government information services to improve small business performance and increase tax receipts.

The paper provides empirical evidence about the positive effect of use of e‐government services on the financial performance of small firms.

Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of public organizations and extent to which public organizations are able to meet their social objectives. However, it is also important to explore variables influencing public value to pursue for attaining high public value from such projects. This paper aims to attempt to explore such variables based on Situation-Actor-Process (S-A-P) framework. In India, physical presence of citizens is still required at many public centers established for delivering a variety of government services. A citizen at the time of his visit to a public service center faces a situation, deals with different actors and is subjected to a set of processes. At the end of the service cycle, the citizen develops a perception about public value of the e-governance project. The paper aims at exploring the likely influence of “Improved Situation”, “Capability Level of Actors” and “Flexible Process Workflow” on “Public Value” of e-governance projects.

On the basis of a review of literature, variables likely to be influencing public value have been identified in terms of situation, actors and processes. A questionnaire was designed, and a survey conducted to measure public value and S-A-P-related variables in the context of two e-governance projects, namely, Passport Seva Project and Driving License Project in India. Survey data have been analyzed to study the influence of S-A-P-related variables on the public value of e-governance projects. Learning issues have been synthesized in terms of implications for practitioners as well as researchers for enhancing public value of e-governance projects.

The study has revealed that a citizen-centric e-governance project with observed high value of conceptualized S-A-P variables is expected to be characterized by high public value. The analysis has also reflected upon a need for an in-depth study to explore empirically validated linkages between S-A-P variables and public value of e-governance projects.

The paper is based on a pilot study in the context of two citizen-centric e-governance projects. It is required to study more such projects for the purpose of validating the proposed framework and arriving at generalized findings.

The study results are expected to sensitize practitioners to keep in view conceptualized variables related to situation, actors and processes while planning for citizen-centric e-governance projects. This may result in improved situation at the public service centers, better performance of employees and more flexible processes which may further help to increase the public value of such projects.

E-governance projects can perform a vital role in improving public value. In the context of India, a key objective of e-governance projects is to improve the service delivery of citizen-centric projects. The findings of the pilot study, based on the select two citizen-centric e-governance projects in India, reflect upon the likely relationship between public value and S-A-P variables. Thrust on improving situational aspects, as conceptualized in this study, is expected to improve comfort level of citizens while taking benefit of IT enabled services of government organizations. Better capability of actors at public organizations is likely to build trust and confidence among citizens toward these services. Adoption of flexible processes by public organizations is expected to ensure seamless delivery of services to citizens through alternate options. Enhanced delivery of services satisfies the need for improved public value and create positive attitude among society toward public organizations. It contributes to satisfaction level of citizens in terms of saving of time, money and efforts.

A review of literature has revealed a few studies undertaken in recent past with focus on measurement of public value in e-governance context. This paper is based on a novel idea of exploring the likely relationship between conceptualized S-A-P-related variables and public value of citizen-centric e-governance projects. Recommendations based on learning issues are expected to trigger suitable interventions to generate high public value from such projects.

The paper aims to examine a citizen-centric model of governmental entrepreneurship that transforms public service management for the empowerment of marginalized women.

The study adopts a qualitative methodology to analyze the distinctive model of a rural livelihoods program in India. A fieldwork was conducted in four villages, a total of 250 women were interviewed using a semi-structured questionnaire and eight focus-group discussions were conducted. The data were analyzed using constant comparative analysis and discourse analysis. Finally, the findings were shared with women in the study area.

The analysis suggests that the adoption of distinct management for social welfare program results in social legitimacy and social value creation. JEEViKA illustrates that citizen-centric social entrepreneurship model is an outcome of internal and external governance mechanisms, strategy that thrusts on skills and capacity as investment, tools local women (community resource persons) as instruments and targets spatial saturation as an intervention creates political and economic participation, and that marketability promotes power over economic resources that enable freedom from servitude.

The model provides a direction to overcome multiple barriers to addressing poverty and marginalization.

