The role of information and communications technology in the transformation of government and citizen trust

Abstract

We present an empirically tested conceptual model based on exit–voice theory to study the influence of information and communications technology-enabled transformation of government on citizen trust in government. We conceptualize and address the key factors affecting the influence of transformation of government on citizen trust, including government performance and transparency. Based on 313 survey responses from citizens in Bahrain, the top-ranked country in information and communications technology adoption in the Gulf Cooperation Council region, we test government performance and transparency as mediators between transformation of government and citizen trust. The resulting preliminary insights on the measurement and manifestation of citizen trust in the context of information and communications technology-enabled transformation of government have multiple policy implications and extend our understanding of how information and communications technology-enabled transformation of government can improve the government–citizen relationship and digital services adoption. Points for practitioners To fundamentally change the core functions of government, information and communications technology-enabled transformation of government must move beyond the simple digitization and web enabling of processes. Information and communications technology-enabled transformation of government has the potential to address declining citizen trust in government by improving transparency and performance. The success of information and communications technology-enabled transformation of government in Bahrain is attributable to its small size and demographic composition, the relative maturity of digital government initiatives, and the complete commitment of the government to information and communications technology-enabled transformation of government.