E-government Service Delivery Research Articles

Design characteristics and service experience with e-government services: A public value perspective

We propose a model that explains how e-government service design characteristics influence citizens’ service experience. Drawing on the public value perspective, we define four categories of e-government impacts and identify their corresponding design characteristics: (1) capability—accuracy and completeness; (2) interactions—accessibility and self-service capability; (3) orientation—user support and personalization capability; and (4) value distribution—privacy protection. We propose that citizens’ perceptions of the design characteristics affect four core technology beliefs—i.e., performance expectancy, effort expectancy, facilitating conditions, and trust—that in turn affect two service experience outcomes—i.e., perceived service quality and continuance intention. We tested our model in a two-stage survey of 2623 users of two e-government services—i.e., an e-government portal and an online appointment booking service. The results showed that citizens’ perceptions of the design characteristics predict the core technology beliefs that in turn predict perceived service quality and eventually continuance intention. Further mediation analyses showed that the core technology beliefs significantly mediate the effects of design characteristics on perceived service quality, but with different patterns of full and partial mediation across the two services. These findings contribute to understanding the underlying mechanisms through which service design characteristics influence service experience. We discuss the theoretical and practical implications on e-government service design and delivery.

Applying fuzzy logic to balanced scorecard for the performance evaluation of government e-services

Purpose The purpose of this study is to assess the performance of United Arab Emirates (UAE) Government e-services by using the fuzzy technique for order preference by similarity to ideal solution (TOPSIS) methodology, integrating insights from the balanced scorecard (BSC) framework across financial, customer, internal business and learning and growth perspectives. Design/methodology/approach Using the fuzzy TOPSIS method, this paper evaluate three e-services in the UAE against 12 criteria representing the balanced scorecard perspectives. Expert evaluation and sensitivity analysis are used to identify the most sustainable e-service alternative. Findings The study findings emphasize the importance of prioritizing customer-centric metrics, improving service reliability and efficiency, and investing in employee training to enhance e-government service performance in the UAE. Sensitivity analysis reinforces the robustness of our results and identifies key criteria influencing decision-making. Research limitations/implications The data was collected only from experts in selected UAE Government departments. This may affect the generalization of the findings. Also, only three e-services were evaluated. Future studies could include various e-services not covered in this study and use different multi-criteria decision-making methods. Practical implications Prioritizing customer satisfaction: Priority should be given to customer satisfaction as it is a critical factor in evaluating e-services because of its importance. It also highlights the importance of considering user feedback and ensuring that e-services have a high level of friendliness and responsiveness to their needs. It follows that minimizing errors and ensuring quick and efficient transactions are crucial. Emphasizing reliability and transaction efficiency: Reliable services and transaction efficiency are also essential criteria for evaluating e-government services. This suggests that e-government services should be designed to minimize errors and ensure that transactions are completed quickly and efficiently. Managing IT costs: To deliver e-government services affordably, effective IT cost management is crucial. This emphasizes how crucial it is to effectively manage IT costs to guarantee the efficient delivery of e-government services. Social implications From a customer perspective, adopting BSC can create a favorable customer attitude, encourage long-term customer support, and increase customer satisfaction and loyalty. These factors have significant social implications for UAE and expatriate individuals who are using such e-government services. Originality/value This study contributes to the literature by showcasing the applicability of the fuzzy TOPSIS methodology in evaluating UAE e-government service performance. By examining multiple perspectives of the BSC, this paper provide valuable insights into enhancing the efficiency and effectiveness of e-services in the UAE Government sector.

Services Integration in Tanzania e-Government Systems

The interoperability of information systems for public organizations is a significant opportunity for improved delivery of e-government services. However, the lack of e-government services integration is one of the issues preventing services from effectively reaching citizens in many developing nations, especially in this era of information technology advancement. Consequently, this paper aims to provide background information and a framework for comprehending the relevance of Tanzania's integration of e-government services. To understand the current state of the art and the prospects for system integration in government procedures, a thorough government institution Information Systems analysis was done to understand the magnitude of the problem. The survey revealed that the absence of electronic data exchange between public information systems leads to information system silos, which hinder efficiency and synergy in the provision of electronic services. A framework for e-government service integration is proposed utilizing a design science research approach to explain the possibilities of service integration in the public sector. The framework suggests harmonizing public institutions in e-government project plans, communicating e-government systems through a unified network, and establishing the e-government service catalog.

