Abstract
The information and hyper-connectivity revolutions have caused significant disruptions in citizens’ interactions with governments all over the world. Failures in implementing e-government interventions suggest the lack of an integrated approach in understanding e-government as a discipline. In this study, we present an overarching and integrated conceptual framework of e-government grounded in robust qualitative research to describe the factors that must be integrated to implement e-government successfully. Drawing insights from 168 in-depth interviews conducted with multiple stakeholders in India, this study defines e-government as a multidimensional construct with customer orientation, channel orientation and technology orientation as its antecedents. Building on customer orientation and relationship marketing theories, this study proposes that the most significant factor impacting success in implementing e-government projects is citizen orientation, followed by channel orientation and technology orientation. The study also identifies the digital divide, economic growth and political stability as moderators of e-government. Furthermore, the study proposes the tangible and intangible outcomes of e-government with perceived privacy and shared understanding as moderating conditions. Finally, the study presents relevant theoretical and practical implications with future research directions.
Highlights
Electronic government refers to the use of infor mation and communication technology (ICT) applications to deliver various government services
This study presents a review of the e-government literature and re ports various dimensions of e-government discussed in previous studies ranging from the domains of computer science, public administration, marketing and technology adoption
The ability to use technology and the perceived value of the services from the perspective of citizens Outlining the distinctness of a society’s guiding forces, which regulate the behaviour of its members Collaborating with citizens and/or representatives of society to co-create value through continuous rounds of interactions and feedback Agreement between government and intermediaries supporting e-government functions to work towards a common goal while protecting mutual interests Safeguarding the economic interests and financial wellbeing of intermediaries so that operating e-government services can serve as a primary source of livelihood Building channel partners’ entrepreneurial abilities through various measures, such as skill development training, entrepreneurship training, etc
Summary
Electronic government (or e-government) refers to the use of infor mation and communication technology (ICT) applications to deliver various government services. The existing literature has not yet conceptualised e-govern ment according to the multidimensional and multi-level framework suggested by recent studies (Bannister & Connolly, 2015; Khanra & Joseph, 2019) Such a conceptualisation is necessary to comprehend this complex concept, make generalisations and build theory in the context of e-government. The present study integrates the perspectives of infor mation systems and public administration by proposing a multidimen sional and multi-level framework on e-government that captures the viewpoints of multiple e-government stakeholders (e.g. citizens, in termediaries and policymakers). In developing this proposed frame work, the current study focuses on better understanding citizens’ needs and expectations towards e-government services.
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