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Article
Publication date: 15 February 2021

Sohail Raza Chohan, Guangwei Hu, Asad Ullah Khan, Ahmad Tisman Pasha and Muhammad Atif Sheikh

The purpose of this paper is to describe the application of design and behavior science collectively in refining the government to citizens’ (G2C) cognitive-communication…

Abstract

Purpose

The purpose of this paper is to describe the application of design and behavior science collectively in refining the government to citizens’ (G2C) cognitive-communication by using artificial intelligence (AI) artifacts. It investigates the citizens’ behavior intention to use AI cognitive-communication channels in e-government services.

Design/methodology/approach

This study reveals the potential of unification in design and behavior science paradigms when integrated into AI artifacts in measuring the constructive outcome of proposed architecture that embraces the perceived risk and trust in citizens’ usage behavior intentions. To evaluate the practical relevance of design science paradigm, action research was incorporated by developing an app as an exemplified scenario.

Findings

The weaknesses of traditional G2C channel communication obliterated by AI virtual agents. This study proposes a five-layer architecture model created with citizens-centered design highlighting the improved relevance for G2C cognitive-communication. The behavior model supports citizens’ usage behavior intentions through trust as a positive attribute and negative attribute as a perceived risk.

Research limitations/implications

This study contributes to the knowledge of design science paradigm particularly to AI-based cognitive G2C communication. The architecture serves for deploying virtual agents to automate the public officials for decision-making processes. The authors have constructed a cognitive-communication model and have examined the relationships among the extents of cognitive-communication model. This channel has the potential to significantly transform G2C cognitive and intelligent communication.

Practical implications

This cognitive-communication channel has the potential to significantly transform the communication between government and citizens. Such a model can be an interest of developers, researchers and government policymakers in a holistic approach drawn from theory and methods of both design and behavior science to create a successful communication scenario.

Social implications

Advances in technology are not without social implications. The study results can dramatically improve the efficiencies of government workplaces and can augment the human working. It will help to reduce the government services discriminations among the citizens and contribute to society through social inclusion.

Originality/value

This study addresses the duality in information system research by first defining the theoretical framework for G2C cognitive-communication architecture and then developing a research model drawn upon a citizens’ service usage behavioral theory. It will also contribute to providing important perceptions of AI practices in the public sector.

Details

Transforming Government: People, Process and Policy, vol. 15 no. 4
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 21 March 2016

Mohammad Anwer Anwer, Vatcharaporn Esichaikul, Mariam Rehman and Maria Anjum

The purpose of this paper is to analyze and evaluate the current status of e-government services in Afghanistan. To identify the evaluation criteria based on citizen…

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Abstract

Purpose

The purpose of this paper is to analyze and evaluate the current status of e-government services in Afghanistan. To identify the evaluation criteria based on citizen satisfaction from e-government services, the proposed government-to-citizen (G2C) evaluation model is considered in the context of Afghanistan.

Design/methodology/approach

A conceptual G2C evaluation model and e-government evaluation model are proposed. The criteria used for the G2C evaluation model is based on the demand and supply side, which have an immense effect on citizen satisfaction. The mixed research method (quantitative and qualitative) is used, and quantitative data analysis results are supported through qualitative data analysis.

Findings

The findings reveal that citizen satisfaction from e-government services in Afghanistan are affected by services availability on multiple channels, citizen-centric features, paralingual support, process performance, skills divide, awareness, information security and transaction security.

Research limitations/implications

Yet to be addressed, three criteria deemed as significant factors are recommended to be included in the model, namely, government readiness, system quality (usability, service quality and information quality) for supply side and social divide for demand side. These three criteria can help in proposing a successful G2C evaluation model. Additionally, the quantitative data used in this study were collected through paper-based questionnaires. Data collection through Internet can help to get responses from various parts of the country for future evaluation of G2C services.

Practical implications

The key findings of this study are vitally important for e-government strategies and policy makers to design and disseminate appropriate e-government services to Afghan citizens. The proposed evaluation model can also be used as a guideline for e-government development in Afghanistan.

Originality/value

A conceptual model for e-government services evaluation approach is proposed based on literature review. The proposed G2C evaluation model identifies and validates key factors and criteria in the context of Afghanistan.

