Abstract
This study aims to identify government influence in the adoption of e-government by citizens (AEC) through a case study analyzing actions in Antioquia, Colombia, to increase AEC in annual vehicle tax filing and payment services. We classified these actions employing institutional theory, institutional interventions, and legitimation strategies. An analysis correlating AEC actions (including the COVID-19 containment measures) with over 16 million transactions in these two services during 2015-2020 found a strong government influence on AEC. We established coercive pressure and conformance to the environment as important predictors of AEC, but the COVID-19 containment measures only influenced electronic tax payments. Service type was also an essential predictor for these services; however, mobilization was not. Increasing AEC should be considered a necessary objective for public administrations, especially in developing countries that face shortages of resources and facilities.
Highlights
The use of information and communication technologies (ICT) has transformed interactions with all government stakeholders [1], with citizens [2]
The objective is to study adoption of e-government by citizens (AEC) between 2015 and 2020 to identify the actions performed by the government to promote AEC and determine which of these actions could be used as AEC predictors
We concluded that no law, regulation, or mobilization could influence AEC increase without improving the quality of technical solutions and services
Summary
The use of information and communication technologies (ICT) has transformed interactions with all government stakeholders [1], with citizens [2]. The use of the Internet and other digital means to access government information and services has been defined as electronic government or e-government [3–5]. It emerged in the early 1990s and uses web-based IT as an important part of outreach to citizens [6, 7]. The value of e-government is recognized worldwide, and research has identified several benefits related to its implementation and use, such as transparency, efficiency, cost reduction, service delivery improvement, accountability, and reduction of corruption [8, 10–13].
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