Poor and government can leverage through the collaborative capacity to meet ever-evolving social needs by developing a state-society partnership in citizen-centric governmental entrepreneurship.

The policies to overcome large-scale marginalization can adopt citizen-centric model to create social legitimacy that furthers social value among the poor and marginalized rural women.

This study provides a model that illustrates government ability to transform marginalized poor as co-producers of development benefits.

This chapter investigates the geographical variations and approaches that shape the implementation of smart city projects on a global scale. Recognizing the significant influence of contextual factors on smart city initiatives, this chapter aims to comprehend the dynamics that drive the objectives and approaches of smart city projects across different countries. This chapter provides an overview of the strategic and geographical factors that impact smart city implementation, considering organizational drivers and practices, such as the Hofstede model in context. It explores the role of citizen-based, technology-based, and decision-making-based development in smart city implementation. Moreover, this chapter examines the strategic, cultural, socioeconomic, and geographical differences that influence smart city projects worldwide. It analyzes the geographical influence and internal drivers of smart city projects, focusing on Europe, North America, Latin America, and East and South Asia. This analysis offers insights into diverse approaches to smart city development, encompassing top-down and bottom-up approaches. By examining various perspectives and experiences from smart city initiatives worldwide, this chapter sheds light on the challenges and opportunities associated with implementing smart city strategies in different contexts.

This study examined a tourism destination, Macao, a fast-progressing smart city under development, vis-à-vis a set of smart city quality of life (SCQOL) domains and verified their effects on citizens' attitudes, perceptions and support for citizen-centric smart city development (SCD).

This study adopted a quantitative approach. In particular, a questionnaire survey was used to collect data from Macao citizens. Factor analysis was used to identify SCQOL domains, while multiple linear regression and cluster analysis were used to achieve the research objectives.

This study identified five SCQOL domains: smart environment, smart people, smart livelihood, smart economy and economic policy, and smart mobility. Each of the domains had a different influence on citizens' attitudes and support for SCD. Three citizen segments (passive, neutral and enthusiastic supporters) were identified.

The five SCQOL domains, their effects on citizens' support for SCD and the three citizen segments identified can help implement the appropriate measures to enhance the target groups' SCD. The findings are also of practical value in evaluating the citizen-centric approaches on smart progress in other contexts.

The concept of smart technology has been widely applied to all aspects of city development. The main goal of SCD is to enhance citizens' quality of life. However, most studies have only explored smart cities and quality of life in isolation. Grounded on citizen centrality, this study contributes to the literature on SCD by proposing a new concept of SCQOL, identifying the domains constituting SCQOL and their influence on citizens' support for SCD.

The purpose of this paper is to consider recent field evidence to analyse what online public services citizens need, explores potential citizen subsidy of these specific services and investigates where resources should be invested in terms of media accessibility. The authors explore these from a citizen-centric affordability perspective within three exemplar developing countries in sub-Saharan Africa. The World Bank and United Nations in particular promote initiatives under the “Information and Communication Technologies for Development” (ICT4D) to stress the relevance of e-Government as a way to ensure development and reduce poverty. The authors adopt a contingency value approach to determine directly reported citizens willingness to pay for digital public services. Hence, our focus is mainly upon an empirical investigation through extensive fieldwork in the context of sub-Sahara Africa. A substantive survey was conducted in the respective cities of Addis Ababa (Ethiopia), Lagos (Nigeria) and Johannesburg (South Africa). The sample of citizens was drawn from each respective Chamber of Commerce database for Ethiopia and South Africa, and for Nigeria a purchased database of businesses, based on stratified random sampling. These were randomly identified from both sectors ensuring all locations were covered with a total sample size of 1,297 respondents. It was found, in particular, that citizens were willing to pay to be able to access digital public services and that amounts of fees they were willing to pay varied depending on what services they wish to access and what devices they use (PCs or mobile phones).

