E-gov Services Research Articles

Different approaches to analyzing e-government adoption during the Covid-19 pandemic

This research analyzes the possible underlying determinants of citizens' intent to use electronic services provided by e-government (e-gov). A total of 519 responses and a theoretical model based on Unified Model of Electronic Government Adoption (UMEGA) including the role of e-gov in the context of the COVID-19 pandemic, were used. A partial least squares structural equation model and the fs-QCA technique were used to analyze the data collected. The results showed how two factors studied, Attitude and Facilitating Conditions directly affected the decision to use e-gov services. Attitude means that governments must find effective ways to entice positive attitudes toward using e-services, and Facilitating Conditions implies that the resources and facilities provided to users improve their intention to use. However, the second most robust relationship was associated with the influence of Performance Expectancy on Attitude, suggesting that the trust placed in e-gov by the citizens, based on previous experiences, is a crucial determinant of their attitude toward it and their behavior when using it.

Revolutionizing Food Production in Kosovo: Analyzing the Potential of e-Governance in Agriculture and Food Processing and Investigating Factors Influencing Citizen Adoption

e-Government implementation in Kosovo's food processing and agriculture sectors offers significant benefits in terms of efficiency, production quality, information access, and transparency. However, e-government's potential does not guarantee user acceptance, and many governments grapple with low adoption rates of e-Gov. This research empirically examines factors influencing citizen adoption of e-government systems in Kosovo's food processing and agriculture sectors. It assesses the e-Government program's development from 2008 to 2023. Semi-structured interviews were conducted with key figures from the Information Society Agency (ISA), responsible for e-government in Kosovo. ISA has implemented various services, with 151 community e-Gov services available through the e-Kosova government portal, focusing on online grant and subsidy applications for the food and agriculture sector. The study tests the impact of seven factors in e-Gov adoption: Perceived Usefulness, Perceived Ease of Use, Compatibility, Observability, Trialability, Image, and Trustworthiness, combining elements from the TAM and DOI. Data collected from 185 respondents, including food producers, farmers, agriculturists, hotels, and university students, utilized a closed-question questionnaire. Results showed significant influence from Perceived Usefulness, Observability, Trialability, and Trustworthiness on citizens' willingness to use e-government services. Understanding these factors is crucial for governments aiming to increase e-government adoption and make informed IT investments for sustainable development.

Analisis Inovasi Pelayanan Publik Berbasis Digital Di Dinas Komunikasi Dan Informatika Di Maluku

The research aims to determine Digital-Based Public Service Innovations in the Communication and Informatics Office in Maluku. The data analysis used to answer the problems in this study is a qualitative descriptive analysis. Qualitative analysis with a descriptive approach. These results indicate that the Maluku government has utilized the E-government service through a website in by the communication and informatics service, namely the Maluku SIMANTAP Online E-PPID Service. E-gov services really need critical factors to ensure the success of an innovation, including; Supporting factors for the implementation of e-government-based public service innovations are: Facilities and infrastructure that support electronic-based services, positive community response by welcoming electronic-based services, support from the local government, and the leaders themselves who support application program innovations, sources Human Resources (HR). While the inhibiting factor experienced during the implementation of this e-government-based service innovation was the 'budget'.

The role of awareness in appraising the success of E-government systems

Worldwide governments are launching e-government (E-Gov) systems to ensure the superior delivery of services to their citizens. Ensuring the success of government-to-citizen (G2C), E-Gov systems is still challenging for various developing countries. To overcome this challenge, investigating the success of G2C E-Gov systems is important. This paper assesses the success of E-Gov systems from the perspective of a developing country. For this purpose, this research incorporates perceived-usefulness and perceived-trust variables into DeLone and McLean’s IS success model. A survey-based method was employed to collect data from Pakistani citizens. The PLS-SEM method was used for the validation of the conceptual model. Using the non-probability sampling technique, a sample of 264 usable cases was collected and used to analyze our model. It is evident from the outcomes of the study that information-quality has significant effects on the use of E-Gov and user-satisfaction, while service-quality, system-quality, and perceived-trust have significant effects on the use of E-Gov, user-satisfaction and perceived-usefulness. Further, the use of E-Gov, perceived-usefulness, and user-satisfaction have direct, significant impacts on the perceived-net-benefits. The practitioners are recommended to concentrate on the three quality dimensions i.e. information quality, system quality, and service quality while preparing E-Gov applications. The role of governments is also important to launch awareness campaigns and motivate their citizens to use E-Gov services.

