Dissertations / Theses on the topic 'Citizens information service'

Digitalization and e-services are a hot topic within the Swedish municipalities today. There are a lot of discussions about how the municipalities can improve their services with the help of digital tools. However, the one thing that is often missed is what the citizens or end users' needs and want from a service. Through a mixed method approach, this research is looking into how one municipality in the western part of Sweden are working with their e-services and what the citizens think about them. In the study, the results show that the municipality needs a general strategic position in relation to digitalization. The research also show that it is more about the process and journey for both the employees and citizens rather than a question about which digital tool or service that they should use. The municipality is in the initial phase of digitalization and they need to have both the employees and the citizens on board to be able to succeed.

This study seeks to address the gap in research in the Republic of Ireland on the topic of access to justice. It is argued that in order to meaningfully address this topic there needs to be reliable and quantifiable data regarding the legal or justiciable needs of the public. This data is widely available in other jurisdictions. The research was undertaken through a legal needs survey the content of which was based extensively on similar surveys in neighbouring jurisdictions. Because of the cost and other resources involved, it was decided to take as the 'urvey population a national sample of people, totaling 191, attending the Citizens Information Service. Thus, the outcome of the survey is limited to that Service but it is argued that it is indicative of the general population. An extensive examination of comparative international findings is also undertaken. The areas addressed in the survey included the incidence of justiciable events, their variation among different segments of the population, the responses to experiencing such problems, the barriers to accessing justice and the outcome of strategies to resolve the problems. The survey Jund that over half the population set had experienced justiciable problems. The experience of these problems was not randomly distributed and certain socio-demographic elements were capable of predicting the occurrence of such problems. The extent of unmet needs was identified as 8 per cent or as high as 27 per cent, depending on whether a narrow or a wider definition is taken. It is argued that the evidence in this survey and in related research suggests that there continues to be a number of barriers to accessing justice and this is most marked in the most disadvantaged categories of the population. A range of strategies, with an emphasis on a coherent and holistic approach are proposed.

Published Article
The current debate within the ASGISA and NEPAD policy structures of the South African Government is to enhance E-service delivery via Information and Communication Technologies (ICT) for all citizens. This paper deals with the problem how ICT in governance may be constructed to facilitate greater accountability, transparency and reducing corruption through better financial, public information management, procurement and administrative systems. South Africans especially in rural areas have a limited access to ICT. The main barriers to ICT access relate to high cost of Internet access, connectivity problems, lack of technical skills to support maintenance and low number of computers with Internet connectivity at schools, libraries and other public places.

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Desde a implementação da Lei de Acesso à Informação (LAI), em 2012, percebese uma busca intensiva da sociedade por informações de domínio público e a maior participação nas decisões governamentais, em relação à aplicação dos recursos públicos. O cumprimento da LAI resulta em práticas de transparência nas instituições, por meio da cultura do acesso e da oferta de serviços de informação à sociedade. Nesse sentido, a Ciência da Informação pode contribuir tanto nos processos de organização, disponibilização e acesso à informação, assim como na identificação das necessidades de informação dos usuários e na criação de uma base dos dados mais relevantes. Diante desse contexto, essa pesquisa teve como objetivo analisar os Serviços de Informação ao Cidadão (SICs), com foco no seu funcionamento, estrutura organizacional e no fluxo de informações utilizado. Permitindo assim, identificar pontos positivos e dificuldades que esses órgãos possam vivenciar no seu papel de facilitadores do acesso à informação. A pesquisa quanto aos objetivos é descritiva e tem natureza qualitativa e quantitativa. Quanto às fontes de dados é bibliográfica. Quanto aos procedimentos de coleta de dados foram utilizadas as técnicas de pesquisa documental e de levantamento, por meio de aplicação de questionário e realização de entrevista semiestruturada com os respondentes do sistema e-SIC das instituições da amostra. Como amostra selecionou-se as Instituições Federais de Ensino Superior do Nordeste com mais pedidos de informação no SIC, o que resultou em nove instituições. Os resultados obtidos forneceram embasamento para considerações importantes, das quais se destaca que os anos de cultura do segredo vivenciados pelas instituições e muitos dos seus servidores, ainda são um empecilho para que o fluxo informacional (desde o pedido de informação pelo cidadão até sua respectiva resposta) ocorra sem atrasos ou dificuldades, de forma eficiente. Outro destaque é para a inexperiência dos agentes públicos responsáveis pelo atendimento no SIC, assim como a ausência de ferramentas e técnicas para facilitar a localização de pedidos já respondidos e a falta de organização das informações coletadas na instituição, o que poderia facilitar a resposta a pedidos de informações com assuntos recorrentes no SIC. Conclui-se que é necessária a adoção de medidas no sentido de conscientizar e deixar mais claro o teor da LAI a todos os envolvidos no fluxo informacional para resposta aos pedidos de informação ao SIC, o que já ocorre em algumas instituições. De fato, a informação é o caminho para a cidadania, uma vez que é por meio dela que os cidadãos podem conhecer e exercer seus direitos na sociedade em que vivem.
Since the implementation of the Access to Information Act (LAI), in 2012, one sees an intensive search of society for public information and greater participation in government decisions regarding the use of public resources. Compliance with the LAI results in transparency practices in institutions, through the culture of access and the provision of information society services. In this sense, information science can contribute both in organizational processes, availability and access to information, as well as the identification of users' information needs and the creation of a base of the most relevant data. This research aimed to analyze the Citizens Information Services (SICs), focusing on its operation, organizational structure and flow of information. Thus allowing to identify strengths and difficulties that these organs can experience in their role as facilitators of access to information. Related to the aims, this research is descriptive, qualitative and quantitative. The data source is literature. As data collection procedures were used the techniques of documentary research and survey through questionnaire and carrying out semi-structured interviews with respondents of SIC in the institutional sample. As sample were selected the Federal Institutions of Higher Education of the Northeast with more requests for information on the SIC, which resulted in nine universities representing each state. The results provided basis for important considerations, which can be noted that the years of secrecy culture experienced by institutions and many of its servers, is still a stumbling block for the information flow (from the request for information by the citizen to their response) occurs without delays or difficulties efficiently. Another highlight is also the lack of experience of public officials responsible for serving the SIC, as well as the lack of tools and techniques to facilitate the location of applications already answered and the disorganization of the information collected in the institution, which could avoid the registration of further requests for information with recurring issues in the SIC. It is concluded that it is necessary to adopt measures to raise awareness and make clearer the content of LAI to all involved in the information flow to the requests for information to the SIC, which already occurs in some institutions. In fact, information is the path to citizenship, since it is through it that citizens can know and exercise their rights in the society in which they live.

