Electronic Service Delivery Research Articles

Electronic Consultation and Service Delivery in Selected Public Hospitals in Kenya

Electronic Consultation and Service Delivery in Selected Public Hospitals in Kenya

Analisis Pelayanan Publik Berbasis Inovasi (E-Government) di Kantor Wilayah Kementrian Agama Provinsi Gorontalo

This study aims to analyze how public service based on innovation (E- Government) is implemented at the Regional Office of the Ministry of Religious Affairs of Gorontalo Province, focusing on 1) support, 2) capacity, and 3) benefits. To achieve this objective, qualitative methods were used, with descriptive data analysis. Data collection techniques included observation, interviews, and documentation, employing qualitative descriptive analysis. The findings indicate that the E-Government-based public service innovation carried out by the Regional Office of the Ministry of Religious Affairs of Gorontalo Province involves: 1) support in the form of training for staff on system usage and community outreach to ensure understanding of the SISKOHAT system. Additionally, coordination with system developers was conducted to improve and update the application according to user needs. 2) Capacity refers to several IT tools and systems that support electronic public services; however, frequent technical issues, such as system disruptions or hardware limitations, hinder electronic service delivery. 3) The benefits of SISKOHAT include efficient and integrated management of congregation data, which enhances service delivery to congregants by providing more accurate information.

Electronic Governance and Service Delivery in Abia State University Uturu Nigeria – The nexus: Interrogating the Praxis and prospects

The study interrogates the nexus between electronic governance and improved performance in Abia State University Uturu.. The study adopted sample survey research design, while tables, mean and regression analysis were used as analytical technique for the study. The study revealed among others that electronic administration has significant effect on the performance of Abia State University, electronic registration significantly effects academic excellence of Abia State University and electronic administration has significant effect on the performance of Abia State University. The study recommends that Abia State University should improve on the current ICT infrastructure and strategy, and continue to improve on its internet access and digital divide among staff in order to continue achieving their organizational goals which will engender sustainability. Given the strategic role of ICT in the 21st century administration, Abia State University should continue to expand windows of opportunities that ICT provides in its drive to further enhance employees’ performance (by acquiring new skills, knowledge and abilities) that will invariably improve workers’ performance and organizational success.

E-governance under the framework of open governance in Georgia: current situation, problems and opportunities

PurposeThe paper explores how local authorities, particularly under the Open Government Partnership (OGP), respond to e-governance challenges in Georgia.Design/methodology/approachA weighted scoring system is adopted to assess e-governance in six OGP local authorities (Akhaltsikhe, Khoni, Kutaisi, Ozurgeti, Rustavi, and Tbilisi) in four areas, including access to information, digital service delivery, data management, and citizen engagement. Moreover, website analysis with a focus on transparency and citizen engagement supplements the evaluation.FindingsThe findings illustrate that the six local authorities have made certain accomplishments in e-governance and taken steps towards open government; however, these efforts lack coordination and systematic planning. Tbilisi embraces open governance principles with comprehensive action plans, strong transparency commitment, and engaging digital platforms. Kutaisi demonstrates notable progress with user-friendly digital platforms and a streamlined open data portal, emphasizing transparency. Rustavi shows significant development in digital service delivery and citizen engagement and a reputation as a transparent local government. Akhaltsikhe faces challenges in electronic service delivery and citizen engagement. Ozurgeti also encounters obstacles in information disclosure and electronic service delivery, while Khoni lags in information accessibility and citizen engagement.Originality/valueThis research is novel in studying the level of e-government among OGP local members in Georgia by a scoring system. The analysis will empower the government to proactively modify and adjust the situation on a regional scale, aligning with the challenges inherent in the country’s unique experiences.

Cloud Enabled e-Banking Payment Security Implementation using Blockchain Technology

Cloud computing has revolutionized the banking industry by offering flexible and flexible products for the delivery of electronic banking services. However, due to the sensitivity of the central authority, ensuring the security of online transaction is still a critical issue. In this context, blockchain technology is promising by offering decentralization, transferability and cryptographic security. This article presents a new way to increase the security of electronic banking payments by combining blockchain technology with cloud computing. The system plans to use the cloud to host business applications and services, and use blockchain to securely record and verify transactions. Smart contracts are used to streamline the payment process and manage transactions, providing transparency and trust. Additionally, encryption technology is used to encrypt sensitive information and protect the user's identity. Using this solution provides many benefits, including improving the security, transparency and efficiency of electronic banking. Research articles and experimental results demonstrate the effectiveness and applicability of the proposed process in real life. Overall, the integration of blockchain technology with cloud banking provides a solution to solve security issues and increase the reliability of online payments.

