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Article
Publication date: 1 June 2007

Steve Jones, Ray Hackney and Zahir Irani

To make observations of the need for a radical change in the way that public services are delivered, based upon compelling UK evidence.

1528

Abstract

Purpose

To make observations of the need for a radical change in the way that public services are delivered, based upon compelling UK evidence.

Design/methodology/approach

The “research note” draws on the normative literature and current practice to identify contemporary ideas for e‐government citizen engagement initiatives.

Findings

E‐government within the next few years will transform both the way in which public services are delivered and the fundamental relationship between government, the community and citizens.

Research limitations/implications

The evidence from the outline research requires significant empirical data to determine the nature of local government perceptions of the approach.

Practical implications

One key area is that of engaging citizens to enable them to articulate their views to influence the development of e‐government systems and to gauge their perception of the usefulness of e‐government implementations.

Originality/value

The paper proposes the type of practitioner action and academic research activity needed to capture citizen perspectives to develop concepts that will improve the delivery and deployment of e‐government through citizen engagement.

Details

Transforming Government: People, Process and Policy, vol. 1 no. 2
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 13 March 2024

Abdulrazaq Kayode AbdulKareem and Kazeem Adebayo Oladimeji

This study aims to examine the role of trust and digital literacy in influencing citizens’ adoption of e-government services.

Abstract

Purpose

This study aims to examine the role of trust and digital literacy in influencing citizens’ adoption of e-government services.

Design/methodology/approach

Grounded in the technology acceptance model (TAM), a research model was developed focusing on e-filing services adoption. Hypotheses were formulated to assess the moderating effect of digital literacy on the relationship between trust and the key TAM determinants of perceived usefulness and perceived ease of use. A questionnaire-based survey of 876 citizens who have used e-filing using the snow-ball sampling technique was adopted to generate data. The data was analyzed using PLS-SEM through the aid of SmartPLS 4 to assess the measurement model and structural relationships.

Findings

Trust positively influences perceived usefulness and ease of use, which in turn drive adoption. Additionally, digital literacy significantly moderates the impact of trust on usefulness and ease of use perceptions – the effect is stronger for higher digital literacy.

Research limitations/implications

The study adopted a single country developing economy context limiting cross-cultural applicability. Second, the focus on e-filing adoption precludes insights across other e-government services. Third, the reliance on perceptual measures risks respondent biases and fourth, the study is a cross-sectional survey design.

Practical implications

The findings emphasize multifaceted strategies to accelerate e-government adoption. Nurturing citizen trust in e-government systems through enhanced reliability, security and transparency remains vital. Simultaneously, initiatives to cultivate digital access, skills and proficiencies across population segments need to be undertaken.

Originality/value

This study integrates trust and digital literacy within the theoretical model to provide a more holistic understanding of adoption determinants. It highlights the need for balanced technology-enabled and social interventions to foster acceptance of e-government services.

Details

Transforming Government: People, Process and Policy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6166

Keywords

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 information 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

Keywords

Article
Publication date: 21 August 2017

Meiaad Rashed Saadi, Syed Zamberi Ahmad and Matloub Hussain

The identification of key criteria that influence citizens’ preferences for using m-government services, prioritization of these criteria and making them consistent with the…

Abstract

Purpose

The identification of key criteria that influence citizens’ preferences for using m-government services, prioritization of these criteria and making them consistent with the development of m-government services can improve the relationship of the government with citizens and vice versa. The purpose of this study is to investigate and prioritize the criteria that influence the usage of m-government services in the United Arab Emirates (UAE), using the technology acceptance model (TAM) and diffusion of innovation (DOI) theory, along with external variables of perceived security and perceived privacy.

Design/methodology/approach

A quantitative approach has been applied using a questionnaire with a nine-point scale for collecting data. The analytic hierarchy process (AHP) approach has been deployed to structure and prioritize citizens’ preferences and select users of the Ministry of Interior (MOI) application.

Findings

The results of the data analysis showed that the first criteria, which refer to the intention to use m-government services, were ease of use and perceived security and were given the highest priority, and the criterion of observability was given the lowest priority.

