E-government Context Research Articles

Should government chatbots behave like civil servants? The effect of chatbot identity characteristics on citizen experience

Government chatbots are naturally imparted the identity of civil service agents, because they replace human civil servants in providing services on the frontline. However, little is known about whether government chatbots should present key characteristics consistent with their identity. Based on Computers Are Social Actors (CASA) theory and the stereotype content model (SCM), this study explored the effect of various identity characteristics on citizens' experiences in Chinese government chatbots. Valid data were obtained from 705 respondents and analysed using structural equation model, we found that manners, proactivity, conscientiousness, fairness, and professionalisation significantly influence the citizens' experiences, and that task-oriented language style has a negative effect. These effects are partly mediated by perceptions of warmth and competence. These findings contribute theoretically to the literature on chatbot identity and provide implications for incorporating chatbots into the design of e-government context.

A Knowledg Graph Model for e-Government

Many governments around the world have invested huge amount of resource to build their e- Government capabilities, to meet government objectives of effective public service delivery and citizens engagement. The increase in size of an e-Government landscape has led to the increase in complexity of the infrastructure. This increasing complex infrastructure presents a challenge for governments to continue to meet its objectives. Knowledge Graph (KG), a constituent AI technology, has shown a lot of promise in helping governments meet its objectives in the midst of the complexity. A major aspect of this complexity is the need to maintain a single view of the world, in the form of a unified meaning of data, within a given e-Government instance, given the heterogeneity in data models used in the different departments within an e-Government instance. In this paper, we present a unique perspective in addressing the problem of deriving semantic meaning from disparate data in an e-Government context, using KG. Our aim is to advance the objectives of effective service delivery and citizens engagement in a complex e- Government instance. We focus on creating a data- centric architectural model that is single, simple and extensible, based on KG. We create a functional model based on architectural view and viewpoints from standards such as The Open Group Architectural Framework (TOGAF). The functional model highlights the various components that underpin the functions. We have developed our model within the context of a Design Science Research (DSR) approach, and we provide evaluation of same model within that context. An e- Government KG model guides the development of KG solutions in e-Government, in order to achieve the e- Government enterprise goals of effective service delivery and citizens engagement.

A Knowledge Graph Service Composition Model for E-Government

In an era of Artificial Intelligence (AI), governments around the world are advancing their digital footprints, and using AI to achieving their objectives of effective and efficient public service delivery and citizens engagement. Knowledge Graph (KG), a constituent AI technology, has proven to be the means through which a government can use to manage the complexity of an e-Government instance, and realize its objective. One area in e-Government that KG is used to address, is the challenge of automated composition of web services, where web services are created and maintained by one government department, but is used by another, in an integrated and interoperable manner. Service composition is the combination of two or more web services to create a composite service in order to accomplish a task. In this paper, we present a KG-based approach for automatically composing web services in an e-Government context. Our aim is to advance the e-Government objective of effective and efficient public service delivery and citizens engagement, given a complex e-Government. We focus on creating a Service Dependency Graph (SDG), which captures the semantic relationships between the services, and we further describe the services with QoS characteristics, and then we create a weighted graph based on these two descriptions. We then adapted the Uniform Cost Search algorithm to find the shortest path between a start node and a goal node. We implement our algorithm, and carried-out experiments to obtain execution times, and we compared our results with benchmark results of comparable experimental setup. The difference in execution times of the service composition task is dependent on factors such as the design of the composition model, the complexity of the composition graph, and the hardware and software environments. Our research approach affords us the means to analyze and design our model; and validate and evaluate our work. Our model and the development approach help to achieve the e-Government goals of efficient and effective service delivery and citizens engagement.

Emerging trends in social media for E-governance and citizen engagement: A case study of telegram in Cambodia

This study employs a quantitative research approach to explore the impact of perceived ease of use and perceived usefulness on citizen engagement in Cambodian public governance using the Telegram platform. The study further investigates the mediating role of public value creation in this relationship. Utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM), the study validates six hypotheses by surveying 290 Cambodian Telegram users engaged in public governance activities. The findings reveal that perceived ease of use and usefulness significantly and positively influence citizen engagement. Moreover, public value creation serves as a mediating factor in these relationships. The study offers empirical evidence supporting the Technology Acceptance Model (TAM) within the unique context of e-governance in a developing nation. The results provide crucial insights for policymakers and public administrators in Cambodia, emphasizing the need to prioritize user-friendly and valuable digital platforms for effective citizen engagement. Limitations and directions for future research are also discussed.