Electronic public service delivery: progress and challenges in Bangladesh

PurposeThe paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.Design/methodology/approachThe paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.FindingsElectronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.Originality/valueThe paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.

Electronic Administration and Service Delivery in Akwa Ibom State Ministry of Justice, Nigeria

In recent years, globalization has led to the development and transfer of technology for advancement and ease in the way tasks are executed. This has spread to all facets of society and the Civil Service, which is the executive machinery of the government, is not left out. This paper, therefore, examines the relationship between e-administration and service delivery in Nigeria with a focus onthe Akwa Ibom State Ministry of Justice. The purpose was to determine the extent to which e-administrative infrastructures enhance speed and quality in service delivery in the Ministry. The study adopts the survey design with 159 staff in the Akwa Ibom State Ministry of Justice and the judiciary randomly selected and administered questionnaires. Using the Simple Linear Regression Analysis, it was discovered thatthe use of e-administrative infrastructures for service delivery in the Akwa Ibom State Ministry of Justice is low. As a result, e-administrative infrastructure does not enhance the speed and quality of service delivery in the Akwa Ibom State Ministry of Justice. The study recommends that policy measures that are commensurate with modern technologies should be adopted by the State for effective service delivery in the Ministry and the Civil Service in general

The Significance of Electronic Banking Service Delivery Practice That Affect the Sustainability of Customer Expectations: The Case of CBE Negele & Liban Town

The Significance of Electronic Banking Service Delivery Practice That Affect the Sustainability of Customer Expectations: The Case of CBE Negele & Liban Town

Factors influencing electronic human resource management implementation in public organisations in an emerging economy: An empirical study

Purpose: Governments in developing countries are riddled with operational inefficiencies. Many have turned to electronic service delivery to address these operational problems. With coronavirus disease 2019 (COVID-19) pandemic, the push for digitalisation has only got stronger. We use the technology acceptance model (TAM) and innovation diffusion model (IDM) to investigate the factors that influence the implementation of electronic human resource management (e-HRM) in selected public organisations in an emerging economy.Design/methodology/approach: Data were collected from key informants composed of human resource (HR) officers, supervisors, line managers and sections of employees in selected public sector organisations. The data were analysed using hierarchical regression techniques.Findings/results: The various dimensions of TAM and IDM were found to contribute to the implementation of e-HRM in public organisations significantly. Specifically, perceived simplicity of usage, perceived usefulness, self-efficacy, compatibility and facilitating conditions showed significant positive effects on e-HRM implementation intentions. Furthermore, compatibility and perceived ease of use significantly predicted perceived usefulness of e-HRM.Practical implications: The influence of the dimensions of TAM and IDM in e-HRM implementation intentions in public institutions in this study dictates that governments in developing nations need to pay attention to both technology features and employee’s technology capabilities to ensure smooth digitalisation of government business.Originality/value: The integration of TAM and IDM in assessing e-HRM implementation in a developing nation enriches e-government and HR management literature.

Performance evaluation of e-service delivery of union digital centers at the local level using composite indexing method: A study of Batiaghata upazilla in Khulna district

Bangladesh is a developing country such a huge population, most of whom reside in rural areas. All around the country, Union Digital Centers (UDCs) have been established to offer public and private e-services to all inhabitants. It seems appropriate to do study on assessing the performance of e-service delivery after a number of years have passed since the founding of the UDCs. The study area has been determined to be the Batiaghata union and Jalma union under the Batiaghata Upazilla. This study tried to evaluate the performance of e-service delivery of UDCs and compare the performance of e-services of Jalma union and Batiaghata union of Batiaghata Upazilla. Three major components such as service functionality, availability and, quality and efficiency have been considered in this study. To evaluate the performance of delivery of electronic services of these centers, the Composite Indexing Method was used. The results showed that e-services of both unions are virtually as effective and of moderate quality. There was a striking contrast between the two unions when the availability aspect of e-service delivery was taken into account (about 48.96% in Jalma UDC and 38.70% in Batiaghata UDC). On the other hand, both unions’ scores for service functionality were the lowest amount in practical. Overall, e-service functions of Jalma Union Digital Center were comparatively better than those of Batiaghata Union Digital Center which is 47.03% and 37.5% respectively. The study also suggested that the UDCs of two unions’ current e-service delivery scenario strongly need to future advancement in the provision of creative services based on the requirement for upgradeable technological knowledge in the most satisfactory manners.

