Local E-government Research Articles

E-government: a citizen relationship marketing analysis (IRPN-D-16-00005)

Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical research, especially in terms of integrated e-government success. Therefore, this contribution focuses on the issue of citizen relationship marketing oriented success factors for e-government from a provider-perspective. Based on the DeLone & McLean information systems success model, the resource-based view, and information control theory, three relevant success factors (information management, service management, and interaction management) are empirically tested in a research model. Finally, the study presents clear findings to academics and professionals and provides straightforward recommendations for the improvement of e-government portals in terms of information, service, and interaction management.

Factors of Local E-Government Development in Poland: The Case of the Poznań Agglomeration

Abstract This paper seeks to analyse factors of e-government development at the local government level in Poland. The analysis proceeded in three stages. In the first, a survey of the literature on the subject was made and a model of factors of e-government development was constructed. In the second, the factors distinguished were operationalised: indicators representing them were constructed. The third stage involved an empirical verification of the model using partial correlation and multiple regression methods; significant factors of e-government development were distinguished at the local government level. The analysis was conducted for a group of 18 communes making up the Poznań agglomeration. It was demonstrated that significant factors of local e-government development in Poland included the level of socio-economic development, inhabitants’ access to ICT, their attitudes and skills, the size of administrative units, attitudes of local authorities and leaders, a vision and a strategy of e-government development, human resources in offices, and the financial situation of a commune.

Assessing and explaining local e-government maturity in the Iberoamerican community

This paper assesses local e-government maturity in the Iberoamerican community. Sixty Andorran, Argentinian, Brazilian, Chilean, Colombian, Costa Rican, Mexican, Portuguese, Spanish, and Uruguayan cities were considered in this study. A demographic criterion was adopted to define the municipalities observed within those countries and a three-dimensional model was used to evaluate each municipal website. Then, we conclude that local e-government still has a substantial room for improvement in the region and that population density is relevant to explain local e-government maturity, albeit only in its intrinsic Information and Participation dimensions.

Local e-government Benchlearning: Impact analysis and applicability to smart cities benchmarking

We claim that local e-services benchmarking studies summarized in indexes do little to enhance city managers’ and academics’ understanding of actual e-government performance, or to improve the e-services offered by cities. We undertook a different benchmarking approach, focused on learning best practices among cities, in late 2008 and early 2009. A benchlearning methodology (BLM) was developed, and a pilot study with 15 European cities was carried out. In this paper, we present the actual impact of the benchmarking study with respect to improvements in services, as the effectiveness of e-government benchmarking has rarely been evaluated. We discuss and analyse the results of a survey carried out in the same 15 cities four years after the pilot study. This paper presents evidence that BLM helped cities to identify good practices that they could learn from, and that some e-services were subsequently improved. The survey reveals that some changes are needed in the benchmarking methodology. The main one is the updating of the BLM bottom-up e-services catalogue, which is deeply discussed within the changing context of Smart Cities, especially the enlargement of the ecosystem of e-services to include citizens, the third sector, entrepreneurs, companies and other actors. A second one is the measurement of the adoption of e-services by citizens, also rarely assessed.

Determinants of Citizen Usage Intentions in e-Government: An Empirical Analysis

Local governments have implemented official websites, making e-Government a holistic access platform for modern public administration service provision. However, academic and managerial knowledge about the success of e-Government remains limited. Given that citizen needs have become a focus of interest, it is reasonable to investigate its success factors from a user-oriented perspective. Existing scientific knowledge does not comprehensively explain the usage intentions of today’s heterogeneous e-Government city portal users. Hence, this study conceptualizes important determinants of local e-Government portals identifying key factors that determine intention to use from a citizen viewpoint.