A framework for assessing trust in e-government services under uncertain environment

PurposeIn this study, a novel framework was proposed to assess the trust in e-government (e-Gov) services under an uncertain environment. The proposed framework was applied in Iranian municipality websites of e-Gov services to evaluate the readiness score of trust in e-Gov services.Design/methodology/approachA unique hybrid research methodology was proposed. In the first phase, a comprehensive set of indices were determined from an extensive literature review and finalized by employing the fuzzy Delphi method. In the second phase, interval-valued intuitionistic fuzzy set (IVIFS) -was utilized to model the problem's uncertainty with analytic called IVIFS- hierarchy process (AHP) to determine the importance of indices and indicators by assigning the weights. In the third phase, the fuzzy evaluation method (FEM) is followed for assessing the readiness score of indices in case studies.FindingsThe findings indicated that “Trust in government” is the most significant index affecting citizen's trust in e-Gov services while “Maintenance and support” has the least impact on user's intention to use e–Gov services.Research limitations/implicationsThe study contributes by introducing a unique research methodology that integrates three phases, including fuzzy Delphi, IVIFS AHP and fuzzy evaluation method. Moreover, the fuzzy sets theory helps to reach a more accurate result by modeling the inherent ambiguity of indicators and indices. Interval-valued intuitionistic fuzzy models the ambiguity of experts' judgments in an interval.Practical implicationsThe study helps policy makers to monitor wider aspects of trust in e-Gov services as well as understanding their importance. The study enables policy makers to apply the framework to any potential case studies to evaluate the readiness score of indices and recognizing strengths and weakness of trust dimensions as well as recommending advice for improving the situation.Originality/valueThe study is one of the few to indicate significant indices of trust in e-Gov services in developing countries. The study shows the importance of indicators and indices by assigning a weight. Additionally, the framework can assess the readiness score of various case studies.

Impact of citizen trust on adoption of e-gov services in the Nellore City, Andhra Pradesh

Taking a number or waiting in line is a thing of the past in public services, thanks to the proliferation of secure websites and mobile apps. More people throughout the globe are benefiting from e-government services, which have made their lives easier. People's willingness to use e-government services depends heavily on their level of awareness & trust in the system. In order to have a better understanding of the factors affecting trust in e-government services, empirical study is required. When it comes to e-government, Nellore residents have a lot of trust and this article’s studies show that trust affects their desire to utilize e-government services. In order to acquire information on several trust-related aspects, such as trust in government & technology, information quality & promises of privacy & security, we employed 150 questionnaires in total. Additionally, the TAM model’s two dimensions (“perceived usefulness and perceived ease-of-use”) are used to predict the likelihood of using e-government utility. According to the study’s findings, all of the factors included in the analysis were significant predictors of whether or not respondents intended to utilize e-government services. Despite this, confidence in e-government was predicted by all the hypothesized factors, except for privacy and security guarantee.

Two decades of e-government diffusion among local governments in the United States