Development of e-government in the field of social services and benefits: Evidence from Romania

This paper investigates from a comparative perspective the development of e-government in the field of social services and benefits for the case of Romania. The analysis takes into account the global context of the COVID-19 pandemic, where there has been an increased usage of ICT technology and new circumstances for delivering social services. Therefore, the analysis will examine whether there has been an impetus for developing e-government social services in Romania. Research questions address whether there is a difference in the availability of electronic delivery of social services and benefits during the pandemic period and examine potential differences between types of services and benefits, counties/regions and types of institutions (central, regional/county, local – mayoralties/urban and rural municipalities). Additionally, informative procedures available in 2021 are examined. The analysis revealed that there is no standardized set of available electronic procedures from similar institutions. The most eloquent case is the one of deconcentrated institutions, County Agencies for Payments and Social Inspection, which are subordinated to the same central level institution – Ministry of Labor. However, the study outlines a development on the total number of available procedures for social services and benefits. Significant improvements are needed to standardize the same procedures from different institutions, irrespective of their type of affiliated territory.

Intergrated Financial Management Information Systems and Procurement Performance of Taita Taveta County Government, Kenya

The overall goal of this research is to investigate Integrated Financial Management Information Systems as well as procurement performance of Taita Taveta County Government. The research sought to evaluate the effect of electronic service delivery, information sharing, supplier involvement as well as e-budget allocation at Taita Taveta County Government. The research was underpinned by the following theories, the instrumental theory, resource-based theory, diffusion of innovations theory as well as system theory. The research adopted an evocative research design since it gives a perfect result as well as the physiognomies allied with it at an explicit point in time. The target population for the research was 97 respondents that gave the sample size of 78 respondents. The research adopted census method to select the respondents from the population. The study obtained primary data through a structured questionnaire. The researcher gave out the questionnaires and pick them later as a data gathering method. The study revealed that electronic service delivery has a significant influence on procurement performance (β=0.544; p<0.05). Similarly, it was established that information sharing significantly predict procurement performance (β=0.181; p<0.05). The study notably established that supplier involvement and e-budget allocation significantly predict procurement performance (β=0.176; and β=0.295) respectively. The study concludes that by boosting electronic service elements including service speed, efficacy, and financial reporting time, procurement performance would be improved. Moreover, by enhancing factors like information security, fraud detection, and reaction time, IMFIS sharing information enhances the delivery of products and results and significantly boosts the effectiveness of the procurement process. Besides, accountability and effectiveness are promoted at the county governments through the implementation of the IFMIS project, which involves suppliers in all

Fee-based electronic information services and effective service delivery by federal university libraries in Nigeria

The study investigated fee-based electronic information services offered in Nigerian federal university libraries, their effects on library services, challenges faced by libraries that implemented the services and possible solutions to address the challenges. A descriptive survey research design using stratified random sampling was used for the study. The population of the study was Nigerian federal university libraries. The population size for the study is 116. Using Krejcie and Morgan’s table, a total of ninety-two (92) professional librarians were sampled. Google form was used for data collection. Out of 92, 87 (80.04%) librarians responded to the questionnaire. The results obtained from the analysis were presented in tables using frequency and the mean by Statistical Package for the Social Sciences (SPSS, version 25). The findings of the study revealed that the only university of Lagos in federal university libraries that partially implemented two services (internet access and laptop lending). The research also revealed that in the university of Lagos, the services enable the library to generate more income, it increases library users’ patronage among others. The challenges faced by the University of Lagos while rendering the fee-based services include poor planning, the problem of pricing policy and negative perception of fee-based services by the patrons among others. The study concluded that Nigerian federal university libraries have not yet implemented fee-based electronic information services to their full course. The study recommended among others that seminars and conferences should be organized to enlighten the stakeholders of Nigerian federal university libraries on the benefits of fee-based electronic information services for effective library service delivery.

