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This paper aims to provide details of a study on the widely shared definition of e‐government and to help scholars – especially young scholars – to understand the scope and meaning of the field.

From 1998‐2007, a ten‐year time‐span, 632 articles from the three world‐leading academic databases, including Wiley InterScience, Elsevier ScienceDirect, and SCI Expanded, were retrieved and 324 were analyzed using CATA software (Concordance 3.20), to identify the vocabulary that was used frequently by e‐government scholars. Then the distinct vocabulary was used to construct the widely shared definition of e‐government.

In those 324 articles, 57 words generated from the text analysis formed the basis for imputing a widely shared definition of the field of e‐government. The definition was conceptualized by six elements.

Two limitations of the pool of articles selected may be noted. First, articles were drawn from three leading academic databases in an effort to distinguish e‐government from other fields; but such an approach omitted any consideration of how e‐government definitions varied from different academic fields. Second, because the pool of articles was drawn only from these three, journals excluded by these databases were thus omitted.

The study is unique in that it discusses the definition of e‐government by an exploratory approach. The universal shared definition extracted could serve as either a screen or a magnet for future research. And the methodology could be applied to several academic fields, including administration and management, library and information science, e‐records management, computer science, etc.

This study aims to fulfill the research gap by suggesting an appropriate and adaptable e-government (e-gov) maturity model for Pakistan not just in the abstract pattern relatively but also in a practical solution assured by the industry experts.

The qualitative research approach using key informants from the public sector domain; furthermore, e-gov performance artifacts were verified by the citizens through the process of focus group interviews.

The major finding of the study is the development of e-gov maturity model with implementations artifacts in proposed stages as follows: availability, interaction, integration, transactions and public participation.

This study contributes a qualitative meta-synthesis in the field of e-gov maturity models and could support researchers who are in a quest of knowledge and references to develop new maturity models for their specific countries by providing them with useful resources for further investigation and study.

This maturity model will strengthen the argument that the e-gov services are necessary for the acceptance behaviour of the citizens and the prosperous public administration by the Government in Pakistan. This research strengthens the science-policy interface that has prevented governments from delivering changes on the ground to the public, and it will also identify diversified opportunities for the e-gov sector that can reverse the lack of investment in this domain.

The study intends to provide directions to policymakers for the development of e-gov services for the citizens. Additionally, the public value of e-gov can be better understood in the form of citizens’ expectations from the government and this model will integrate public participation in the development of e-gov service.

The public value of e-gov can be better understood in the form citizens’ expectations from the government through this maturity model, furthermore, it can be recommended that the government can improve the relationship between the citizens and the state through the use of information and communication technologies which will strengthen the democratic process in Pakistan.

In this study, a novel framework was proposed to assess the trust in e-government (e-Gov) services under an uncertain environment. The proposed framework was applied in Iranian municipality websites of e-Gov services to evaluate the readiness score of trust in e-Gov services.

A unique hybrid research methodology was proposed. In the first phase, a comprehensive set of indices were determined from an extensive literature review and finalized by employing the fuzzy Delphi method. In the second phase, interval-valued intuitionistic fuzzy set (IVIFS) -was utilized to model the problem's uncertainty with analytic called IVIFS- hierarchy process (AHP) to determine the importance of indices and indicators by assigning the weights. In the third phase, the fuzzy evaluation method (FEM) is followed for assessing the readiness score of indices in case studies.

The findings indicated that “Trust in government” is the most significant index affecting citizen's trust in e-Gov services while “Maintenance and support” has the least impact on user's intention to use e–Gov services.

The study contributes by introducing a unique research methodology that integrates three phases, including fuzzy Delphi, IVIFS AHP and fuzzy evaluation method. Moreover, the fuzzy sets theory helps to reach a more accurate result by modeling the inherent ambiguity of indicators and indices. Interval-valued intuitionistic fuzzy models the ambiguity of experts' judgments in an interval.

The study helps policy makers to monitor wider aspects of trust in e-Gov services as well as understanding their importance. The study enables policy makers to apply the framework to any potential case studies to evaluate the readiness score of indices and recognizing strengths and weakness of trust dimensions as well as recommending advice for improving the situation.

The study is one of the few to indicate significant indices of trust in e-Gov services in developing countries. The study shows the importance of indicators and indices by assigning a weight. Additionally, the framework can assess the readiness score of various case studies.

The purpose of this paper is to understand why, and under which circumstances, enterprise architecture (EA) planning adoption improves information systems (IS) planning and supports administrative transformation in government.

About 12 cases in the USA were approached with a preliminary theoretical framework derived from the extant literature. Theory building had affinities with grounded‐theory approaches and came out of numerous iterations between the “deep cases” and the extant theory.

Three adoption patterns illustrate that the adoption of a new IS planning innovation does not create administrative or political transformation in itself. Compliance and imitation primarily drives the adoption process, while fundamental transformation to the tasks performed in government is only achieved if the institutional force at the micro‐and macro‐level promotes transformation.

The neoinstitutional perspective proposed can be of value to other IS researchers as a basis for empirical work in other situations; the implications of the case study can be taken as starting point for further research into the important topic of IS‐based administrative transformation.

The research illustrate that EA adoption is an emergent, evolving, embedded, fragmented, and provisional social production that is shaped as much by cultural and structural forces in the organizational context in which they are implemented as rational technical and economic ones. The findings helps public organizations better understand and manage the adoption of new IS planning innovations.

In the IS literature, very few have recognized the contribution of “new” institutional theory. Thus, this paper helps us understand how administrative and political transformation is adopted in government from a new perspective.

The purpose of this paper is to analyse and understand the contemporary management of electronic identification (e-ID) development to: identify and formulate challenges and reflect upon the use of a combination of perspectives. To generate knowledge on this issue, we investigate e-ID development in Sweden from: an e-government systems development lifecycle perspective and a project challenge and critical success factor (CSF) perspective.