This study is the first to evaluate e-government diffusion among local governments in the United States over time. The diffusion rates of various types of e-government services are measured and analyzed over two decades. E-government surveys conducted by the International City/County Management Association (ICMA) from 2000 to 2011 provide an early trendline of e-government services offered, and an original two-wave panel survey was conducted in 2014 and 2019 collecting data, which extends this timeline and offers new ways to measure adoption in this later period. The panel survey includes the same 83 cities randomly selected from all cities with populations over 50,000, representing over 10% of medium and large size cities in the U.S.The findings of this study provide a clear picture that cities across the nation have increasingly adopted a wide set of e-gov services, with some reaching near complete diffusion. A total of 45 different e-government services are evaluated, with similar e-government services organized together into informational, interactive, multimedia, financial, and social media scaled variables for further analysis. Adoption and diffusion of e-government services have been neither steady nor uniform. However, from 2014 to 2019 the trend was clear: more cities offered more e-government services more consistently.The findings also offer insights into the characteristics of cities that have adopted e-government innovations earlier than others. Both greater population size and percent of residents with broadband access contribute in a statistically significant way to the number of e-gov services adopted, while other expected independent variables like economic measures of wealth do not. These findings contribute to a broader conversation about how the diffusion of e-government service adoption has changed over time and the extent to which that has affected the relationship between residents and their local governments throughout the first two decades of the 21st Century.

Design issues of a pan European smart cross border 'dream like' e-Gov primary healthcare medical service

Design issues of a pan European smart cross border 'dream like' e-Gov primary healthcare medical service

An Effective Communication Strategy Based on Trust: the Key Element to Adopting a Covid-19 Contact Tracking Application

To cope with the COVID-19 pandemic, contact tracing applications have been proposed to limit positive cases and reinforce other measures, especially before the appearance of vaccines. A high rate of adoption by citizens is required. This study investigates the impact of trust on the adoption of tracking applications. A survey was administered in Morocco, where the authorities proposed the «Wiqaytna» application. Structural Equation Modeling was used to test the hypotheses of the proposed model. The model explains 53% of the variance of the “intention to use” and 40.8% of the “actual use” of the application. The model was based on the UTAUT technology acceptance model and the GAM model of e-gov service acceptance. Our main objective was to study the impact of trust in the decision of Moroccans to use this type of application. Technology trust, government trust and social influence were important determinants of intention to use. The proposed model also shows that perceived awareness is an important antecedent of trust constructs. The impact of «perceived awareness» on the trust constructs (technology and government) is stronger than the social influence on the latter. Moreover, our model shows that «Perceived Awareness» has a more significant impact on «technology trust» than on «government trust». Due to their lack of interest (in seeking information) and attention (communications on the application), citizens lack information about the application's usefulness and the security of users' data. Even those who have had contact with the information they are looking for cannot often verify its credibility (e.g. the source code of the «Wiqaytna» application was available on Github). Therefore, cognitive and individual factors give way to social influence, and the intention to use becomes dependent on the norms and suggestions of influential people in the individual's environment. The latter construct is complex and has multiple determinants. Several factors act on the construction of trust in the authorities' quality of public services. Finally, the strongest relationship in the model is the effect of intention to use on using the Wiqaytna application. Based on these findings, suggestions are made for policymakers. First, a significant effort must be made to improve citizens' awareness of the importance of such an application for the control of the pandemic, even after the launch of the vaccination campaign and the application of social distancing measures. Indeed, a few posters here and there and a few commercials are not enough. An effective communication strategy must be built to explain to citizens the critical role these applications can play and reduce fears about citizens' privacy to increase the adoption rate of these applications. Secondly, the role of social influence is critical in adopting applications. This must be considered in communication campaigns and the involvement of opinion leaders and influencers to be more effective and increase the intention to use them.

Exploring Citizens' Motives influencing the satisfaction with and adoption of E-Government Services in the Kingdom of Saudi Arabia