Edge-cloud resource federation for sustainable cities

As cloud computing becomes the dominant mechanism for delivery of electronic services, significant recent effort has focused on certifying cloud services to ensure their compliance with security and privacy standards (such as GDPR). Assessing the benefit of using a particular cloud service, especially if such a service is being offered by providers that may be new to the cloud marketplace, remains a challenge. Cloud Security Alliance (CSA) provides a certification approach that associates a ranking to providers based on their capability assessment using a “cloud control matrix”. A provider can make a self-assessment, or an assessment can be undertaken by a third party. The intention is to increase user trust in a provider based on their rating using this methodology. This work investigates whether a similar certification methodology can be applied to edge resources, especially if these edge resources are combined with cloud services in a “smart cities” context. Can a CSA-like approach also be used to increase trust in use of edge resources? How would the CSA methodology need to change to support this type of assessment, and how useful is such an approach likely to be in practice? We propose a risk assessment methodology that can be used to address these concerns, and evaluate it in a practical application using both edge and cloud computing resources. • “ Smartainability ” - a strategy to assess how sustainable smart cities are as a result of smart technology. • Smart services must ensure their compliance with security and privacy standards (such as GDPR). • Cloud-Edge-IoT resources differ in their capability, security and availability profiles — making reliance on them risk prone. • Trust can be established across an ensemble of “smart” devices and clouds to support “risk-informed” interventions.

Simpy Simulation of Patient Priority-Based Cloud Healthcare System

The recent outbreak of Coronavirus (COVID-19) has exposed the enormous scope of upgradation of our current healthcare facilities. People were forced to isolate themselves from others mainly to break the chain of virus transmission within society. Unfortunately, the patients, who were remotely located, could not even avail of healthcare facilities due to insufficient logistic and workforce support. This incident had led to the untimely death of many covid and non-covid patients, whose lives could have been saved with the timely delivery of healthcare facilities. As a result, we have realized the importance of prompt delivery of healthcare services to patients through a secured and virtual medium like the cloud. For this purpose, the authors have proposed a Healthcare Integrated Development Environment, where patients may avail multivariate healthcare facilities using a smart card-based single-window interface, namely, Multipurpose Electronic Card. Considering the installation and maintenance cost of a cloud-based electronic service delivery system, it would be a better idea to simulate its performance to verify its output gained with reference to the investment of resources. To achieve this objective, in this paper, the authors have performed an open-source Simpy library-based simulation of Cloud Healthcare System using Multipurpose Electronic Card.

An Assessment of Students’ Satisfaction with the Quality of Library Electronic Information Services during COVID-19 Pandemic at Selected Universities, Kenya

The study assessed students’ satisfaction with the quality of library electronic information services during covid 19 pandemic at selected universities in Kenya. The study utilized a quantitative research design. A self-administered questionnaire with a five-point Likert-type scale was used to collect data from 360 undergraduate students from two selected universities in Kenya with a study population of 12000 undergraduate students. Data analyses were done using descriptive statistics, simple linear regression and partial correlation. The hypotheses were tested at 0.05 confidence level. The study findings demonstrate a significant positive relationship between SERVQUAL guided library electronic service delivery and student satisfaction, which means that an increase in electronic service quality will lead to an increase in customer satisfaction. The live chat service received a negative score but overall, electronic library services received a positive score which is an indication that library users appreciate the value of the electronic library services for their academic activities. The study identified smartphone as the most popular devise used to access electronic information services with 92% of the respondents using the device, the findings demonstrate the active role that smartphones are playing in formal learning and the various benefits students gain from smartphones. The study recommends design of mobile friendly library websites, transcription of the chart service to identify the frequently asked queries then create Frequently Asked Questions (FAQ) feature on the library website to help respond to the information needs of the users more quickly and incase the FAQ page already exist explore ways in which the FAQ page could be automatically linked to users following each chat request. The study also recommends integration of information literacy training with the regular curriculum. The findings of this study may be used by educational institutions to enhance the role of libraries in distance and online education.

Integrative Review of Literature on Competitive Intelligence as a Catalyst for Enhanced and Electronic Library Service Delivery

Integrative Review of Literature on Competitive Intelligence as a Catalyst for Enhanced and Electronic Library Service Delivery

Digital India: Opportunities and Challenges including in Context of COVID-19

Abstract: Digital India is an umbrella programme that covers multiple Government Ministries and Departments. It is an effort to weave a large number of ideas and thoughts into a single, comprehensive vision so that each of them can be implemented as part of a larger goal. Digital India is to be implemented by the entire Government with overall coordination being done by the Department of Electronics and Information Technology (DeitY). It provides the much needed thrust to the nine pillars of growth areas, namely Broadband Highways, Universal Access to Mobile Connectivity, Public Internet Access Programme, eGovernance: Reforming Government through Technology, e-Kranti - Electronic Delivery of Services, Information for All, Electronics Manufacturing, IT for Jobs and Early Harvest Programmes. A number of digital health initiatives have also been rolled out under the programme, including in context of COVID-19 and pandemic response. A comprehensive real-time based IT platform ‘COVID India Portal’ has been launched in March 2020 in response to COVID -19 pandemic, for monitoring the situation, preparedness and management to control the COVID in the country.

