E-government In Australia Research Articles

A Review of E-Government Services

The recent developments of Information and Communication Technologies mainly the internet has made citizens accustomed to the convenience of online services such as e-banking and shopping online. Governments are aware of the benefits and needs of citizens thus leading to the development of e-government. The aim of this paper is to review the current state of e-government in Australia with the use of empirical studies. The review of e-government shows that the general use of e-government services has been increasing over the years and the internet has become the preferred method of contacting the government. Keywords: internet, government, Technology

Do they want it? Do they use it? The ‘Demand-Side’ of e-Government in Australia and New Zealand

Drawing on 435 telephone interviews in Australia and 498 in New Zealand, this paper investigates the ‘demand’ side of e-government. That is, we examine the use of and support for e-government measures. Whilst respondents were generally supportive of e-government on a number of measures, we find that the majority were reluctant to use some of the more sophisticated ‘transactional’ e-government measures, and less than half had even visited a government website. High users of information and communications technologies (ICT) were more likely to use e-government measures, and are more positive towards e-government in general across several measures. Similar to a number of U.S. studies, we find a ‘digital divide,’ where older age, and less education were associated with lower ICT and e-government use and support. Income level was not a statistically significant predictor in all cases however, and gender was not significant for e-government support.

Foundation Assessment of the Influence of IT Management Practices on Customer Relationship Management (CRM) in a Large Australian Federal Government Agency

The research presented in this paper was motivated by the thrust in Australia to move to whole of e-government. The aim was to determine the level of readiness towards the implementation of customer relationship management (CRM) in Australian Federal Government departments and agencies. As such the research presented in this paper represents an initial phase of research that focusses on CRM implementation in the highest level of government in this country. To address the research objective, data were collected through the distribution of an electronic questionnaire to 23 Australian Federal Government departments and agencies using a previously validated questionnaire. The main finding of the research was that a majority of the departments and agencies are only in the early stages of moving toward implementation of collaborative CRM. This suggests that a concerted effort needs to be made to encourage less developed departments and agencies to make this transition. Until collaborative CRM is accomplished, the ultimate goal of whole of e-government in Australia cannot become a reality. However, a positive aspect of the results is that some departments and agencies are in a position of collaborative CRM. This means that those not so positioned can benefit from the ‘best practice’ processes already adopted in the more CRM advanced Australian Federal government departments and agencies.

Introducing a Novel Market Segmentation for E-Government Services

Abstract A critical element of the overarching realm of e-government is the appropriate delivery of government services over the Internet. To date, guidance for government service design has been based on usability and, lately, security issues of the new medium and simple demography-based segmentation approaches aimed at structuring the presentation of government to its constituents. This paper introduces a novel market segmentation approach that allows e-government service designers to prioritise and target online services at individual constituents in a way that is expected to increase adoption of online government services. The segmentation approach and the characteristics of the segments that result are described within the broader context of e-government in Australia. After describing the segmentation, four key issues impeding e-government implementation in Australia are discussed with insights into priorities developed from the segmentation. The paper concludes with a summary of ongoing research in the area that this paper introduces.

E-government in Australia: Promise and progress

This paper has two principal objectives: to provide an account of the nature and extent of e-government in Australia at the three levels of government and to examine some of the major obstacles to the realization of the potential of e-government. Drawing on the published record and a benchmark survey of Australian public managers, it is apparent that, in Australia, the implementation of e-government is still largely focused at the information only level and that its spread is uneven, particularly in rural and remote areas. Furthermore, the increasing popularity of portals is paradoxical, with a proliferation of portals at each level of government, rather than a single point of entry. More significantly, there is little evidence of progress toward the ideal of joined up government.

What Lies Beyond Service Delivery-An Australian Perspective

As government uses of information technology mature, awareness is growing of the need to effectively engage citizens in all stages of the policy process. E-democracy is often what lies beyond electronic service delivery, through a gradual process of learning and user feedback. This article describes the national framework for e-government in Australia, levels of technology literacy in elected officials, and current electronic democracy initiatives in several Australian state and territory governments. These illustrate the potential for e-government to transform democracy, but they also highlight the need to reinforce democratic values and develop new literacies of citizenship.

E-government in Australia: Promise and progress

This paper has two principal objectives: to provide an account of the nature and extent of e-government in Australia at the three levels of government and to examine some of the major obstacles to ...

E-Government in Australia: the Challenge to Privacy of Personal Information

1Law University College Cork, National University of Ireland