The Key Service Feature of M-Government Based on Interactive User Experiences

Ikhlas F Zamzami

doi:10.1109/access.2019.2924136

Abstract

In today's world, the use of mobile communication devices, especially smartphones, has become a matter of necessity. The services available online include travel booking, banking, and shopping, and also government services. Mobile Government (mGovernment) is quickly becoming a useful tool in civic administration. However, there is a considerable discrepancy between the reality of the user interaction experience of mGovernment and the original vision and intended goal of the application. Research on this group of interactive systems has yielded important findings on the user's ability to interact with these systems, yet additional studies are needed that focus on the exact nature of user interactivity and user experience. This paper examines the key interactive features of the online services provided to Saudi residents and citizens by the Saudi Arabian Ministry of Foreign Affairs (MOFA) mGovernment. This paper follows a qualitative experimental approach and employs meta-analysis and multi-criteria decision analysis. It identifies the key attribute of the interactive service features of the mGovernment application based on interactive user experience. It is found that the task accomplishment of the MOFA mGovernment application constitutes the most important criterion of interaction.

Highlights

The modernization of public administration and services is linked to certain economic activities
While this study focuses on evaluating the services provided through the Ministry of Foreign Affairs (MOFA) mGovernment application in general, its services are grouped into ‘‘eParticipation’’, ‘‘Information’’, ‘‘Services’’, ‘‘Favorites’’, ‘‘Travel Tips’’, and ‘‘Nearest Mission’’
After reviewing the different approaches of mGovernment implementation [24]–[31] and considering the rapid adoption of mGovernment services as documented in the previously discussed studies [11]–[23], this current paper focuses on the role of the interactive user experience

Summary

Introduction

The modernization of public administration and services is linked to certain economic activities. Governments all around the world have begun setting up development strategies to develop modern public administration which includes the lowest government administrative units and the public at large. These new task-oriented services help execute new policies and initiatives that form the basis of modern public administration and government services. Innovative public management ideas have transformed the financial public sector in Australia [2]. This transformation was due to new government regulatory policies focusing on improving the existing operational structure to achieve

Methods

Findings

Discussion

Conclusion