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

An Investigation into Sustainable e‑Government in Saudi Arabia  pp1-16

Sulaiman Aljarallah, Dr. Russell Lock

© Apr 2020 Volume 18 Issue 1, Editor: Dr Carl Erik Moe, pp1 - 29

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Abstract

Sustainable e‑government has become an important consideration for governments. However, existing e‑government literature on sustainability is sparse. A quantitative empirical study was conducted to survey the perceptions of Saudi Arabian citizens with regard to the characteristics of sustainable e‑government. Survey data gathered from 442 respondents were analysed to investigate their understanding of the importance of each of these characteristics, allowing the identification of a set of key characteristics likely to influence citizens’ utilization of sustainable e‑government services. The study also investigated users’ perceptions of three key barriers to the ability of policymakers to develop and adopt sustainable e‑government systems. The results indicate that the characteristics perceived to be the most significant were usability, security, performance, transparency and flexibility, whereas respondents were relatively unconcerned with the social, environmental and economic dimensions of the impact of the software used in e‑government systems. This study has also shed new light on experts’ perceptions by investigating sustainable e‑government features from their perspective. Data gathered from 83 respondents affirms the importance of sustainable e‑government, the importance of cooperation between software development department and government agencies during designing and using sustainable e‑government, and the influence of sustainability qualities on e‑government. These results will be utilised in future as part of a framework for evaluating sustainable e‑government.

 

Keywords: e-government, sustainability, sustainable e-government, software, characteristics, empirical study, end-users, experts, Saudi Arabia

 

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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 Issue

Volume 18 Issue 1 / Apr 2020  pp1‑29

Editor: Dr Carl Erik Moe

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Keywords: e-government, sustainability, sustainable e-government, software, characteristics, empirical study, end-users, experts, Saudi Arabia

 

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