Originality/value

This study integrates the DOI and TAM theories with other external variables such as perceived security and perceived privacy to develop a conceptual framework. AHP has been used to structure and prioritize the main criteria and sub-criteria of m-government services. The results can assist the m-government decision-makers and software developers in focusing on the criteria that should be considered for the development of m-government services.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 3
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 15 May 2017

Ali Saif Al-Aufi, Ibrahim Al-Harthi, Yousuf AlHinai, Zahran Al-Salti and Ali Al-Badi

This paper aims to investigate the perceptions of Omani citizens toward the use of social media by the government for participatory and interactive relationships. More precisely…

1267

Abstract

Purpose

This paper aims to investigate the perceptions of Omani citizens toward the use of social media by the government for participatory and interactive relationships. More precisely, the descriptive nature of the study resides in its ability to explain how social media users regard the current status and levels of presence, transparency, engagement, responsiveness and trust about the current use of social media by the Omani Government.

Design/methodology/approach

A quantitative approach was used to collect data. This was done via a self-administered questionnaire from a return sample of 1,769 citizens drawn from different places in Oman. These citizens were considered as well-informed and regular active users of social media. The reviewed literature provided a basis for the construct of the questionnaire.

Findings

The overall results indicated modest levels of agreement in all of the investigated factors. The neutral findings suggest that there is a level of uncertainty among the respondents regarding how the government is determining the potential of social media for participatory and interactive relationships. Findings in this study advocate the outcomes of the recent Arab Social Media Report, plus the few relevant studies included in the literature, which nearly stated that although there is a growing use of social media among citizens, governments are failing to take full advantage of social media. Governments are also failing to engage citizens to design and deliver more efficient and collaborative services, per this study’s findings.

Practical/implications

The findings call for the importance of strategically framing the use of participatory social media by the government. In a broader sense, the findings of this study are beneficial to all contexts that share similar political and socio-economic philosophy, especially the Arab states and most of the developing countries. The findings provide insights for governments in need of developing social media strategies to promote more collaborative and interactive governance.

Originality/value

The study aids in understanding the views of citizens who are the current major players in a highly technology-driven environment. This environment is found to be transforming the relationship between citizens and governments. The study adds knowledge to the currently scarce body of literature dealing with issues pertaining to citizengovernment relationships in social media in the Arab states, and similar contexts in developing countries. Its findings may provide valuable insights for policy makers to leverage collaborative relationships between governments and citizens.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 2
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 13 April 2012

Debjani Bhattacharya, Umesh Gulla and M.P. Gupta

E‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous…

3707

Abstract

Purpose

E‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e‐service quality of web‐based services used in government. This study is conducted to propose a multi item scale for assessing the e‐service quality of government portals involving transactions.

Design/methodology/approach

Factors influencing the e‐service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e‐government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e‐services.

Findings

Seven constructs – i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information – were identified from the analyses, which can be used to assess the demand side service quality of government portals.

Practical implications

Despite a well‐structured, national‐level plan on e‐government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology‐enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e‐government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice.

Originality/value

The paper is original and a research study. It provides an understanding of citizens' perceived quality of e‐services and adoption behavior within the framework of the web‐based environment of government services.

Details

Journal of Enterprise Information Management, vol. 25 no. 3
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 5 October 2015

Kanda Sorn-in, Kulthida Tuamsuk and Wasu Chaopanon

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

1267

Abstract

Purpose

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

Design/methodology/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.

Findings

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.

Research limitations/implications

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

Practical implications

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.

Social implications

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.

Originality/value

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.

Details

Journal of Science & Technology Policy Management, vol. 6 no. 3
Type: Research Article
ISSN: 2053-4620

Keywords

Article
Publication date: 22 October 2018

Md Nahin Hossain, Md Shamim Talukder, Md Rakibul Hoque and Yukun Bao

The purpose of this paper is to measure the impact of open government data (OGD) on citizen empowerment.

Abstract

Purpose

The purpose of this paper is to measure the impact of open government data (OGD) on citizen empowerment.

Design/methodology/approach

This study advances the body of knowledge on OGD by proposing an integrated research model based on transparency, accountability, participation and collaboration dimensions. The research model was empirically tested using 275 responses using the on-paper survey from the university students and professionals in Bangladesh. Data were analyzed using the structured equation modeling technique.

Findings

Findings revealed that transparency and participation have a positive and significant direct and indirect influence on citizen empowerment through accountability and collaboration. Overall, the four basic pillars of OGD such as transparency, participation, accountability and collaboration interrelated with each other and have the impact on citizen empowerment.

