Abstract
Governments around the world are adapting the e-government initiative to provide new ways of delivering their services. The e-government initiative aims to increase government performance efficiency; however, there are a number of limitations facing the success of the e-government initiative. One of the key limitations is the citizens’ lack of knowledge about the e-government services which, in turn, requires an in-depth understanding of the citizens’ needs in order to provide them with the right service, at the right time. One way to accomplish this is by using the life-event approach, which is considered to be a citizen-centric approach that matches the citizen’s life-events with the needed e-government services. Moreover, with the increasing population using or organising their lives on social media, some services are turning to organising and recording a person’s life. One such example is the ‘timeline’ on Facebook, in which the events in a person’s life are being recorded, and considered to be a source for capturing citizen’s life-events and needs.This research aims to develop a mechanism to advertise e-government services to citizens by using social media based on the life-event approach. Accordingly, the Social Media - Norm-Based Life-Event (SM-NoBLE) system is implemented with a mechanism for extracting citizen’s life-events from citizen interactions with social media. Then, it matches life-events with relevant e-services using the Norm-Based Life-Event (NoBLE) framework and the concept of norms borrowed from organisational semiotics for the matching mechanism. This research creates a case study of Saudi Arabia to apply the SM-NoBLE system to evaluate accuracy and functionality.
Highlights
1.1 Research BackgroundThe term electronic government or e-government has been of global interest, and has become one of the main topics on the international agenda
The number of people using the social media has increased (Hampton et al, 2011), people start to organise their lives on social media and reveal their personal information and day-to-day activities and life-events, and it is all recorded in the social media sites
Keyword Extractor: The use of the keyword extractor is mainly aimed at specifying life-events from the citizen posts in the social media, using a text analysing process, where we match each word from each post by using a set of keywords from the norm registry
Summary
The term electronic government or e-government has been of global interest, and has become one of the main topics on the international agenda. These challenges could vary from one country to another depending on the nature of the government Another challenge that has emerged from reviewing the literature, in identifying factors affecting the citizen‟s intention to adopt e-government, is that citizen awareness is one of the barriers that affects the adoption of e-government services (AlAwadhi and Morris, 2009; AlShihi, 2005; Alateyah et al, 2012; Alshehri et al, 2012). The number of people using the social media has increased (Hampton et al, 2011), people start to organise their lives on social media and reveal their personal information and day-to-day activities and life-events, and it is all recorded in the social media sites In another way, if this interaction with the social media combined to push e-government information and services. Using the social media as a source of citizen‟s life-events to enable e-government service based on social media
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