Legal regulation of the administration of taxes and сharges in the conditions of construction of the digital economy: discussion aspects

Problem setting. Digital technologies are one of the most current trends, with the help of which new models of interaction between the state, business and citizens are being formed. New methods of doing business involve constant work with data, which entails significant changes in traditional sectors of the economy. It should be emphasized that the development of digital processes leads to a significant increase in financial flows that are outside the scope of legal regulation. It seems that in order to adapt to the challenges of digital technologies, there is a need to develop its own (national) digital ecosystem, which will cover the field of tax regulation. Analysis of recent research. The study of some aspects of digitalization in the field of taxation has been the subject of scientific research by such scholars as O. Dmytryk, M. Kucheryavenko, D. Kobylnik, V. Ryadinska, K. Tokarіeva, and others. At the same time, the above direction is developing rapidly, and this in turn requires appropriate timely regulation and reflection in the law. In view of the above, the purpose of the article is to analyze the legal regulation of taxation in the digital economy. Article’s main body. The article discusses the features of legal regulation of the sphere of taxation in the conditions of building a digital economy. It was emphasized that the introduction of digital technologies into tax regulation has both positive (implementation of the principle of taxation convenience, the formation of a service model of interaction between authorities and obligated participants in tax relations) and negative aspects (fragmentary legal regulation, the need to implement mechanisms for protecting tax information included in the corresponding electronic services, bases). Based on the analysis of a number of acts of promising legislation of Ukraine: the introduction of a special legal (including tax) regime of Diya City was subjected to a critical analysis; the legislator's approach to the regulation of taxation relations for the delivery of electronic services to individuals by non-residents was positively assessed. Conclusions and prospects for the development. The formation of a service model of the tax authorities provides for even broader interaction of tax authorities with taxpayers in electronic form. It should be noted that the interaction of taxpayers with the tax authorities through "digital channels" can be both positive and negative, which largely depends on the ease of use of the service (thus increasing the convenience and efficiency of interaction between taxpayers). In addition, the analysis of the legal regulation of taxation in the digital economy in Ukraine indicates the need for comprehensive development of effective mechanisms for each specific tax (or even legal regime) and data protection mechanisms provided by the subjects of tax relations to the relevant electronic databases, registers, offices, etc.

Legal regulation of the administration of taxes and сharges in the conditions of construction of the digital economy: discussion aspects

Problem setting. Digital technologies are one of the most current trends, with the help of which new models of interaction between the state, business and citizens are being formed. New methods of doing business involve constant work with data, which entails significant changes in traditional sectors of the economy. It should be emphasized that the development of digital processes leads to a significant increase in financial flows that are outside the scope of legal regulation. It seems that in order to adapt to the challenges of digital technologies, there is a need to develop its own (national) digital ecosystem, which will cover the field of tax regulation. Analysis of recent research. The study of some aspects of digitalization in the field of taxation has been the subject of scientific research by such scholars as O. Dmytryk, M. Kucheryavenko, D. Kobylnik, V. Ryadinska, K. Tokarіeva, and others. At the same time, the above direction is developing rapidly, and this in turn requires appropriate timely regulation and reflection in the law. In view of the above, the purpose of the article is to analyze the legal regulation of taxation in the digital economy. Article’s main body. The article discusses the features of legal regulation of the sphere of taxation in the conditions of building a digital economy. It was emphasized that the introduction of digital technologies into tax regulation has both positive (implementation of the principle of taxation convenience, the formation of a service model of interaction between authorities and obligated participants in tax relations) and negative aspects (fragmentary legal regulation, the need to implement mechanisms for protecting tax information included in the corresponding electronic services, bases). Based on the analysis of a number of acts of promising legislation of Ukraine: the introduction of a special legal (including tax) regime of Diya City was subjected to a critical analysis; the legislator's approach to the regulation of taxation relations for the delivery of electronic services to individuals by non-residents was positively assessed. Conclusions and prospects for the development. The formation of a service model of the tax authorities provides for even broader interaction of tax authorities with taxpayers in electronic form. It should be noted that the interaction of taxpayers with the tax authorities through "digital channels" can be both positive and negative, which largely depends on the ease of use of the service (thus increasing the convenience and efficiency of interaction between taxpayers). In addition, the analysis of the legal regulation of taxation in the digital economy in Ukraine indicates the need for comprehensive development of effective mechanisms for each specific tax (or even legal regime) and data protection mechanisms provided by the subjects of tax relations to the relevant electronic databases, registers, offices, etc.