Local e-government and user satisfaction with city portals – the citizens’ service preference perspective

In the past decade, governments all over the world have incrementally employed E-Government websites to improve public administration efficiency by augmenting the effectiveness, quality, transparency and availability of information and services for their citizens. Despite the increased interest in providing E-Government services, knowledge about the success of E-Government remains limited. In terms of an efficient provision of E-Government services for citizens, a user-oriented approach needs to be considered. In this context, user satisfaction is a crucial factor for the success or failure of E-Government. Hence, a primary challenge for local E-Government city portals is the identification of key factors that determine user satisfaction. Therefore, this study develops a model for user satisfaction of E-Government city portals by applying a mixed method approach. The results of this paper, which are based on binary logistic regression, indicate that integration of downloadable forms, integration of a powerful search function, full online availability of E-Government Services, and Perceived Ease of Use positively influence user satisfaction with E-Government city portals.

Usability in Local E-Government

Social media use is on the rise throughout the world. Influenced by this trend, governments of all levels and sizes are establishing their social media (like Facebook) presence due to the communication and interaction capabilities that such a presence brings. This study examines and explains the social media presence of Turkish local governments from a usability perspective. Usability studies provide governments with important empirical data about the citizens'/users' view/perception of the efficiency, effectiveness and satisfaction of web-based content. Consequently, there is a need for usability testing of government social media services.The analysis of local government social media sites through scientific usability methods, such as expert review, guidelines and eye-tracking, reveals the strengths and weaknesses of government social media services in terms of usability. The study concludes with specific recommendations for improvement of government social media presence, which are applicable, to a great extent, to governments of all levels and sizes in Turkey and elsewhere.

Privacy policies and practices in Portuguese local e-government

Privacy policies and practices in Portuguese local e-government

Privacy policies and practices in Portuguese local e-government

This paper contributes to the knowledge body by establishing the current situation in terms of need, adoption and advertising of privacy policies in the websites of Portuguese local authorities, and by collecting evidence of its compliance with privacy practices. Websites of all the 308 Portuguese municipalities were surveyed for the presence of privacy policies, the usage of tracking cookies and measures taken to secure user credentials. A conceptual analysis was performed on privacy policies to categorise their content. Results were compared with other international studies. It was found that only 26% of the municipalities provide privacy policy statements and many of those exhibit significant gaps considering the information that can be expected in such documents. Furthermore, evidence of non-compliance with the advertised privacy policies and the legislation was also collected. The presented conclusions are useful for both academics and practitioners in the areas of e-government, privacy assurance and local government.

Networking and e-government for local development - experiences gained by entrepreneurs in small enterprises in Sweden

This paper aims to analyse experiences gained by entrepreneurs in small enterprises located in a region undergoing structural change, focusing on networking and e-government for local development. The study is a further development of a study that focused on how municipalities supported entrepreneurship and destination development. In-depth qualitative interviews were made with twelve entrepreneurs from ten small enterprises. Based on a theoretical discussion of networking, e-government and social media marketing, the results indicate that networks and strategic networking were important in order to develop their enterprises, which also contributed to local development. The importance of initial face-to-face contacts in order to build business relationships in networks was stressed. The use of local e-government was hitherto limited to e-services for public procurement, the use of social media marketing was limited due to lack of time, competence and motivation for most of the entrepreneurs.

The Rationale for Universal Access to Digital Services

The regulated telecommunication markets found in many countries often include the social principle that telecommunications infrastructure should be reasonably available to all at fair and affordable rates. In Australia, this concept of universal service aims to ensure that all people, wherever they reside or carry on business, should have reasonable access, on an equitable basis, to standard telephone services and payphones. The hallmark of the universal service regime has been the reasonable availability of public payphones and the subsidised installation of telecommunications infrastructure at premises nationwide to provide standard telephone services. With the advent and ongoing evolution of broadband technologies a new need has arisen and that is for everyone to have reasonable access, on an equitable basis, to specified digital services, including egovernment services. This paper presents a position and identifies future research necessary to support the transition from the universal service regime to a universal access regime that enshrines the principle of ensuring that federal, state and local egovernment and other specified digital services are reasonably accessible to all, on an equitable basis, wherever they work or live.