Governments worldwide invest hugely in e-Government (eGOV) services implementation to better serve their citizens. However, the eGOV services’ adoption level still low in developing countries, which explains the need for understanding the motives underlying to the satisfaction with and the adoption of such services. This article explores the motives citizens would adopt eGOV services in the Kingdom of Saudi Arabia. Data was collected through 34 semi- structured individual interviews. After an examination of the citizens' overall evaluation of eGOV services, a hematic analysis method was used to investigate the critical factors underlying eGOV success, their impacts on users’ satisfaction and eGOV adoption. Findings showed that eGOV success hinges on the users’ characteristics and their perception of the eGOV portals’ features. Moreover, results revealed that 11 factors influence citizens’ satisfaction and eGOV adoption success. The factors classified at the top five by the interviewees are (1) the service relevance to the users’ needs and it personalization, (2) the ease of use of portals, (3) the security, privacy as well as the service quality levels, (4) the information quality offered, and (5) the accessibility. The other factors cited by respondents are associated to the design technology, the interactivity, and the ransparency. In light of the outcomes, advices to support eGOV adoption were formulated. Since results demonstrated that user needs and characteristics are at the core success of an eGOV service, governments in developing countries in general, and the Saudi government, in particular, should adapt their e-services' content and technology to users, as well as implement an efficient communication strategy on efforts deployed in eGOV services to enhance citizens trust. This paper suggested that future investigations should cross citizens and professionals in charge of eGOV services viewpoints for developing a more comprehensive framework supporting eGOV services adoption.

M-Government experience: a qualitative study in India

PurposeThe purpose of this study is to understand and interpret the fundamental meanings attached to consumer behavior through m-Government (m-Gov) experience and to derive insights. The study explores the extent to which the emergence of m-Gov is able to change citizens established behavior of accessing government services primarily focusing on experience as an important driver.Design/methodology/approachThe study used qualitative methods, and data were collected using semi-structured interviews of m-Gov users. Participants were identified through purposive sampling. Themes are identified from the collected data using thematic analysis.FindingsThe study reveals that m-Gov experience is highly satisfying since it meets citizens' expectations. The findings highlight that in many aspects, m-Gov services provide improved experiences compared to the traditional government and conventional e-Government (e-Gov) services (accessing public services from computers and laptop). The study also reveals a few negative experiences with m-Gov services, like limitations in the use of mobile devices due to their small screen size and high memory consumption, etc.Research limitations/implicationsThe qualitative method used in this study focuses clearly on unearthing depth and richness of understanding rather than the breadth of generalization. The sample size is apt for drawing reasonable conclusions. Scholars and information systems researchers may use some insights for future research.Practical implicationsm-Gov services in a developing economy like India is a new and emerging area for managers. The findings about the elements of m-Gov experience and how the experience influences citizens' acceptance decisions will benefit managers and policymakers in implementing m-Gov services or projects.Originality/valueThis study is one of the early attempts to explore the m-Gov experience. The research is important as experience affects users' attitude, a precursor to behavioral intention, which in turn, influences their behavior.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2020-0482

Gendering the digital divide: The use of electronic government services and implications for the digital gender gap

Electronic government (e-gov), a means of providing online public services, has the potential to greatly benefit all members of society. However, its advantages are often out of the reach of citizens who are digitally excluded. Drawing on socioeconomic and demographic ICT survey data, researchers have explored the digital divide and have concluded that gender is an important determinant of inequality. If we are to provide e-gov services that are more accessible to women and geared towards their needs, we must consider the digital gender gap. This paper explores gendered differences in e-gov service usage in Brazil. Findings on the disproportionate numbers of women and men seeking and using e-gov services, as well as the reasons for not using them, justify the relevance of gendering the e-gov debate.

Citizens Safe Mobility Necessitate the Implementation of a Primary Health Care E-Gov Service: The Case of The Europeans

Alexander B Sideridis1* and Loucas Protopappas2 Author Affiliations 1Informatics Lab, AUA, Athens, Greece 2Agricultural University of Athens, Greece Received: January 19, 2021| Published: January 28, 2021 Corresponding author: Alexander B Sideridis, Agricultural University of Athens, Greece DOI: 10.26717/BJSTR.2021.33.005408

Integrating IS success model with cybersecurity factors for e-government implementation in the Kingdom of Saudi Arabia