Enhancing Reliability of IoT Adoption in E-Government: A Conceptual Framework

The integration of the Internet of Things (IoT) in the e-Government domain has the potential to revolutionize public service delivery, improve efficiency, and enhance citizen engagement. However, the reliability of IoT systems in e-Government remains a critical concern. This conceptual paper proposes a framework that addresses the challenges associated with ensuring the reliability of IoT adoption in e-Government. The framework takes into account technological, organizational, and governance factors to enhance the trustworthiness, security, and resilience of IoT-enabled e-Government systems. The proposed conceptual framework contributes to the existing body of knowledge by providing a holistic approach to enhance the reliability of IoT adoption in the e-Government context.

Responsive E-government in China: A way of gaining public support

A growing body of research suggests that officials in China are highly responsive to citizens' requests on e-government platforms. However, our understanding of the effects of such responsiveness in China remains limited due to the lack of research from a citizen perspective. By conducting two online survey experiments involving 205 residents of Hubei Province, China, we examined the features of government responses in the e-government context that affect citizens' perceptions of government performance. The findings show that even a delayed and unhelpful response can have a positive impact on citizens' satisfaction with the government. This effect is mediated by the level of perceived government responsiveness. Moreover, citizens are affected more by the usefulness than by the timeliness of the government's responses. These results suggest that by combining the broad implementation of e-government with a higher response quality, the Chinese government can establish a new means of gaining public support.

A perspective review on the policy, practice and challenges of embracing e-governance in Uganda

Purpose: Regarding the efficacy of e-governance in a developmental state, the central demand is whether the policy and practice of e-governance has, as espoused and executed, been effective in Uganda? In a bid to address this touchy demand, it would at the outset be indispensable to develop some cognizance of the anatomy and challenges hindering its efficacy in developmental governance. E-governance policy, as a universal idea of modern governments encapsulate a system by facilitating the numerous functions and activities of Ministries, Departments and Agencies. This article wishes to evaluate a selection of functions, in the public sector, that encountered a digital migration to e-governance in terms of their effectiveness as developmental state functions.
 Methodology: This study was entirely based on a review of literature on e-governance covering specific aspects of policy and practice in Uganda, the region and other places outside the continent.
 Findings and unique contribution to theory, policy and practice: This study offers the policy context of e-governance along with debates on the effectiveness of selected functions in a developmental state. The article centres on the efficacy of e-governance operation within a rather multifaceted environment. Consequently, the authors suggest that research on e-governance can be embraced as a means, by government, to improve both the policy and practices at both central government and local government levels.

The effects of trust on behavioral intention and use behavior within e-government contexts

As electronic transactions between governments and users become increasingly common, the role of users’ trust in e-government assumes considerable importance. While prior models of technology acceptance have identified several factors that influence behavioral intention and use behavior, trust has largely been missing in such models. This study incorporates e-government trust into the unified theory of acceptance and use of technology (UTAUT) model and conducts an empirical analysis using meta-analytic structural equation modeling (MASEM) methods on findings gathered from 90 prior studies on e-government. Results show that trust plays a central role in users’ intention to use and use of e-government systems. Specifically, in e-government contexts, trust is impacted by performance expectancy, effort expectancy, social influence, and facilitating conditions; has a direct effect on system use; and an indirect effect on system use through behavioral intention. Practitioners should strive to leverage users’ trust to leverage the full potential of e-government systems.

E-governance to Smart-Governance in Developing Countries Creating a digital path for realizing SDGs using Cloud computing, Big Data and Data Mining Technologies

ABSTRACT The emerging technologies of today are contributing to the exponential amount of data all around us. This data characterized by Velocity, Volume, Value, Variety, and Veracity(5V) in literature. This has led to a phenomenon called the Data Revolution as a result of the value that can be gleaned from the data available. The area of government where ICT capabilities are harnessed to enable governments realize its goal of public service delivery is described as e-governance. The e-governance context cannot be left out in this revolution especially in decision making. However, the vast amount of data produced by government in the public sector has not been fully harnessed decision making and planning efforts as the politician’s knowledge is mostly preferred. This proposed PhD study seeks to investigate the use of emerging technologies like cloud computing, Big Data, Knowledge Discovery in Databases (KDD) process in Data mining to create a digital path for the realization of the Sustainable Development Goals(SDGs) especially in developing countries. Automating decision support system in the public services via smart technologies and algorithms is envisaged. Keywords: Cloud Computing, E-governance, Big Data, analytics, SDGs

Adaptability among e-governance projects in India: extending the adaptive capacity wheel framework

Lack of adaptability has been identified as a major roadblock in the success of e-Governance projects. The current research explores existing literature from strategic management and e-Governance to reconceptualise adaptability which is operationalised as adaptive capacity building based on the adaptive capacity wheel framework. We analyse adaptive capacity across four major e-Governance G2C projects in India by utilising secondary data sources and interpretive qualitative analysis across four case studies. Indicators of adaptive capacity were identified and further developed to present an expansive operationalisation of the dimensions of adaptive capacity. It is posited that adaptive capacity comprises multiple capabilities: ability to conceptualise a problem across multiple stakeholders, ability to learn, ability to sense and monitor the projects, ability to reconfigure, and ability to control costs of the project. We also cross-compare our results through a fuzzy AHP approach. The study contributes to both theory and practice by presenting an integrative approach to adaptability in an e-Governance context.