Facing increasingly complex policy issues and diminishing citizen satisfaction with government and service performance, managing the quality of citizen relationship management has become a main challenge for public managers. Solutions to complex policy problems of service performance and low level of citizen participation often must be developed by encouraging citizens to make their voices heard through the various participation mechanisms. Reflecting on this need, the municipal governments in the U.S. have developed centralized customer systems for citizen relationship management. 311 centralized customer system (named 311 in this study) has the functions of citizen-initiated contact, service-coproduction, and transaction, and many local governments launch 311 to maintain or enhance their relationship with the public. Using 311 is an easy and free technically for citizens, but ensuring some degree of citizen engagement and citizens’ 311 use has been challenging for local public managers of municipalities. Despite calls for the importance of 311 in the service and information delivery process, fair treatment and access to use of governmental information, citizen participation, government responsiveness, and citizen satisfaction, to the best of our understanding, no empirical studies explore citizens’ 311 behaviors in the micro and individual level in the field of public administration. This dissertation provides a comprehensive understanding of the 311 centralized customer system, helps local public managers know citizens’ perceived perspectives toward the operation of 311, and assists these managers to develop an effective 311 system in municipalities. The dissertation’s main purpose is to clarify the importance of 311 to citizen relationship management and provide insights into citizens’ 311 use behaviors. More specifically, this dissertation tries to answers the following questions: a. Why do citizens use 311? Do the various groups of the population access and use 311 in San Francisco equally? If not, what factors influence the citizens’ 311 citizen-initiated contact behaviors? b. Why do citizens choose the 311 digital channel to contact with local governments? c. Why do citizens use 311 frequently? This dissertation will address these questions and draws on data from the 2011 citizen survey of City of San Francisco to explore citizens’ 311 use behaviors by examining them from citizens’ perspectives. The main arguments of each question listed above are: 1. 311 citizen-initiated contact is different from traditional citizen-initiated contact, and exposure to governmental-ICT environment, gender, income, and race are the factors influencing 311 citizen-initiated contact. 2. The digital divide, including the social side of the digital divide and access-side of the digital divide, influences citizens’ 311 channel choice. 3. Citizens’ technology acceptance, citizen satisfaction, and frequent use of public services influence the frequency of citizens’ 311 use.

E-tax is an important function of e-government since it is highly related to the life of citizens (Wu & Chen, 2005). So in this paper I have discussed the factors influence the citizen adoption of government e-tax service. I have used the decomposed TPB model as my research model. This model integrated two important theories – TAM model and TPB model. The taxpayers were divided into adopters who have used the e-tax service and non-adopter who has used the conventional method to pay their tax. And the effect of these factors for adopters and non-adopters are different. Therefore, understand the factors’ effect can help governments formulate the corresponding measures to promote more citizens to use the e-tax service and lead to better planning and implementation of e-tax service.