Delivering E-governance services in Bangladesh through Libraries and Information Centers: Realities, Challenges and Possibilities

Bangladesh is trying to achieve Smart Bangladesh Vision 2041 to put the country on a new, sustainable path of growth while also serving as a role model for other developing nations. With that goal in mind, the government is trying to introduce e-governance services in every government sector. This study looks into user perspectives, obstacles, and suggestions for offering e-governance services through libraries and information centres. A proposed e-governance service delivery model for public libraries is also presented in this paper.

Conceptual Framework for Project Management for E-Governance Service Development

Purpose: e-Governance service delivery requires efficient IT systems complying with standards, procedures and policies. These IT systems are to be developed, considering the functional and non-functional aspects of systems development, at the same time being agile to changing requirements, in order to give a better experience to citizen. Hence there is a need for a project management framework focusing on process compliance at the same time flexible to meet the new demands of the stakeholders in the e-Governance sector. Theoretical Framework: This paper proposes a conceptual framework for e-Governance service development. There is a need to understand the significance of project management in e-governance service development. This conceptual framework identifies three main factors Project Management attribute, Critical Success Factors and Project Management tools under the Project Management factor and the nature of the e-Governance domain, e-Governance service delivery and e-Governance project under the e-Governance factor. Design/methodology/approach: The conceptual framework has been proposed after identifying the components that are significant in adoption of Project Management in e-Governance service development based on literature studies in this field of Project Management regarding factors that are critical to project success. Findings: The three factors Project Management attribute, Critical Success Factors and Project Management tools identified can be considered to have an influence on e-Governance sector, the service delivery and project success. This needs to be further analyzed through quantitative and qualitative research methods. Research, Practical and Social Implications: The model attempts to build a relationship between these factors, which will help practitioners in e-Governance development understand the attributes they need to be aware of, the critical success factors and tools for project management in the e-Governance sector. Originality/value: This article is a contribution to the Project Management and e-Governance domain to propose a conceptual framework which is adoptable for practitioners and academicians.

Enhancing e-government with a digital twin for innovation management

PurposeThe implementation of digital twin in e-government services will become the future of public service delivery. It has a great promise for significantly optimizing e-government service delivery in public services because digital twin can be leveraged to achieve value co-creation, which can be turned for innovation and new knowledge creation. The purpose of this study is to fill a knowledge gap in the domain of e-government with digital twin enabled.Design/methodology/approachThis study examined the concept of digital twins in the context of e-government for innovation management. This research applied exploratory research discussing a dynamic and interpretive model that examines the main factors to consider when developing digital twins for the Fourth Industrial Revolution’s integration of e-government services. This study begins with a thorough assessment and then evaluates the results to propose a model that would be used as a benchmark for future research. Secondary data was gathered from a variety of previously published primary research sources, including peer-reviewed journals, case studies, periodicals, newspapers and books.FindingsE-government with digital twin platform will become increasingly integral to business or public value creation and can be managed individually as people and organizations expect much greater value for their well-being that is linked to a number of better outcomes. E-government with digital twin will no longer to be seen as a static web service but the next enabling platform to offer a comprehensive digital advisory for each and every user. The digital twin’s goal is to extract all of a user’s digital activity processes and thoroughly analyze them across all of e-services. When there are crucial issues or problems that need to be alerted to the (physical) user, the digital twin will present options, solutions and recommendations based on the entire gathered data continuum.Research limitations/implicationsThis study is conducted to provide a better understanding of the digital twin’s impact on public service delivery in the future. When it comes to e-government, a digital twin is a digital representation of an individual with the ability to integrate e-government services (such as e-citizenship, e-employment, e-participation, e-business, e-commerce, e-health, e-learning, e-regulation, e-entertainment and so on) with nearly real-time data and advanced analytics. Individuals will be able to improve, discover, foresee and make better and faster decisions as a result of the digital twin. The proposed model shows a future scenario for e-government services, in which the key principle of Industrial Revolution 4.0, Cyber Physical Systems, is accommodated by digital twins.Originality/valueThis study provides academics, policymakers and practitioners in the fields of technology, public and/or private service delivery and public policy, with the opportunity to define priorities, processes and outcomes of e-government services and thereby benefit more directly from the findings of the study. This study presents some novel insights into e-government services the use of digital twins to optimize public service delivery.