The Rationale for Universal Access to Digital Services

The regulated telecommunication markets found in many countries often include the social principle that telecommunications infrastructure should be reasonably available to all at fair and affordable rates. In Australia, this concept of universal service aims to ensure that all people, wherever they reside or carry on business, should have reasonable access, on an equitable basis, to standard telephone services and payphones. The hallmark of the universal service regime has been the reasonable availability of public payphones and the subsidised installation of telecommunications infrastructure at premises nationwide to provide standard telephone services. With the advent and ongoing evolution of broadband technologies a new need has arisen and that is for everyone to have reasonable access, on an equitable basis, to specified digital services, including egovernment services. This paper presents a position and identifies future research necessary to support the transition from the universal service regime to a universal access regime that enshrines the principle of ensuring that federal, state and local egovernment and other specified digital services are reasonably accessible to all, on an equitable basis, wherever they work or live.

CHALLENGES IN THE IMPLEMENTATION OF PUBLIC ELECTRONIC SERVICES: LESSONS FROM A REGIONAL-BASED STUDY

Building the information and knowledge society has involved the development of numerous projects and initiatives all over the world. Portugal is no exception. This work is based on the analysis of the ALO Digital Project, which involves a series of strategies developed at the local e-government level in four Portuguese counties near Lisbon (i.e. Amadora, Loures, Odivelas and Vila Franca de Xira). Having the residents of the four counties involved as the target, this paper aims to identify the level of electronic service use resulting from the implementation of the ALO Digital Project. A questionnaire was administered and the results of a regression analysis demonstrate that the project is still at low level of online service sophistication. Additionally, despite users’ overall satisfaction, implementation difficulties were noticed. In practical terms, this reveals a type of service more related to information consultation, downloading and printing documentation, and supports the premise that a change of focus and direction of local e-government is needed to substantially improve the life of the individual citizen.

From the quality of traditional services to the quality of local e-Government online services: A literature review

The study presented in this article will serve as a basis for the development of a suitable model whose purpose is to evaluate the quality of local e-Government online services. Citizens expect quality public services, and their online dimension is no exception. The quality of these services should be analysed and accounted for, in order to maximize and develop strategies that improve the offered services, increasing the levels of satisfaction of their recipients. In this sense, this first study puts forth a systematization of the relevant bibliography, focusing on the quality of three types of services: traditional, electronic and e-Government. Each model was analysed in order to identify the main quality dimensions used. Up to the present moment, we were unable to identify a service quality evaluation model particularly focused on Local online e-Government, and this justifies the development of an investigation project whose main purpose is to create a model with these specificities.

Revisiting the Technological and Non-Technological Challenges to Municipal E-Government in Spain

In the past decade, society and technology have made remarkable progress in the realm of the digital economy. Public administrations, in their double role as part and servant of society, must keep up with this progress, but this development does not happen without its difficulties. This paper aims to explore whether the transformation of local e-government environment has made a significant impact in the way municipalities face their challenges when implementing an e-government strategy. To do so, a longitudinal research was conducted to explore any changes within the perceived value of challenges to municipal egovernment initiatives over the past 8 years by local Chief Information Officers in Spain. This theoretical and empirical research contributes to the ongoing discussion on the varying role of technology as an explicit hindrance and as base for other challenges, and the impact of other non ICT-driven challenges for e-government. It also proposes a set of managerial implications to help overcoming said challenges based on the knowledge of local government experts in a contingent manner. The paper’s results establish the significant and persistent effect of political interference in local e-government success in Spain, asserting that they are mostly non ICT-driven challenges that are viewed as significantly bigger obstacles today.

Organisational paradoxes of local e-government

This article explores the complexities of realising the full potential of local e-government through the lens of paradox. In developed nations, this sector has been characterised as being initially slow, and now very variable, in coming to grips with both the opportunities and challenges of e-government. Indeed, it has been argued that e-government crystallises the complex interdependencies and uncertainties of the sector more generally, challenging the power of expert knowledge and rational reform. Some particular examples of paradoxical dynamics are suggested that highlight the dynamic organisational capabilities needed to sustain e-government.