Details

Transforming Government: People, Process and Policy, vol. 10 no. 1
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 17 October 2016

Yogesh K. Dwivedi, Ganesh P. Sahu, Nripendra P. Rana, Monika Singh and Rajesh K. Chandwani

Despite the increasing technological capabilities and its affordability, a significantly large proportion of developing nations’ population are still lacking resources to…

Abstract

Purpose

Despite the increasing technological capabilities and its affordability, a significantly large proportion of developing nations’ population are still lacking resources to own basic information and communication technologies such as computer and internet. This suggests that majority of the citizens from developing countries (e.g. India) are also not able to access and use emerging electronic government applications and services. This is leading to a further and bigger digital divide gap that already exists between rural and urban as well as economically less and more able population. To reduce the widening digital divide, India has innovated Common Services Centres (CSCs) as means to deliver public services electronically to citizens at the village level. This viewpoint paper aims to discuss some of the challenges and obstacles of such CSCs and to offer some recommendations for their effective implementations and sustainable operations.

Design/methodology/approach

This is a viewpoint paper that is based on authors’ awareness of the context as well as knowledge and issues relevant to the research topic. A number of appropriate and current citations have been utilised to illustrate the current state on the topic as well as to support authors’ arguments presented in this paper.

Findings

The paper identified a number of key issues relevant for effective implementation and sustainable operation of CSCs. The authors present their views and recommendations related to the following key issues: connectivity problems, lack of or delayed rollout of government to citizen (G2C) services, demotivated village-level entrepreneurs due to lack of G2C services, low computer literacy, lack of awareness about services and facilities, lack of adequate training and support, poor provisioning of an effective infrastructure, lack of support from the concerned government officials, inaccessible locations, burden of high investment, corruption at the government level, lack of skilled manpower to run the CSCs, lack of power supply, language barrier, lack of space, problem with maintenance and management of connectivity network and problem caused by the Naxalite and anarchist activity.

Originality/value

The discussion and recommendations presented in this paper would be valuable to various agencies (both from public and private sectors) as well as policymakers for effective implementation and long-term sustainability of CSCs. The approach discussed in this paper offers an effective way to diffuse e-government applications and services in other developing countries (particularly resource-constrained nations from African, Asian and Latin American regions).

Details

Transforming Government: People, Process and Policy, vol. 10 no. 4
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 8 January 2014

Gohar Feroz Khan, Ho Young Yoon, Jiyoung Kim and Han Woo Park

This study aims to explore Twitter use by Korea's central government by classifying the government's Twitter-based networking strategies into government-to-citizen (G2C

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Abstract

Purpose

This study aims to explore Twitter use by Korea's central government by classifying the government's Twitter-based networking strategies into government-to-citizen (G2C) and government-to-government (G2G) strategies.

Design/methodology/approach

The study investigates the nature of social media interactions and networking strategies in the Korean government by extracting tweets, follower/following relationships, and hyperlinks for 32 ministries. Network patterns and networking strategies are reviewed through descriptive statistical analysis and social network analysis to map the government's Twitter activity.

Findings

The results indicate that the government's direct networking strategy targeting citizens does not necessarily motivate their participation in the government's social media activities but that it plays an instrumental role in reinforcing G2G relationships.

Originality/value

This study investigates the social media use patterns (e.g. network properties and co-link analyses) and strategies (e.g. the reciprocity of relationships and content-push strategies) in the context of G2C and G2G relationships in Korea's public sector.

Details

Online Information Review, vol. 38 no. 1
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 16 March 2012

Antonio Candiello, Andrea Albarelli and Agostino Cortesi

The purpose of this paper is to introduce a layered, comprehensive model of quality of service (QoS) for local eGovernment, and discuss its feasibility on a regional…

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Abstract

Purpose

The purpose of this paper is to introduce a layered, comprehensive model of quality of service (QoS) for local eGovernment, and discuss its feasibility on a regional eGovernment case study. The eGovernment online services are becoming a key infrastructure for advanced countries. They allow significant efficiency gains in different sectors of society, offering benefits for individual citizens and for the community as a whole. The deployment of online services alone is not sufficient in order to qualify an eGovernment strategy. The intrinsic and perceived quality of services offered, as well as the actual impact of new functionalities, should be properly measured and taken into account.