Determinants of satisfaction among social entrepreneurs in e-Government services

Information Technology–enabled e-Governance outlets are being increasingly used in developing economies to facilitate the delivery of e-Government services. These outlets are managed by social entrepreneurs who serve as an intermediary between the citizen and the government. With social entrepreneurship and stakeholder theories as underpinnings and model validation with data from 232 respondents, the current work suggests that social entrepreneurs' satisfaction is derived from a positive public image and satisfaction with stakeholders. The two factors fulfill the entrepreneur’s communion motives and are derived from their economic well-being, an agency motive, which itself is an outcome of the e-Government website service quality. This study also establishes the intervening role of process and the government support for enhancing the social entrepreneur’s economic wellbeing. The study brings the unique perspectives of social entrepreneurship to e-Government service delivery and provides recommendations for policymakers to focus on the satisfaction of such intermediaries for sustainable inclusion into the digital mainstream.

Information Technology/Systems Adoption in the Public Sector

State government has been moving from manual and paper-based processes to digital services. However, digital divide, declining trust in technology, and low IT/IS adoption rates by public sector employees are important challenges for successful delivery of e-government services to citizens. Previous studies in the area of IT/IS adoption and e-government have mainly focused on citizens. This paper examines IT/IS adoption by employees rather than citizens and the focus is on non-market environment and state government agencies. A research model has been proposed based on the theory of planned behavior (TPB) and technology acceptance model (TAM) which has been extended to include digital divide related constructs and trust in technology. To test the proposed model, a survey was conducted among early adopters of Office 365 at Illinois Department of Transportation (IDOT) in Springfield and Chicago. The paper contributes to research on IT/IS adoption in public sector. The findings also provide insightful design and practical implications for successful IT/IS deployment in public sector.

CRITICAL SUCCESS FACTORS FOR THE IMPLEMENTATION OF E-GOVERNANCE - A CASE STUDY OF PROVINCE 1 NEPAL

Purpose: E-Government with higher failure rate is a motivation to do the research about Success Factors of eGovernment implementation. Analyzing CSFs is an important factor that helps to implement e-Government successfully and to avoid failure. The aim of this study is to examine and identify the factors that influence and affect the utilization of e-Government in the developing countries Nepal, specifically in Province 1. Design / Methodology / Approach: The review of the literature and questionnaire with “important” and “unimportant” as options were mixed to collect primary data. The data collection focused on the e-Services provider offices and municipalities of Province 1 who are key stakeholders in the e-Government service delivery framework. The selected participants included focal group of IT professional and experts. Findings / Result: This article highlights some of the key attributes; it critically assesses key factors that influence e-Government services adoption and diffusion. The result from the study is the success factors viz; Clear vision and strategy, Top management & Government support, ICT infrastructure, Awareness, Training Citizen Empowerment and separate funding that Government organization and all parties must pay attention to ones for successful e-Government implementation. Originality / Value: It is an empirical research to signify the contribution Critical Success Factor for E-Governance.

