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Article
Publication date: 30 May 2011

Shirish C. Srivastava

The purpose of this viewpoint is to provide a framework for future research on e‐government impact.

Abstract

Purpose

The purpose of this viewpoint is to provide a framework for future research on e‐government impact.

Design/methodology/approach

Using a concise review of major e‐government studies, we present a value framework for assessing the impact of e‐government. Specifically, we integrate the two stakeholder perspectives on e‐government namely the “government” and the “citizen” and identify areas where e‐government can provide returns.

Findings

The model delineates three government and five citizen areas where e‐government may create an impact. The three government areas are policy making, program administration, and compliance. The five citizen areas are financial, political, social, ideological, and stewardship. The impact in these areas is created because of two major value‐generating mechanisms: enhancements in efficiency and enhancements in effectiveness. Further, the impact is created at different levels of analyses: local, state, and central governments.

Originality/value

This viewpoint provides a timely discussion on returns from e‐government and provides a value framework for assessing these returns. It also provides several suggestions for future research in this area. This viewpoint is a call for systematic future research on the impact of e‐government.

Details

Transforming Government: People, Process and Policy, vol. 5 no. 2
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 28 June 2021

Abdullah Alkraiji and Nisreen Ameen

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality…

Abstract

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 31 May 2021

Jessy Nair and Mohith Kumar Jain

The purpose of this study is twofold: first, to develop a framework to implement electronic delivery systems for connecting federal government with rural citizens using…

Abstract

Purpose

The purpose of this study is twofold: first, to develop a framework to implement electronic delivery systems for connecting federal government with rural citizens using banking infrastructure as a reintermediation platform; and second, to understand the challenges faced by banks in reintermediation for financial inclusion (FI).

Design/methodology/approach

This exploratory research adopts case study method to gain insights of the challenges faced by banks in e-government services for FI. In-depth structured interviews are conducted with key respondents: branch managers heading banks in rural areas.

Findings

Preliminary results based on in-depth interviews with branch managers of banks suggest that banks leverage facilitators called Bank Mitras (BM) (friends from bank as per the local language) to disseminate services offered by the banks to rural customers at each village. However, a key challenge faced by banks is the increased dependency on bank employees to complete the process of e-government transactions by the beneficiaries because of trust factor.

Research limitations/implications

This exploratory research builds on the case study approach using in-depth interviews with the branch managers of five banks as key respondents to develop the preliminary research framework for FI.

Practical implications

Policymakers can design banking systems to enhance transparency by implementing technologies and decentralizing routine transactions to citizens by enhancing the role of facilitators (BM).

Social implications

FI aims to reach out and empower citizens with banking facilities for disbursing e-government services. This process needs to be refined for the rural population of India to understand and better use the e-government services and schemes.

Originality/value

Insights from in-depth interviews with key respondents of the banks were collated and augmented with literature to enhance the rigor of the exploratory research.

Details

Journal of Asia Business Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1558-7894

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Article
Publication date: 27 May 2021

Ben Krishna and Sebastian M.P.

This study aims to propose a model to examine the relationships between e-government development, cybersecurity commitment, business usage and economic prosperity of the country.

Abstract

Purpose

This study aims to propose a model to examine the relationships between e-government development, cybersecurity commitment, business usage and economic prosperity of the country.

Design/methodology/approach

Structural equation modeling was used to analyze the country-level variables to explain the second-order impact of e-government development through the mediating role of cybersecurity commitment.

Findings

Findings suggest that e-government development demonstrated a stronger association with cybersecurity commitment and business usage. There is preliminary evidence that the improvement of cybersecurity measures initiated by e-government development will drive business usage and improve macroeconomic conditions.

Research limitations/implications

This paper has constructed a theoretical model and validated it using publicly available archival data. Further, this study hypothesizes and demonstrates empirically the direct, as well as indirect relationships between e-government development, cybersecurity commitment, business usage and economic prosperity. To summarize, the study unearths the role of a nation’s cybersecurity commitment and how it is associated with other macro parameters in a country.

Originality/value

As an initial step, the present study highlights the pivotal role of e-government and its positive influence on cybersecurity commitment at the country level. Further, this study also recognizes the role of cyber commitment to boost information communication and technology usage in business, the use of e-government services for the profitability of the business and effectively influence economic prosperity.

Details

Information & Computer Security, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-4961

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Article
Publication date: 31 May 2021

Seda Yıldırım and Seda H. Bostancı

This study aims to explore the key factors in achieving an efficient e-government portal management system from a citizen perspective. Accordingly, this study focuses on…

Abstract

Purpose

This study aims to explore the key factors in achieving an efficient e-government portal management system from a citizen perspective. Accordingly, this study focuses on explaining how an e-government portal should manage its digital public services for citizens efficiently.