Design/methodology/approach

This paper presents an applied research study for a quality‐focused evolution of a service‐oriented architecture for local eGovernment portals. This investigation was based on three main layers: the perceived quality and effective impact of services (G2C layer), the effectiveness of the deployed processes (WFM layer) and finally, the system‐level efficiency (G2G layer).

Findings

The measurement of quality with respect to eGovernment services is a complex task which requires appropriate tools to tackle the different aspects of the problem. Specifically, active and passive tools (respectively surveys and usage analysis) should be used to evaluate the quality perceived by the users as well as the utility of the service itself. The efficiency of the back office workflow must be estimated measuring statistical and dynamical indicators. Finally, technical measures should be used to monitor the responsiveness and scalability of software implementations and deployment systems.

Social implications

A better knowledge regarding (e‐)Government service delivery processes, their QoS and their impact on the society can empower both citizens and local administrators, and can help them to better improve the effectiveness of local government.

Originality/value

The multi‐layered quality measurement architecture proposed in this paper offers local governments the capability to systematically monitor and analyse the quality of their online services. The business process management technologies allow citizens to get a better knowledge of the service delivery processes; the QoS measurements allow to improve control on them; and the eGovernment Intelligence model allows to better quantify their actual social impact.

Details

Transforming Government: People, Process and Policy, vol. 6 no. 1
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 2 August 2011

Ramlah Hussein, Norshidah Mohamed, Abd Rahman Ahlan and Murni Mahmud

The purpose of this paper is to investigate the factors influencing citizens’ intention to use e‐filing in the Malaysian context.

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Abstract

Purpose

The purpose of this paper is to investigate the factors influencing citizens’ intention to use e‐filing in the Malaysian context.

Design/methodology/approach

The study used quantitative approach methodology. In total, 500 self‐administered questionnaires were distributed and 411 were found usable for data analysis; 14 hypotheses were formulated and tested.

Findings

Perceived ease of use and perceived usefulness, trust of the government, image, compatibility and service quality are found to be significant predictors of citizens’ intention to use e‐filing.

Originality/value

An integrated research model of online tax adoption was developed by integrating the technology acceptance model (TAM), diffusion of innovation (DOI), perceived characteristics of innovating (PCI), web trust and perceived risk, web service quality, and political self‐efficacy dimensions.

Details

Transforming Government: People, Process and Policy, vol. 5 no. 3
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 9 October 2009

İrfan Emrah Kanat and Sevgi Özkan

The purpose of this paper is to demonstrate the importance of undertaking a systemic view of evaluating the success of government to citizen (G2C) services and identifying…

1694

Abstract

Purpose

The purpose of this paper is to demonstrate the importance of undertaking a systemic view of evaluating the success of government to citizen (G2C) services and identifying the salient factors related with citizens' low adoption of G2C services.

Design/methodology/approach

The paper adopts a quantitative case perspective and derives a conceptual research model that encompasses various dimensions of e‐government that relate to citizen adoption behaviour within the framework of theory of planned behaviour (TPB). The model is empirically tested for validity and reliability.

Findings

Quantitative findings have been presented, which will be valuable for academics and practitioners doing research in identifying factors for e‐government adoption.

Research limitations/implications

Further research efforts should explore new dimensions or test the causal relationships among proposed factors within the boundary of e‐government. In that, the paper is limited contextually where attention should be made not to generalise the findings beyond the empirical findings within the case analysis.

Practical implications

The paper supports a practitioner perspective through a consideration of a holistic approach to e‐government adoption that relate to citizen adoption behaviour. e‐Government system developers may find the findings useful when designing and implementing an e‐government system.

Originality/value

The paper is original and is the first phase of a research study. It provides an innovative approach to e‐government adoption based on TPB.

Details

Transforming Government: People, Process and Policy, vol. 3 no. 4
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 26 July 2013

Amritesh, Subhas C. Misra and Jayanta Chatterjee

The article aims to identify the possibility of contextual shift in traditional notions of e‐government service environment. The authors propose the existence of a new…

Abstract

Purpose

The article aims to identify the possibility of contextual shift in traditional notions of e‐government service environment. The authors propose the existence of a new institutional entity as core service providers in addition to the government (G) and citizens (C) in the existing G2C e‐government service environments. Considering the nature of actors involved, the authors position the new e‐government environment under “credence based” service setting that emphasizes user's perspective. The work expands the scope of e‐government to accommodate a much broader range of similar services.