This is a qualitative case study covering an analysis of the three years in a larger project focusing e-ID in a public e-service setting. Empirical sources have been face-to-face interviews; official documents and different kind of forums for presentations and discussions in, for example, hearings arranged by authorities; meetings with the coordinating agency, and practitioners’ networks events.

This study concludes that there are significant challenges involved in managing e-ID development because of its contextual and integrated character. Challenges involve the organization and management of the program and can be traced back to e-government, general project management literature and theory on path dependency. Based on this study, we can question, e.g. governance models, centralization and a narrow focus on the technical artefact. Our study is also an illustration of a possible way to analyse e-ID within an e-government initiative.

The present study shows that an e-ID can be considered as a back office-enabler for launching e-services, but also highlights the need for management of the artefact as an integral part of e-service development because it is intertwined with the use of e-services from a user perspective. This aspect together with the insights related to challenges and success factors including path dependency provides implications for future practice of e-ID management and development in particular and information systems artefact development in general.

This paper addresses challenges related to the development of e-ID in a public e-service setting. Few studies have theoretically combined a lifecycle perspective on challenges and success factors related to e-ID development while also focusing different dimensions of path dependency as an example of a challenging area within a program frame. Studying e-ID as a contemporary phenomenon from a contextual perspective in line with sociomaterial thinking – with a focus on the interplay between technology and people –can also help us to understand and discuss artefact development in general.

The purpose of this study is to understand and interpret the fundamental meanings attached to consumer behavior through m-Government (m-Gov) experience and to derive insights. The study explores the extent to which the emergence of m-Gov is able to change citizens established behavior of accessing government services primarily focusing on experience as an important driver.

The study used qualitative methods, and data were collected using semi-structured interviews of m-Gov users. Participants were identified through purposive sampling. Themes are identified from the collected data using thematic analysis.

The study reveals that m-Gov experience is highly satisfying since it meets citizens' expectations. The findings highlight that in many aspects, m-Gov services provide improved experiences compared to the traditional government and conventional e-Government (e-Gov) services (accessing public services from computers and laptop). The study also reveals a few negative experiences with m-Gov services, like limitations in the use of mobile devices due to their small screen size and high memory consumption, etc.

The qualitative method used in this study focuses clearly on unearthing depth and richness of understanding rather than the breadth of generalization. The sample size is apt for drawing reasonable conclusions. Scholars and information systems researchers may use some insights for future research.

m-Gov services in a developing economy like India is a new and emerging area for managers. The findings about the elements of m-Gov experience and how the experience influences citizens' acceptance decisions will benefit managers and policymakers in implementing m-Gov services or projects.

This study is one of the early attempts to explore the m-Gov experience. The research is important as experience affects users' attitude, a precursor to behavioral intention, which in turn, influences their behavior.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2020-0482

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.

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.

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.

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.

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.

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.

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.

The purpose of this study is to present a system called NEBULOSUS, which is a fuzzy rule-based expert system for assessing the maturity level of an agency regarding technical interoperability.

The study introduces the use of artificial intelligence and fuzzy logic to deal with the imprecision and uncertainty present in the assessment process. To validate the system proposed and demonstrate its operation, the study takes into account the Brazilian technical interoperability maturity model, based on the Brazilian Government Interoperability Framework (GIF).

With the system proposed and its methodology, it could be possible to increase the assessment process to management level and to provide decision-making support without worrying about technical details that make it complex and time-consuming. Moreover, NEBULOSUS is a standalone system that offers an easy-to-use, open and flexible structuring database that can be adapted by governments throughout the world. It will serve as a tool and contribute to governments’ expectations for continuous improvement of their technologies.

This study contributes toward filling a gap in general interoperability architectures, which is a means to provide an objective method to evaluate GIF adherence by governments. The proposed system allows governments to configure their technical models and GIF to assess information and communication technology resources.

The purpose of this paper is to empirically examine the performance of the alternative IS/IT adoption models used more frequently in the citizen centric adoption of e‐government systems. Such analysis will not only provide a trend about the models and subsequent constructs being utilized in this area of research but also guides us toward laying a foundation for the formulation of an alternative integrated model for citizen centric adoption of e‐government services.

The relevant secondary data from 87 research studies on citizen centric e‐government services were analysed to examine the performance of some of the most frequently used alternative models (e.g. technology acceptance model (TAM), diffusion of innovation|innovation diffusion theory (DOI|IDT), DeLone and McLean IS success model, unified theory of acceptance and use of technology (UTAUT), and theory of planned behaviour (TPB)) of IS/IT adoption in this area of research.

The findings of this research indicate that TAM is by far the best suited model for analysing citizen centric adoption of e‐government services. It was also found that although diffusion of innovation|innovation diffusion theory (DOI|IDT) is the second highly used model, only three of its constructs (i.e. compatibility, complexity, and relative advantage) were in use across various studies. Moreover, it was visualised that constructs such as triability and observability were never used in the e‐government context. Similarly, the constructs from TPB have not been used up to the presence of the model across various studies. All the constructs (i.e. performance expectancy, effort expectancy, and social influence) of the UTAUT model, except facilitating conditions, have been used quite regularly.

This research evaluates the various IS/IT adoption research models being used in e‐government adoption only on the basis of their performances across the existing research studies. The evaluation of the performance of such models may not reflect their true picture only through meta‐analysis.

This paper presents a comprehensive meta‐analysis of some of the most frequently used IS/IT adoption models in the context of e‐government adoption research. Such analysis would help us picking up the most appropriate models and/or their constructs for developing an alternative model for our research.

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.

A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.

The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.

The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.

The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.