The authors adopt a contingency value approach to determine directly reported citizens willingness to pay for digital public services. A survey was conducted in the respective cities of Addis Ababa (Ethiopia), Lagos (Nigeria) and Johannesburg (South Africa). The sample of citizens was drawn from each respective Chamber of Commerce database for Ethiopia and South Africa, and for Nigeria a purchased database of businesses, based on stratified random sampling. These were randomly identified from both sectors ensuring all locations were covered with a total sample size of 1,297 respondents.

The findings suggest that by understanding citizen needs, demands and how they can benefit from online public services could drive decisions related to what public services need to be prioritised for economically active citizens, potentially explore citizen subsidy of these specific public services which will have a trickle-down benefit to poorer citizens by reducing the pressures on traditional channels of public service delivery and investigate where resources should be invested in terms of media to access online services. Willingness to pay between the top online public services showed no statistically significant difference among all respondents.

The research focused on economically active digitally savvy citizens in the major capital cities in each of our selected countries. While these are not representative of the population at large, our intention was to understand what citizen-led government services would look like from the perspective of this group, with an insight into the value they place on these online services and their ability to access them. Technology diffusion starts with the early adopters (Rogers, 2010), and here the authors have focused on those that are likely to be early adopters.

Poor fiscal capacity, namely, the amount and type of resources a state has at its disposal, not only has an impact on economic wellbeing, but particularly relevant in this case, also has an impact on the quality of government (Baskaran and Bigsten, 2013). Thus, e-government is one way in which developing countries can focus on developing good governance and strengthening civil society to improve the quality of government and motivate citizens to participate in the political process.

The economic performance of African countries has been viewed with pessimism, consistently considered to be the poorest continent (Harrison et al., 2014). Recent studies have empirically shown that new information technologies have contributed to longer term economic growth in African countries and stress the need for government to further invest in developing telecommunications infrastructures and internet access (Donou-Adonsou et al., 2016). However one of the major constraints and challenges for developing countries is the limited fiscal capacity and ability to mobilise fiscal resources to finance the provision of public services, which is essential for economic development (Ali et al., 2015).

The authors contribute to the World Bank and United Nations initiatives to promote ICT for Development’ (ICT4D) the relevance of e-government as a way to ensure development and reduce poverty. If online services are of no benefit, even if they are more convenient and lower cost, they are unlikely to be used. Accessing digital public services directly addresses the needs of economically active citizens and can also facilitate the steps towards an improved quality of government and interaction with civil society. The study has contributed to an insightful understanding of the value, cost and benefits of citizen-led e-Government in this respect.

Service alignment between health service provider and patient is changing. Instead of placing responsibilities into the hands of a provider, new forms of co-operation are emerging in which patients are regarded as a resource and a partner. In order to see this vision come to life, mechanisms that: first, support patient’s health decision making; and second, integrate matters of health into a wider ensemble that is health space; the overarching state of health-related affairs, are needed. In the following, these kinds of mechanisms are investigated and their applicability is discussed in relation to a national project. The paper aims to discuss these issues.

The work is exploratory and conceptual, focussing more on people than on technology. In the work, findings related to a concept of a health navigator; an artefact of personal health decision support, are assembled into a framework that bases on key sociological theories. The empirical elements focus on observations made on applicability of the concept, and the underlying framework of citizen-centric electronic health services.

The authors argue that the discussed concept, when applied to personal health decision making according to the underlying framework, has a potential to change health service provisioning. In addition to stimulating new kind of co-operation between the health service provider and the citizen, the concept gives form to, somewhat idealized, notions of patient choice and empowerment.

The work described here is exploratory and forward-looking. Even though the concept and the framework are tested to a degree in a national project, more practice-oriented work is needed in terms of real-world applicability. It follows from this that the work is a conceptual elaboration on the future of personal health decision making.

The findings, including the discussed challenges and needs, stem from real-world observations; from the needs of citizens. As such, they indicate a direction into which the development of personal health records and health decision support aids should go.