MODELING THE IMPACTS OF E-GOVERNMENT SERVICES ON CORRUPTION REDUCTION IN RWANDA: A CASE EVIDENCE FROM NYAMASHEKE DISTRICT, RWANDA

The study entitled modeling the impacts of e-government services on corruption reduction in Rwanda: Case evidence from Nyamasheke District, Rwanda was about assessing the contribution of e-government services use on reducing corruption in the area under study. The study was guided with the objective of exploring the utilization of multinomial logistic regression (MLR) in modeling the impact of e-government services on reduction status of corruption. In this regard, the MLR model was performed using a maximum likelihood estimation method on the data set collected to find the parameter estimates of the model describing the relationship between the explanatory and the outcome variables and determine the significance of the explanatory variables that contribute significantly to the reduction status of corruption in the area under study. The study adopted both qualitative and quantitative approaches to collect data from 381 respondents from the target population of 8041 using Solvin’s formula for sample size calculation. Data were collected using questionnaire and interview schedule techniques and analyzed using SPSS-23. In this analysis, the results show that on the total of eleven independent variables, the explanatory variables such as age, income, ownership of the devices used in applying for the local government services and the advice types were dropped from the training set of explanatory variables that contribute significantly to the reduction of corruption in the area under study. In model selection that overall fits well the data, the obtained variables that contributed significantly to the outcome variable were education, e-government services’ use status, cost of accessing e-government services and the e-government services types delivery. The parameters estimate of the selected model revealed that the variables that best predicted the probability of reducing corruption once the e-government services are delivered online were education, status of using e-government services, types of e-government services delivery online while the cost of accessing the e-government services decreased the logit (the probability) of reducing corruption. The main challenges faced by users of e-government services were the cost given while applying to these e-government services is high and lack of enough skills to cope with technological usage. Finally the study recommended that local leaders in the area under study should strengthen the online system in delivering local services to people, educate people to be aware about the use of e-government services since the more a person is educated the more is attempting to use e-government services and then reduce the cost of using e-government services while applying to the local services since this has been the only explanatory variable that decreased the logit of reducing corruption in the study area.
 
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Citizen engagement in co-creation of e-government services: a process theory view from a meta-synthesis approach

PurposeThe purpose of this study is to develop an in-depth understanding of the overall process of facilitating co-creation of e-government services, focusing on the government's role in fostering citizen engagement.Design/methodology/approachThis study conducted a meta-synthesis of qualitative case studies encompassing analyses on a case-specific level followed by syntheses on a cross-study level.FindingsThrough meta-synthesis, the study developed an integrated framework, the process theory view of enabling co-creation of e-government services, illustrating how co-creation could be initiated and facilitated by the government.Research limitations/implicationsBy providing critical insights into co-creation steps, the process theory view offers a holistic theoretical understanding of enabling co-creation by identifying factors driving and motivating governments to initiate co-creation activities, interpreting the prerequisites for co-creation and the importance of impact assessment.Practical implicationsThis study offers important implications for public authorities, administrators and policymakers by helping them enhance their knowledge base on the co-creation process to facilitate a higher level of collaboration between citizens and government for effective and efficient public service delivery through e-government.Originality/valueWhile it is widely acknowledged that citizen engagement is crucial for improving and transforming the development and delivery of e-government services, it is equally recognized as a challenging and complex task. Through a meta-synthesis of qualitative case studies, this study is one of the first to develop a process theory view for offering a holistic understanding and crucial insights for addressing the concerns over the co-creation of e-government services.

Challenges common service centers (CSCs) face in delivering e-government services in rural India

Many developing countries across the world are allocating a significant share of their budgets for e-government initiatives. Common service centers (CSCs) are e-government initiatives that aim to increase access to public services and promote easy and direct interaction with the government. These e-government initiatives are largely underutilised, especially in rural areas in developing countries. This study attempts to identify the key challenges facing CSCs and determine their hierarchical relationships in the context of rural India. A set of 15 challenges was identified through a rigorous literature review and by surveying experts and CSC owners. Data were collected on the identified challenges and were analysed using interpretive structural modeling (ISM)-MICMAC-fuzzy MICMAC analysis. Subsequently, we developed a hierarchical model of challenges. The findings revealed that “longer travel time and transaction cost”, “low digital literacy”, and “low awareness” of e-government services are among the key challenges CSCs face in rural India. This study suggests several recommendations to all the stakeholders involved in the management of CSCs to improve the delivery of e-government services in rural India.