Design/methodology/approach

Scenario study has been chosen to understand the proposed contextual shift in traditional e‐government service setting. Study of one of the e‐government practices – “e‐counseling in India” – has been illustrated to advocate the authors' viewpoint. The data is collected from authorized government websites in India that offer e‐counseling services. In addition, 15 in‐depth interviews were also performed with government officials and users to have a deeper understanding about the new service setting.

Findings

The study has revealed and defended the authors' proposition on “contextual shift” and validated the existence of “credence based” setting in e‐government service environments. Moreover, it provides preliminary insights about why and how information quality can be a critical element for the aforesaid setting.

Practical implications

Identification of “credence based” e‐government service environments may require a different design strategy for structures, policies, systems, and services to fulfil the user expectations.

Originality/value

Attention is given to developing credence based context for G2C e‐government environments. This “contextual shift” identified in this paper contributes to the existing stream of research that emphasizes user's perspective in e‐government services.

Details

Transforming Government: People, Process and Policy, vol. 7 no. 3
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 1 October 2005

Lourdes Torres, Vicente Pina and Sonia Royo

The objective of this paper is to study the development of e‐government initiatives at the regional and local level in the EU through the opinion of those agents directly…

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Abstract

Purpose

The objective of this paper is to study the development of e‐government initiatives at the regional and local level in the EU through the opinion of those agents directly involved in the projects.

Design/methodology/approach

The authors wrote a questionnaire that was sent to the regions and the largest cities of EU countries, in order to find out their degree of involvement in e‐government initiatives. Responses were received from 47 regional and local governments.

Findings

At present, most regional and local governments have a web site, although in most cases it is little more than a governmental billboard. E‐government is not likely to remodel governance in the short term, since democracy initiatives are not on the present agenda of most EU countries. The survey findings show that e‐government initiatives are still predominantly non‐interactive and non‐deliberative. They tend to reflect present service delivery patterns, not transform them.

Research limitations/implications

The construction and management of web sites is becoming an essential element of modern public administration, but little is known about how these initiatives are being implemented. Given the substantial investment in time and other resources for governmental online initiatives, it is essential to begin to evaluate governmental web site initiatives in terms of quality and effectiveness.

Originality/value

This work is of value as, to date, there are very few studies that benchmark local government web sites across the EU.

Details

Online Information Review, vol. 29 no. 5
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 29 July 2014

Amritesh, Subhas C. Misra and Jayanta Chatterjee

The purpose of this paper is to acknowledge the potential complexities in conventional notions of e-government service environments, which have earlier been conceptualized…

Abstract

Purpose

The purpose of this paper is to acknowledge the potential complexities in conventional notions of e-government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as businesses, citizens, etc. are the service recipients. In this regard, the authors extend their attention to a core service context and identify the existence of “credence-based” service setting that may involve more than two parties such as government, citizens, and third-party institutions (TPIs).

Design/methodology/approach

An in-depth literature review is performed to build a conceptual foundation for the proposed service environment. A case of an Indian context is exemplified to understand the credence-based service setting and advocate the suitability of broader dimensions of service quality assessment, and propose a preliminary model of service quality assessment in the given context. The case study approach is adopted for gathering and analyzing the data. The data are collected from government web sites, semi-structured interviews with government officials, and students.

Findings

The paper finds that the existence of TPIs changes the nature of normal government to citizen (G2C) service interaction. Service quality conceptualization for this particular kind of e-government setting is bi-dimensional in nature which involves two separate but interdependent constructs quality of information, and quality of service Interaction that collectively contributes to service quality and empowerment of the recipients.

Originality/value

The present work attempts to differentiate the service context of credence-based e-government setting with the traditional conceptualizations of e-government service environments.

Details

International Journal of Quality & Reliability Management, vol. 31 no. 7
Type: Research Article
ISSN: 0265-671X

Keywords

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