The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Article

Warm Experts in the age of Mandatory e‑Government: Interaction Among Danish Single Parents Regarding Online Application for Public Benefits  pp87-98

Christian Madsen, Pernille Kræmmergaard

© Jun 2016 Volume 14 Issue 1, Editor: Frank Bannister, pp1 - 134

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Abstract

Abstract: Citizens adoption of e‑government channels has been the focus of both academic studies and public policy for over a decade. Current efforts seek to reduce citizens interaction with caseworkers through traditional channels in favor of increased use of e‑government self‑service channels. To increase adoption rates and reduce the costs of public administration, the Danish e‑government strategy has made e‑government self‑service channels mandatory thereby attempting to turn citizens into their own caseworkers. The channel choice branch of e‑government studies how citizens and businesses choose interaction channels in a public service encounter. Until now, studies of citizens channel choice have taken place at the level of the individual and ignor ed the influence of group processes. Moreover, although the importance of digital literacy has been widely recognized in relation to citizen channel choice and e‑government adoption, citizens knowledge of public administration and administrative processe s has received less attention. To cover this gap, we conducted a qualitative study of how citizen‑to‑citizen interaction influences channel choice in public service encounters, and how citizens share advice for seeking public benefits. The study entailed five focus group discussions and nine follow‑up individual semi‑structured interviews with Danish single parents who receive public benefits. We employ domestication theory and the concept of the warm expert to inform our analysis. Our findings show tha t the interaction and advice sharing among citizens extends beyond the choice of channels and also covers how the selected channels are used and evaluated. In addition to helping each other with how to use e‑government self‑service channels, citizens also share practices for negotiating with public authorities. This negotiation requires the use of traditional channels and concerns areas such as increasing the likelihood of being granted benefits and ways of getting around the mandatory requirement for e‑g overnment self‑service channels. Based on our findings we present contributions to the channel choice field and offer suggestions for how to expand and update a previous channel choice process model.

 

Keywords: Keywords: channel choice, citizen-to-citizen interaction, domestication theory, e-government, multichannel, public benefits, single parents, warm experts

 

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Journal Article

Bringing Light into the Shadows: A Qualitative Interview Study on Citizens’ Non‑Adoption of e‑Government  pp98-105

Bettina Distel

© Oct 2018 Volume 16 Issue 2, Editor: Dr Carl Erik Moe, pp87 - 146

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Abstract

Despite the growing availability of e‑government services, citizens are still reluctant to use them. Prior research has mostly focused on investigating reasons for e‑government use. Why individuals refrain from using these services seems to be of less scientific interest. The present study sets out to reveal what barriers to e‑government adoption citizens perceive. A qualitative and explorative interview study was conducted with 18 citizens in Germany to better understand how citizens perceive e‑government and what keeps them from using it. The study yields twelve different barriers to e‑government adoption among which no need to use/rare usage of public services, no personal counsellor, and perceptions of convenience are the most important. The results suggest that the characteristics of the services themselves are highly influential for the decision to not use e‑government. In contrast, technological shortcomings like data security or a lack of usability only play a subordinate role.

 

Keywords: Adoption, non-adoption, channel choice, citizens, Germany, qualitative research

 

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Journal Article

The use of Official and Unofficial Channels in Government‑Citizen Communication in China  pp79-91

Zhe Wang, Nena Lim

© Sep 2011 Volume 9 Issue 1, Editor: Frank Bannister, pp1 - 92

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Abstract

The objective of this research is to examine Chinese citizens attitudes towards official and unofficial channels in both government‑to‑citizen (G2C) and citizen‑to‑government (C2G) communication. It investigates citizens preferred channel choices fo r receiving public information and for expressing their personal opinions. Analysis of an online survey shows that respondents have no obvious preference of official or unofficial channels for receiving public information. Yet most respondents prefer unof ficial channels for C2G communications because these channels have less language restrictions, allow respondents to hide their identities, and facilitate respondents to obtain a sense of support from people who have similar opinions.

 

Keywords: The objective of this research is to examine Chinese citizens attitudes towards official and unofficial channels in both government-to-citizen, G2C, and citizen-to-government, C2G, communication. It investigates citizens preferred channel choices for receiving public information and for expressing their personal opinions. Analysis of an online survey shows that respondents have no obvious preference of official or unofficial channels for receiving public information. Yet most respondents prefer unofficial channels for C2G communications because these channels have less language restrictions, allow respondents to hide their identities, and facilitate respondents to obtain a sense of support from people who have similar opinions.

 

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Journal Issue

Volume 16 Issue 2 / Oct 2018  pp87‑146

Editor: Dr Carl Erik Moe

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Keywords: task characteristics, business intelligence success, public sector, quantitative research, Adoption, non-adoption, channel choice, citizens, Germany, qualitative research, multichannel management, citizen multichannel behavior, action research, collaboration; caseworkers, Udbetaling Danmark, Public-private partnership, outsourcing, Rule of law, e-government, Digital Government, the Danish Parliamentary Ombudsman, Administrative law by design, digitalisation, administrative law, good administrative impact assessment, , crisis management, leadership, information management, situational awareness, crisis response, crisis management system

 

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