Design/methodology/approach

This study employs a qualitative research design. As a sample case, this study preferred to analyze the Turkish e-government portal. The data is based on available open access data and information from the Turkish e-government portal, which is called e-Government Gateway in practice. In addition, the data of TURKSTAT (Turkish Statistical Institute) were used to determine the general profile of citizens about Internet skills and usage. Then, the data is analyzed by descriptive content analysis.

Findings

As a result of descriptive findings, user type, digital platform options, security and access options, and digital public service classification are all found as important factors for providing a well-designed e-government portal system from a citizen perspective. Especially, citizens should be informed about using options and service categories and types to be accessed by the e-government portal. Social media tools are efficient factors when informing citizens about the e-government portal and communicating with them.

Research limitations/implications

This study provides an original model to explain how the Turkish e-government portal works from a citizen perspective. However, there are some limitations to the study. The findings and suggestions are based on the Turkish e-government portal and its digital public service management. Also, this study evaluates the efficiency of the e-government portal management from a citizen perspective. Future studies can investigate e-government portal management for different countries by different approaches or research designs.

Practical implications

Based on the Turkey case, it is determined that creating an e-government portal with having up-to-date public services, including both web-based and mobile-based platforms, will support the adoption and use of e-government portals.

Social implications

The digital transformation of government is almost the main issue for policymakers in the world. But, this transformation process has some risk factors as well as challenges. To overcome these challenges, policymakers should design flexible and adaptable digital portals and systems to provide easy-to-use and self-use options for the citizens.

Originality/value

This study reveals key factors for efficient e-government portal management by providing descriptive evidence from Turkey. The main contribution of this study is expected to give practical implications and to guide other countries about the adoption of efficient e-government portals by citizens.

Details

World Journal of Science, Technology and Sustainable Development, vol. 18 no. 3
Type: Research Article
ISSN: 2042-5945

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Article
Publication date: 4 February 2021

Anupriya Khan and Satish Krishnan

The purpose of this study is to develop an in-depth understanding of the overall process of facilitating co-creation of e-government services, focusing on the government's…

Abstract

Purpose

The purpose of this study is to develop an in-depth understanding of the overall process of facilitating co-creation of e-government services, focusing on the government's role in fostering citizen engagement.

Design/methodology/approach

This study conducted a meta-synthesis of qualitative case studies encompassing analyses on a case-specific level followed by syntheses on a cross-study level.

Findings

Through meta-synthesis, the study developed an integrated framework, the process theory view of enabling co-creation of e-government services, illustrating how co-creation could be initiated and facilitated by the government.

Research limitations/implications

By providing critical insights into co-creation steps, the process theory view offers a holistic theoretical understanding of enabling co-creation by identifying factors driving and motivating governments to initiate co-creation activities, interpreting the prerequisites for co-creation and the importance of impact assessment.

Practical implications

This study offers important implications for public authorities, administrators and policymakers by helping them enhance their knowledge base on the co-creation process to facilitate a higher level of collaboration between citizens and government for effective and efficient public service delivery through e-government.

Originality/value

While it is widely acknowledged that citizen engagement is crucial for improving and transforming the development and delivery of e-government services, it is equally recognized as a challenging and complex task. Through a meta-synthesis of qualitative case studies, this study is one of the first to develop a process theory view for offering a holistic understanding and crucial insights for addressing the concerns over the co-creation of e-government services.

Details

Internet Research, vol. 31 no. 4
Type: Research Article
ISSN: 1066-2243

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Book part
Publication date: 28 September 2015

Arief Rahman

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and…

Abstract

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and communication technology usage, which is known as digital divide, however has been identified as one of the major obstacles to the implementation of e-government system. As digital divide inhibits citizen’s acceptance to e-government, it should be overcome despite the lack of deep theoretical understanding on this issue. This research aimed to investigate the digital divide and its direct impact on e-government system success of local governments in Indonesia as well as indirect impact through the mediation role of trust. In order to get a comprehensive understanding of digital divide, this study introduced a new type of digital divide, the innovativeness divide.

The research problems were approached by applying two-stage sequential mixed method research approach comprising of both qualitative and quantitative studies. In the first phase, an initial research model was proposed based on a literature review. Semi-structured interview with 12 users of e-government systems was then conducted to explore and enhance this initial research model. Data collected in this phase were analyzed with a two-stage content analysis approach and the initial model was then amended based on the findings. As a result, a comprehensive research model with 16 hypotheses was proposed for examination in the second phase.