The electronic government (E-Gov) Systems are currently getting recognized as an authentic strategically tool in delivering E-services. Considering the development of information system (IS) as well as the expanding of the internet-based applications in KSA, E-Gov has always been a significant aspect in delivering governmental services. This research has adopted the (IS) success model by both DeLone and McLean (D&M), moreover, it adopted technology acceptance model (TAM) with cybersecurity factors, both models were implemented to discover the status of the IS success then investigate cybersecurity aspects that impact the service efficiency and effectiveness in KSA. Consequently, this research aims to create a model to investigate the IS success model along with cybersecurity factors that influence E-Gov services effectiveness and usage. Therefore, a survey has been applied as the major data gathering approach; the survey has been distributed among 211 users of E-Gov services consistently. Moreover, all research findings were attained through a quantitative method using the structural equation modelling (SEM). Findings revealed that the constructs fundamental of the (IS) success model are strongly influencing users' satisfaction (US) of the E-Gov services; correspondingly, the fundamental constructs factors of cybersecurity with TAM appear to have a strong impacts on perceived risk (PR), in addition, both which affect the E-Gov services towards usage and effectiveness.

Synthesizing e-government maturity model: a public value paradigm towards digital Pakistan

PurposeThis study aims to fulfill the research gap by suggesting an appropriate and adaptable e-government (e-gov) maturity model for Pakistan not just in the abstract pattern relatively but also in a practical solution assured by the industry experts.Design/methodology/approachThe qualitative research approach using key informants from the public sector domain; furthermore, e-gov performance artifacts were verified by the citizens through the process of focus group interviews.FindingsThe major finding of the study is the development of e-gov maturity model with implementations artifacts in proposed stages as follows: availability, interaction, integration, transactions and public participation.Research limitations/implicationsThis study contributes a qualitative meta-synthesis in the field of e-gov maturity models and could support researchers who are in a quest of knowledge and references to develop new maturity models for their specific countries by providing them with useful resources for further investigation and study.Practical implicationsThis maturity model will strengthen the argument that the e-gov services are necessary for the acceptance behaviour of the citizens and the prosperous public administration by the Government in Pakistan. This research strengthens the science-policy interface that has prevented governments from delivering changes on the ground to the public, and it will also identify diversified opportunities for the e-gov sector that can reverse the lack of investment in this domain.Social implicationsThe study intends to provide directions to policymakers for the development of e-gov services for the citizens. Additionally, the public value of e-gov can be better understood in the form of citizens’ expectations from the government and this model will integrate public participation in the development of e-gov service.Originality/valueThe public value of e-gov can be better understood in the form citizens’ expectations from the government through this maturity model, furthermore, it can be recommended that the government can improve the relationship between the citizens and the state through the use of information and communication technologies which will strengthen the democratic process in Pakistan.

The Influence of Public Engaging Intention on Value Co-Creation of E-Government Services

The wide acceptability of ICTs and social media enriches the delivery platform of e-government (E-gov) services. The public can explore problems, provide ideas, and design solutions to improve E-gov services (EGS) in a convenient and timely manner. The role of the public transforms from passive users to active, informed partners or co-creators of EGS innovations and problem solving. However, value co-creation is an interactive process, and service value can only be created through joint efforts of all participants. This study builds an influence factor model of public engaging intention towards EGS value co-creation, based on technology acceptance theory, trust theory, and motivation theory, to explore the impact factors and impact paths. Comprehensive validation is further conducted through path analysis using structural equation modeling (SEM) methods. Path analysis interprets how the public will accept and adopt value co-creation behavior for EGS. The results presented in this study might be helpful for government policymakers or IT managers seeking to enhance EGS value creation through designing more effective incentive mechanisms. This study also introduces a comprehensive picture of the potential paradigm of public service value creation in an era of increasing user dominance.

Serviços de governo eletrônico no Brasil: uma análise a partir das medidas de acesso e competências de uso da internet

Resumo Este artigo tem como objetivo analisar como medidas de disponibilidade de acesso à internet e de competência de uso influenciam o uso de serviços de governo eletrônico no Brasil. A pesquisa se baseou na abordagem das capacidades de Amartya Sen para a análise dos microdados da pesquisa TIC Domicílios coordenada pelo Centro Regional de Estudos para o Desenvolvimento da Sociedade da Informação (CETIC.br), referente ao ano-base de 2013. Para o tratamento e a análise dos dados, empregou-se um conjunto de técnicas estatísticas multivariadas. Os resultados indicam que nas classes C, D e E o aumento da chance de uso de serviços de e-gov é fortemente influenciado pela disponibilidade de acesso à internet em casa ou no trabalho (acesso individual), assim como pela maior competência de uso de outros recursos da internet.