Access to e-government services by citizens through public/community libraries in Namibia

The role of public/community libraries in promoting national development is undeniable. It is therefore not surprising that these libraries are being heralded as partners in e-government service delivery. The libraries however experience challenges in providing this important service, many of which emanate from poor funding. The paper presents findings of a study that was conducted in urban, semi-urban and rural public/community libraries in Namibia to determine access to e-government services through public/community libraries. Related studies have highlighted the digital divide between rural and urban settings as one of the factors influencing e-government service delivery. There is an imbalance in the provision of technology infrastructure between rural and urban areas in Namibia. The study therefore was based on the assumption that the setting of the library will have an influence on access to e-government services. The study employed a survey research design using a questionnaire for data collection, which was administered via email. The study population were all 65 community libraries, of which 64 took part in the study and the units of analysis were library staff, of which 75 completed the questionnaire. The findings show that the e-government services that users were accessing through the libraries included downloading and completing employment forms, employment information, and filing tax returns. The challenges included few workstations in libraries, unreliable Internet connectivity and slow Internet access (i.e. slow bandwidth). The library setting had no impact on access to e-government services, suggesting that these other factors could equally be affecting libraries regardless of setting and that there could be other factors at play. The study recommends that a study be conducted to gather the perspective of the users which may highlight what these other factors are.

A cognitive computing conceptual model for agile e-government design

Studies have linked e-government failures (primarily its adoption and development) to factors such as design shortcomings and design-reality gaps. With the increased availability of big data and analytical techniques, government agencies must leverage data-driven models in the design and implementation of electronic government (e-government) or digital government solutions. By doing so, minimizing design-reality gap problems and design shortcomings is attainable. Backed by stakeholder theory and the Agile design methodology, this study proposes a cognitive computing framework as an efficient approach to the design of public sector electronic services (e-services) so as to obtain value. Cognitive computing was deemed appropriate for inclusion into the Agile methodology for e-government design because of its rapid frequency of expansion of data for which the human mind is limited in analytical ability as well as the desire by policy makers to reduce burdens and cost against the desire for more tailored solutions. With respect to research, cognitive computing models present a novel means of implementing human-centric and data-driven processes into practical domains of discourse and these models have yet to be integrated into the e-government sphere. By applying design thinking, the proposed model is built and tested in the UPPAAL model-checking software by applying the principle of finite state deterministic automatons. Theoretical and practical contributions are made to the fields of e-government, Agile methodology, and quality service delivery. Future research recommendations for expansion and building evaluation metrics are also indicated in the study.

Effectiveness of Electronic Government in the Citizen-Centric Approach in Bandung City

This paper aims to exploit e-government effectiveness from the perspective of users by focusing on online-based business licensing services in Bandung City. This paper also aims to develop the E-government Citizen Satisfaction Framework proposed by Sigwejo and Pather (2016). The method used is a qualitative method in e-government research. The results show that there is a gap between the services provided and community expectations. Online-based business licensing services in Bandung City have not been fully effective and also have not fully given the benefits since licensing is still one of the obstacles in conducting business in Bandung City. The main findings in this paper are the three themes as a development of the e-government effectiveness model, namely users’ e-readiness, multi-channel delivery of e-government services, and the net impact. The implication of the main findings is that the integration of online services and offline services is required in accordance with the mapping of users’ e-readiness.