Research limitations/implications

This study has proposed an instrument that sums the dimensions of open government, which avoids tautology and redundancy among OGD dimensions. More research should be done to validate the proposed model and the instruments used in this study.

Practical implications

For the researchers, this study provides a basis for further refinement of individual models of empowerment. For practitioners, understanding the key constructs is crucial to design, refine and implement OGD systems and applications that empower citizens, create public values and strengthen the democratic process.

Originality/value

This research is the first step that empirically investigates the impact of OGD on citizen empowerment which is the ultimate goals of any democratic government.

Details

foresight, vol. 20 no. 6
Type: Research Article
ISSN: 1463-6689

Keywords

Article
Publication date: 17 March 2020

Christopher Reddick, Yueping Zheng and Bruce Perlman

This paper aims to examine the influence of user characteristics on preference for government service delivery channels. Preferences are understood as citizen use of and…

Abstract

Purpose

This paper aims to examine the influence of user characteristics on preference for government service delivery channels. Preferences are understood as citizen use of and satisfaction with digital and traditional government contact modalities. User characteristics are represented by three constructs encapsulating the key elements of citizen features and attitudes.

Design/methodology/approach

The constructs are tested on data from a survey of 30 cities in China, resulting in 3,000 respondents, which asked questions on respondents’ use of and satisfaction with traditional modes (hotlines and service center channels) and digital modes (e-government and m-government channels) as well as respondents’ sociodemographics, technological capacity and view of government.

Findings

The results showed two important findings. First, service channel use was related to the first and second constructs (sociodemographics and technological capacity). Second, service channel satisfaction showed strong evidence of relation to the third construct, view of government.

Research limitations/implications

The results of this study make an empirical contribution to understanding the features of citizens that influence channel choice for public service contacts.

Originality/value

This study contributes to the understanding of channel choice in three areas. First, it is an empirical study using survey data and so adds to a largely case-based and conceptual literature. Second, by looking at the impact of citizen attitudes about government and not just their sociodemographic features. Third, by examining channel choice in the context of a fast-developing country like China.

Details

Transforming Government: People, Process and Policy, vol. 14 no. 1
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 23 March 2010

Faris Al‐Sobhi, Vishanth Weerakkody and Muhammad Mustafa Kamal

The purpose of this paper is to investigate the role of the intermediary in delivering public services from government departments to different stakeholders (business and citizens

1309

Abstract

Purpose

The purpose of this paper is to investigate the role of the intermediary in delivering public services from government departments to different stakeholders (business and citizens) and to highlight the challenges that face the development of e‐government services in the context of Madinah City, in Saudi Arabia.

Design/methodology/approach

The paper uses a broad literature review to identify significant factors that contribute to e‐government adoption and diffusion success. These factors are then used as a basis for analyzing the findings from a case study that focuses on the concept of intermediaries for e‐government service delivery in Saudi Arabia. To investigate a less‐recognized phenomenon, such as the use of intermediaries in e‐government contexts, the authors adopt a qualitative case study approach to gain further understating. This method allowed examining the phenomenon in its natural settings through employing multiple methods of data collection. Further, it gave the researchers enough room to get a closer look at the reasons behind introducing the intermediary concept in the e‐government context and provided considerable flexibility during interviews and observations.

Findings

The results of this paper indicate that digital divide and poor infrastructure to conduct payments (secure transactions) for e‐government services was hindering citizens' adoption of e‐services in Saudi Arabia. Thus, the intermediary concept was facilitating citizens' access to e‐government services and helping to reduce the digital divide in Saudi Arabia. The findings also show that intermediaries helped in increasing the availability of e‐government services. Additionally, this paper finds that trust between the service provider (government) and service requester (citizens and businesses) is an important factor that influences not only e‐government adoption and diffusion, but also the role of electronic intermediary (e‐offices) in facilitating this adoption.

Originality/value

The authors take into account the most salient adoption factors when introducing e‐government systems. Electronic intermediaries may help to enhance the understating and analysis of those adoption factors in government settings and facilitate government departments in realizing the importance of intermediaries' role in e‐government contexts. Furthermore, this paper significantly contributes to the knowledge and practice of e‐government adoption and diffusion and provides sufficient support to decision makers in expediting e‐government adoption and diffusion.

Details

Transforming Government: People, Process and Policy, vol. 4 no. 1
Type: Research Article
ISSN: 1750-6166

Keywords

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