Mapping cloud computing in university e-governance system

PurposeThe purpose of this paper is to propose a model to map the on-premise computing system of the university with cloud computing for achieving an effective and reliable university e-governance (e-gov) system.Design/methodology/approachThe proposed model incorporates the university’s internal e-gov system with cloud computing in order to achieve better reliability, accessibility and availability of e-gov services while keeping the recurring expenditure low. This model has been implemented (and tested on a university e-gov system) in the University of Kashmir (UOK); case study of this implementation has been chosen as the research methodology to discuss and demonstrate the proposed model.FindingsAccording to the results based on practical implementation, the proposed model is ideal for e-governed systems as it provided adequate cost savings and high availability (HA) with operational ease, apart from continuing to have the necessary security in place to maintain confidential information such as student details, grades, etc.Practical implicationsThe implication of this study is to achieve HA and to reduce the cost from using external clouds, mapping internal IT servers of the university with the external cloud computing services.Originality/valueBecause no established mapping model for universities has been provided for effective, low-cost, highly available university e-gov system, the proposed mapping model through this paper closes this gap and provides guidelines to implement a hybrid-mapped e-gov model for universities while keeping the recurring expenditure on cloud computing minimal. The paper provides the perceptions of its adoption at UOK for achieving high reliability, accessibility and uptime of its e-gov applications while keeping the recurring expenditure on cloud computing minimal.

Qualitative approach to determine user experience of e-government services

E-government (E-Gov1) services provide new opportunities to citizens by allowing them to use government services (paying electricity bill, e-filing, e-ticketing, get information about government policies & schemes etc.) anytime from anywhere irrespective of geographical location and releases citizens bound by government official hours. Experience plays an important role to change users' intention to adopt, that impacts their behavior and attitude too. The aim of this study was to investigate how citizens experience e-Gov services and how that experience influences their behavior. The study also investigates how users value e-Gov services. The study has used a qualitative approach involving 31 citizens of India, where e-Gov services are still at an early stage. The findings highlight the extent to which citizens are moving from traditional ways of using government services to using it electronically. The study also takes into account the effect of these technological innovations in government settings from a participant's perspective. The implications for researchers and practitioners are then discussed, with emphasis on government need to develop competent e-Gov services.

Understanding eService strategies in countries with different level of instability: comparative study

The implementation of eGov initiatives requires a robust strategic planning to succeed. Its successfulness can be full, partial or can result in failure. The gap between strategy and implementation determines to what extent the process of the initiative has developed. The smaller the gap between strategy and reality means that more activities have been implemented successfully. In our study we undertake a comparison of eGov strategies among countries at different levels of instability. It highlights the different approaches for implementing activities, and thus directs policy makers in highly unstable societies to important aspects and to embrace gaps during the implementation process. Consequently, the lessons learned by adopting best practice from different contexts enhances the process of activities’ development in an unstable environment. Our aim is to emphasise the factors that influenced strategic planning in societies with different levels of stability to adopt eService successfully. This comparison study explores the eService strategies among three cases namely: eGov Strategy in Syria, Saudi Arabia and the United Arab Emirates. Although the three cases are different in their levels of instability, they have geographical, cultural and demographic similarities that make them the perfect choices for our study. The comparison sources are based on the information available from government reports and documents, related online publications, portals, and United Nations’ reports, surveys and statistics. The result reveals the approaches that each government had adopted in order to reach their eGov potential. We apply the Reinventing Government approach by Osborne and Gaebler (1992) as a theoretical framework. By using their ten principles of transforming governments this provides understanding about the context and issues of providing eGov services within the three case studies and to what degree each case strategy has influence on the activities implemented. Article DOI : 10.5958/2347-6869.2017.00015.2