The Importance of Improving the Quality of Civil Servants to Implement E-Government Service Delivery in Industrial Era 4.0: A Case Study Approach of Government Institutions in Jakarta

The Importance of Improving the Quality of Civil Servants to Implement E-Government Service Delivery in Industrial Era 4.0: A Case Study Approach of Government Institutions in Jakarta

An open platform centric approach for scalable government service delivery to the poor: The Aadhaar case

The efficient delivery of government services to the poor, or Bottom of the Pyramid (BOP), faces many challenges. While a core problem is the lack of scalability, that could be solved by the rapid proliferation of platforms and associated ecosystems. Existing research involving platforms focus on modularity, openness, ecosystem leadership and governance, as well as on their impact on innovation, scale and agility. However, existing studies fail to explore the role of platform in scalable e-government services delivery on an empirical level. Based on an in-depth case study of the world's largest biometric identity platform, used by millions of the poor in India, we develop a set of propositions connecting the attributes of a digital platform ecosystem to different indicators for the scalability of government service delivery. We found that modular architecture, combined with limited functionality in core modules, and open standards combined with controlled access and ecosystem governance enabled by keystone behaviour, have a positive impact on scalability. The research provides insights to policy-makers and government officials alike, particularly those in nations struggling to provide basic services to poor and marginalised. This is also one of the few studies to apply platform theory empirically to the e-government domain.

전자민원서비스 이용이 정부신뢰에 미치는 영향에 관한 연구

The aim of this article is to examine the influence of the level of citizens’ usage of the G4C portal system on trust in central and local government agencies, as there is an ever-increasing belief that e-government service delivery through the civil petition service portal enhances the efficiency, transparency, and equity of public administration, and such enhancement leads to higher level of citizen satisfaction and compliance as well as greater trust in government. By analyzing the clickstream data collected from South Korean citizens, the relationship between e-government usage and trust in central and local government agencies was scrutinized. The results of the multi-regression analysis suggest that the citizens’ usage of the G4C portal has a catalytic effect on strengthening trust in government. That is, when more citizens experience the convenience of e-government, there is an overall increase of trust in government agencies, therefore, this study concludes that e-government is a powerful means to elevate citizens’ trust in government.

Exploring the Problems, Issues and Challenges of E-government in Kiribati

The use of e-government to deliver public service is a recent phenomenon for the small island developing states (SIDS) . This paper uses the Contingency approach to explore e-government in Kiribati. The Contingency approach is chosen for his paper on the grounds that it is able to adequately explain the ‘situational factors’ that affect the provision and delivery of e-government services in the context of Kiribati. Some of the situational factors present in the small island developing states that affect the provision and delivery of e-government services are poor infrastructure environment, technological environment, political environment, socio-economic conditions and dispersed geographical environment. The findings from this study showed that some of the problems, issues and challenges of e-government in Kiribati are poor internet connectivity, poor infrastructure environment, technical problems in developing and maintaining e-government website, low level of computer literacy rate, low level of computer and internet access, cultural issues and digital divide, lack of awareness on e-government services, privacy and trust issues, and language problems on the e-government website. Some of the ways how these problems can be addressed are development of infrastructure environment, training and development of staff, integrating e-government dynamics in the school curriculum, financial support, improving the e-government website and increasing awareness on e-government service, privacy and trust issues, and language problems on the e-government website. Some of the ways how these problems can be addressed are development of infrastructure environment, training and development of staff, integrating e-government dynamics in the school curriculum, financial support, improving the e-government website and increasing awareness on e-government service.

Investigating the role of intermediaries in adoption of public access outlets for delivery of e-Government services in developing countries: An empirical study

The study investigates the role of intermediaries in influencing the adoption of public access outlet that are being set up for delivery of e-Government services, especially in rural areas. In order to identify possible factors of adoption, an exploratory study is first carried out with stakeholders. Findings of the exploratory study, supported by extant literature on technology acceptance, service quality and trusting belief, form the basis for the proposed research model which is empirically tested with 328 respondents from 77 villages in 12 districts in India using Partial Least Square (PLS) technique with hierarchical modelling. Findings of the study suggest that the behaviour of the intermediaries manning these outlets, reliability of the outlet and facilities available at the outlet have significant effect on the service quality of the outlet, which in turn, has a positive effect on citizens' intention for availing e-Government services. Other factors of adoption that are identified to be significant are ease of obtaining service, usefulness of the outlet and positive word-of-mouth among the user community.