Exploring data-in-use: the value of data for Local Government

The power of data to support digital transformation within the context of e-Government is frequently underestimated. In this exploratory research, we develop a conceptual framework where the value of data stems from how it is used. We claim that the impact of digital transformation in the public sector presupposes an organisational culture that recognises and values data-in-use, by which is meant the practical application of data for a specific purpose, particularly by staff who deliver services. Through the lens of two ‘worldviews’ of data sharing, we present case studies of data use in two local authorities in Scotland. We claim that developing a culture where data is leveraged to derive insights for organisational activity requires combining working practices and technical infrastructure that centre on co-creating value with data. The presence of data intermediaries can support effective data-in-use to establish a healthy internal data ecosystem. Our research illustrates that local authorities within Scotland are still at an early stage of developing this culture.

Managing job applications online: integrating website informativeness and compatibility in theory of planned behaviour and technology acceptance model

Governmental jobs in India are the most desirable choice that demand effective and transparent public administration for better government–citizen relationships. This study integrates technology acceptance model and theory of planned behaviour as conceptual framework to explain the adoption of online job application system in Indian e-government context. Website’s ability provides accurate information to facilitate job application online and more specifically the degree of fit applicants perceive between online behaviour and traditional behaviour is notable in influencing acceptance of such systems. Data were collected personally from usable response of 443 respondents in Gujarat, India, using intercept survey. The data were analysed through structural equation modelling. Findings revealed that combined TPB–TAM model with website informativeness and compatibility provided an empirical confirmation in explaining online job application system.

Adoption of social networks as web 2.0 citizen engagement tool in the local eGovernment context

Adoption of social networks as web 2.0 citizen engagement tool in the local eGovernment context

Adoption of social networks as Web 2.0 citizen engagement tool in the local e-government context

Information and communication technology (ICT) in public administration is typically used for the purpose of e-government service implementation that provides strengthening of certain democratic functions. Recognising this, most of local government institutions (LGI) utilise ICT for services implementations and building relationship with stakeholders and citizens, allowing the adoption of Web 2.0 tools as platforms for promoting the public dialogue and participation in decision and policy making. This paper explores the e-participation implementation through usage of Web 2.0 tools in context of Kosovo LGIs from perspective of usage practices and potential relationships with citizen engagement. We have argued that the LGI online activity is an important factor influencing citizen engagement. Different set of metrics were examined to obtain relevant dimensions of citizens' reactivity and dialogue engagement. The analysis has not shown any significant correlation between the LGI activity and overall citizen engagement level. Implications and importance of those findings are discussed.

Conceptualizing the Role of Data Analytics and Technology in E-Governance

Big Data in the current context is an asset for any government body as it helps in efficient and effective governance with the help of technology so as to create and build a citizen centric approach. As digitization has become an integral part of everyday life, data collection has resulted in the accumulation of huge amounts of data that can be used in various beneficial application domains. Effective analysis and utilization of big data is a key factor for success in many business and service domains. The Government of India initiated a Big Data exercise by collecting data in various forms, namely, PAN card data, voter ID card data, AADHAR data, BPL data, etc., which was meant to pass on the benefits of a specific nature to the beneficiaries. Various schemes have been conceived and implemented by different state and central governments wherein Big Data has been generated and has helped the beneficiaries in different facets of receiving the benefits. The next step of all these smart initiatives and smart data is to logically and correctly use the data for transiting the current policies into the futuristic levels. This paper selectively reviews and analyzes the Indian policy context regarding Big Data, data analytics and the associated technology requirements in the e-governance context.

Collaboration Competency and E-governance Performance

Collaboration is widely practiced and the topic is well researched in corporate sector. However, relatively little research has been conducted on collaboration in e-governance context. Experiences from limited success of e-governance initiatives in India as well as in various other developing countries reflect upon lack of strategic collaboration within and across government organisations. The finding of the study indicates that e-governance users want their concerns to be addressed, while e-governance project implementers struggle with the inter- and intra-organisational collaborations. The National e-Governance Plan (NeGP), 2006 and its subsequent version, i.e., NeGP 2.0 termed as 'e-kranti' component of the Digital India programme of Government of India, has specifically emphasized upon collaboration to effectively unleash e-governance potential. This paper explores the role of collaboration competency in the context of a public organisation through a study of an e-governance project and it also throws light on possible linkage of collaboration competency with e-governance performance.