In the second phase, quantitative method was applied. A questionnaire was developed based on findings in the first phase. A pilot study was conducted to refine the questionnaire, which was then distributed in a national survey resulting in 237 useable responses. Data collected in this phase were analyzed using Partial Least Square based Structural Equation Modeling.

The results of quantitative analysis confirmed 13 hypotheses. All direct influences of the variables of digital divide on e-government system success were supported. The mediating effects of trust in e-government in the relationship between capability divide and e-government system success as well as in the relationship between innovativeness divide and e-government system success were supported, but was rejected in the relationship between access divide and e-government system success. Furthermore, the results supported the moderating effects of demographic variables of age, residential place, and education.

This research has both theoretical and practical contributions. The study contributes to the developments of literature on digital divide and e-government by providing a more comprehensive framework, and also to the implementation of e-government by local governments and the improvement of e-government Readiness Index of Indonesia.

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

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Book part
Publication date: 24 November 2010

Diane L. Velasquez

This chapter presents results of a survey conducted over the summer of 2009 to 1485 libraries that serve populations of 25,000–100,000 in the United States about Internet…

Abstract

This chapter presents results of a survey conducted over the summer of 2009 to 1485 libraries that serve populations of 25,000–100,000 in the United States about Internet connected public access computers and e-government. The methodology used was a mixed-methods questionnaire using 33 closed ended and three qualitative questions. The main finding was that public library staff do not have enough training in e-government and government documents to help patrons with their questions on these topics. Another aspect of the survey was to find out whether public libraries plan, fund, and allocate monies for computer hardware and software in their budgets.

The limitation of the research was the size of the libraries and the results can only be generalized to this group of libraries. There could be a bias by size of library and the way the questions were worded. The practical implications of the research indicate that future librarians in library and information science programs are unaware of the need to take either government information or e-government courses. Recent emerging roles for the public library includes being the freely available place to access e-government information in lieu of the actual federal, state, or local agencies.

Details

Advances in Librarianship
Type: Book
ISBN: 978-1-84950-979-4

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Book part
Publication date: 8 November 2004

Kuno Schedler and Bernhard Schmidt

The emergence of electronic government is reaching considerable proportions in the developed world. It would appear that this new reform is consigning everything that went…

Abstract

The emergence of electronic government is reaching considerable proportions in the developed world. It would appear that this new reform is consigning everything that went before it to the wastepaper basket of oblivion. This, however, primarily applies to the intensity of the discussions of and the publications about the issue. The concrete results of virtually all empirical studies available on the net show that practical development lags distinctly behind the possibilities of e-government that are being discussed and proclaimed. Kinder (2002) surveys “tele-democracy” (the term he uses for e-government, K. S.) in 31 European cities covering 14 states and shows that progressive city administrations in Europe are early adopters of tele-democracy with a diffusion rate of 72%. He admits, however, that the selection of the cities that were examined displays a considerable bias: it was conducted on the basis of assumed best practice. Moon (2002) looked into the rhetoric and reality of e-government at the municipal level in the United States and concludes that e-government has been adopted by many municipal governments, but remains at an early stage and has not yielded many of the expected outcomes that the rhetoric of e-government has promised.

Details

Strategies for Public Management Reform
Type: Book
ISBN: 978-1-84950-218-4

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Book part
Publication date: 1 January 2009

Soonhee Kim

Government service delivery is undergoing change as a result of innovations in information technology (IT). Scholars and practitioners have paid attention to…

Abstract

Government service delivery is undergoing change as a result of innovations in information technology (IT). Scholars and practitioners have paid attention to electronic-government (e-government) as a strategic tool for delivering services through the Internet and thus enhancing service quality, as well as streamlining internal operations (Council for Excellence in Government [CEG], 2000; Center for Technology in Government, 1999; Ho, 2002; Norris & Moon, 2005; West, 2004). Many local governments have also initiated e-government development and taken advantage of internet-based applications to facilitate community development and communication with constituents (Benjamin, 2001; Modesitt, 2002), as well as to provide online application services (Ho, 2002; Norris & Moon, 2005). E-government brings with it the potential for greater cost-efficiency, enhanced citizen involvement, improved service quality, and increased transparency. Although e-government has the potential to provide many benefits, little research has been conducted on e-government performance and the influence of public management on e-government performance in local government.

Details

The Many Faces of Public Management Reform in the Asia-Pacific Region
Type: Book
ISBN: 978-1-84950-640-3

1 – 10 of over 3000