Benchmarking Municipal E-Government Services

Local governments play an important role as the main contact point for citizens and deliver many more and varied services than any other public administration. Nevertheless, the field of local e-government services (or local e-administration) lacks benchmarking methodologies and rigorous surveys. Existing e-government benchmarks mostly address the national level and do not cater for this wealth of locally provided e-services. Cities are also very diverse, but research shows that European cities share an important number of common services, making benchmarking look feasible. The paper proposes a benchmarking methodology to fill this gap, facing the complexity of this multiplicity and variety. It starts by a bottom-up hierarchical catalogue of services created through participation of the cities. The benchmarking goes beyond service provision, so far measured through maturity, and analyses acceptance by users. The paper discusses the parameters introduced and how to measure them. The paper addresses the issue of the presentation of the results, which is important to help city managers to improve the service provision, its quality and acceptance. The methodology was applied in a pilot study of 15 quite diverse medium and large European cities, and its results are presented within the context of validating the methodology introduced.

E-Government in Rhode Island: what effects do templates have on usability, accessibility, and mobile readiness?

This study examines state and local e-government Web sites in Rhode Island with an eye toward determining the effects of templates on accessibility, usability, and mobile readiness. After examining 132 state and local e-government sites, using a combination of code inspection, heuristic evaluation, and automated analysis, the researchers found that templates had, at best, mixed success in promoting these key issues. The results suggest that while best practice-based templates may be helpful in improving usability, accessibility, and mobile readiness, it is critical that designers at the local level receive training in these areas and that governments monitor state and local Web sites for compliance with industry and legal standards.

Regional Pilot Study to Evaluate E Readiness and Local E Government Services

The concept of local e-Government has become a key factor for delivering services in an efficient, cost effective, transparent and convenient way, in circumstances where a) citizens do not have enough time available to communicate with local authorities in order to perform their responsibilities and needs, and b) information and communication technologies significantly facilitate administrative procedures and citizens-government interaction. This paper aims to identify e-services that local authorities provide, and to investigate their readiness for delivering these services. A pilot research has been conducted to identify the offer of e-services by local authorities, along with e-readiness in municipalities of the Pelagonia region in the Republic of Macedonia. The survey was carried out by means of structured interview questions based on a modified model proposed by Partnership on Measuring ICT for Development - web analysis of municipal websites in the region has been conducted, as well. The study reveals uneven distribution according to the age group of users, lack of reliability and confidence for processing the needs and requests electronically by a large part of the population, and improperly developed set of ICT tools by local governments for providing a variety of services that can be fully processed electronically.

A Study of Local Government Website Inclusiveness: The Gap Between E-government Concept and Practice

This study examines the concept of electronic government (e-government) inclusiveness and evaluates the inclusiveness of local e-government websites. Inclusiveness sets e-government apart from other types of websites (e.g. commercial or organizational sites) that only serve exclusive market segments. An evaluation for inclusiveness of 101 local government websites from Mississippi (an underdeveloped area by many health and social metrics) revealed (1) a high frequency of issues that prevent inclusive service (on average each site had 291.83 issues), (2) high variability in terms of number of issues (range = [2, 3171]), and (3) widespread absence of websites (87 of the 188 municipalities and county seats did not have discoverable websites). These results suggest there is a need for more inclusiveness, but the allocation of resources to accomplish this may not be feasible. To address this, two strategic options are presented to information technology (IT) policy-makers who seek to leverage e-government for development: an idealistic approach with traditional IT investment for future returns and a pragmatic one that resembles an entrepreneurial IT start-up venture. The study contributes in three ways: we identify the concept and criteria of e-government inclusiveness; develop an automated, software-based, and replicable evaluation method that can be used by local governments to improve a website's inclusiveness; and present strategic options for using e-government to promote social and economic development.