National COVID-19 health monitoring system: a sustainableglobal and Namibian E-business and E-governance context

COVID-19 is the world’s most destructive recent pandemic that is experienced in every part of the world. Thisdeadly virus affects different people in different ways. Most infected people will develop mild to moderate illnessand recover without hospitalization. COVID-19’s most common symptoms include fever, dryness, and tiredness.It is against this background that in Namibian health environment the country uses a manual system to recordpublic members’ demographic information when visiting public places that do not allow monitoring of every publicmember who visited the 14 regions in the country. Therefore, the present study developed a National COVID-19 health contact monitoring system that allows every public member who visits an enclosed public place bycapturing their demographic information as well as the date and time the facility was visited. The system replacesthe paper-based method of recording the information of people visiting public places with an entrance that allowsthe coming in and going out of people. The system will also allow for real-time monitoring of temperature changesof individuals.

National COVID-19 Health Contact Tracing and Monitoring System: A Sustainable Global and Namibian E-business and E-governance Context

Covid-19 is the destructive world's most recent pandemic that is experienced in every part of the world. This deadly virus affects different people in different ways. Most infected people will develop mild to moderate illness and recover without hospitalisation. Covid-19 most common symptoms include fever, dry and tiredness. It is against this background that in Namibian health environment the country uses a manual system to record public member's demographic information when visiting public places which do not allow tracing and monitoring of every public member who visited the 14 regions in the country. Therefore, the present study developed a National COVID-19 health contact tracing and monitoring system which will allow every public member who visits an enclosed public place by capturing their demographic information as well as the date and time the facility was visited. The system replaces the paper-based method of recording the information of people visiting public places with an entrance that allows the coming in and out of people. The system will also allow for real-time monitoring of temperature changes of individuals.

Service Delivery of Municipalities within the Context of E-Governance and the Factors Affecting Municipality-Citizen Interaction: The Case of Kocaeli Province

Bilgi ve iletişim teknolojilerinin kamu yönetim biçimlerini yakından etkilemesiyle önem kazanmaya başlayan e-yönetişim, kamu kurumları ile paydaşlar arasında yeni iletişim teknolojileri aracılığıyla etkileşime dayanan yurttaş odaklı bir yönetim anlayışıdır. Kamusal hizmet sunumunun yerel düzeydeki en önemli temsilcileri olan belediyeler yeni medya teknolojilerini e-yönetişim kapsamındaki iş süreçlerinde kullanarak daha az maliyetle daha verimli bir çalışma olanağı elde etmekte, kolay, hızlı ve sağlıklı hizmet sağlayabilmekte ve yurttaşlardan farklı konularla ilgili geri bildirim alabilmektedir. Belediyeler ve yurttaşlar için olumlu kazanımlar sağlayan e-yönetişim uygulamalarının her iki tarafa da fayda sağlayacak biçimde geliştirilip sürdürülmesine katkı sunmak amacıyla hizmet sunumu ve karşılıklı etkileşim durumlarına etki eden faktörlerin belirlenmesi gerekmektedir. Bu çalışma; Kocaeli il ve ilçe belediyelerinin yeni medya ortamlarında sunmuş oldukları hizmetleri e-yönetişim çerçevesinde belediye ve yurttaş açısından incelemeye yönelik yapılan TÜBİTAK-117K012 projesine ait araştırmanın kesitsel bir bölümünü yansıtmaktadır. Araştırmada, Kocaeli il ve ilçe belediyelerinin e-yönetişim bağlamında hizmet sunumu ve yurttaşla etkileşimlerine etki eden faktörleri saptamak amacıyla Kocaeli ilinde bulunan 13 belediyede görev yapan 26 katılımcı ile yarı yapılandırılmış derinlemesine görüşmeler gerçekleştirilmiştir. Araştırma sonucunda, belediyelerin e-yönetişim bağlamında yeni medya ortamlarında sağladığı hizmetlerin sunumunu ve belediye-yurttaş etkileşimini etkileyen faktörler arasında teknik alt yapı, gizlilik ve güvenlik, dijital beceri ve bütçe eksikliğine bağlı sorunlar olduğu tespit edilmiş, sonuçlar bu eksende tartışılmıştır.

Електронна идентификация

This theoretical overview aims to analyze the law provisions given in the Electronic Identity Act. The overview also regards the process of gradual transition towards e-Justice within the context of the Bulgarian egovernment.