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2015.
In a quest to offer better services to both citizens and businesses throughout Africa, efforts to adopt e-government projects are gaining momentum. As a result of this, there is a need for effective measurement of delivery and quality of such e-services. Currently, there are several metrics applied to measure and rank the e-readiness of various African countries. However, while these measures have provided a source of comparative analysis between different e-government projects, they are far from being perfect. For example, most of these measures are diverse and difficult to compare, since they assume ‘one size fits all’ and ignore differing environmental, cultural and contextual factors of various countries. Further criticisms of these measures are that they are ‘first generation metrics’ designed for developed countries, as opposed to developing countries. Thus, the crux of the research problem was that there are no suitable evaluation strategies for understanding and measuring the effectiveness of e-government services in order to improve the management thereof, and thereby attain the best possible value for citizens. The objective of this study was to develop a framework, for evaluating the effectiveness of e-government services in a typical developing country. Tanzania’s mainland was chosen as the context for this study: as a typical developing African country, its early phase of e-government development provided an optimal case for this study concerned with the useful and effective evaluation of e-government services. I have chosen a qualitative research method paradigm, underpinned by an interpretive approach, to facilitate both research objectives: developing an evaluation framework after determining the necessary evaluation parameters. Empirical evidence was gathered via interviews with e-government practitioners in Tanzania and via focus groups with selected citizens. Other sources of data included government documentation (policies and strategies) and government websites. The data was analysed through the combined application of an adapted grounded theory method and interpretation. Using the latter analytical processes several effectiveness dimensions of e-government services were derived. Through further analysis these were synthesised into the main output of the study viz. an e-government citizen satisfaction framework (ECSF). This framework, a unique contribution to the existing body of knowledge, demonstrates how citizen and government imperatives should be amalgamated to evaluate the effectiveness of e-government services. The findings further support and advance Information Technology management within government, as this is the first comprehensive framework to ensure an integrated approach for monitoring and evaluating e-government programmes. This study also combines important ideas from two existing domains—service management and IS evaluation—to generate new foundations leading to further work by researchers.

Governments around the world are increasingly investing in the publication of data and information on the internet in a bid to promote transparency and public engagement. However, studies have found that there is a poor audience and citizens’ engagement with online contents in general, and with governments’ digital data and information in particular. Studies have also shown that it is important that governments who seek to engage the citizens in State’s decisionmaking process should first engage them with their informative online contents. But the challenge is that e-public engagement research has been predominantly techno-centric. Therefore, with an exploratory research design and a sequential-mixed methods approach, this study investigated the factors influencing citizens’ engagement with governments’ online contents based on the views of Nigerians. From the qualitative phase of the study, a citizen-content engagement (C-CE) model was developed. This model was then tested in the quantitative phase, and findings indicate that citizens’ engagement with governments’ online contents (CE) is directly influenced by the quality and ability of the contents in meeting the citizens’ information need (INPCQ), and by the citizens’ affinity for governments’ platforms (IVP). IVP is influenced by trust in the government (TGA), the ability to actively participate in information creation on governments platforms (CC), and the ability to interact and deliberate with other citizens and government’s officials on those platforms (IDelib). Governments’ platform-type and citizens’ level of political awareness also played a moderating role on IVP. Governments’ use of social media was found to be more important than the use of websites in the influence of TGA, CC, and IDelib on IVP. Poor level of political awareness was more important than the optimal level of political awareness in the influence of IVP on CE, which indicates that the more aware citizens are about the government, the less the affinity they have for their platforms. This research is important as the outcome may help governments that are interested in e-participation to shape their contents better in ways that would encourage citizencontent engagement and citizen participation.

Electronic government (e-government) has developed rapidly, the Mobile Government service (m-government) as one of the import branches play a significant role in recent years, and it would be also an effective way to satisfy Chinese rural citizen’s information needs. Our research question is how the m-government service satisfies Chinese rural citizen’s information needs. The investigation is conducted with questionnaires in a rural town where in Guangdong Province. We find that the most needed information perceived or expresses by rural citizen are closely related to their basic survival. There is a big potential to develop m-government service in rural areas since most of rural citizen haven’t paid attention on it. Last we put forward some suggestions for improving m-government services for Chinese rural citizen.

Den nuvarande pandemin har begränsat mänskligheten och det digitala vaccinationspasset för covid-19 utlovar återgången till ett normalt liv. Studien syftar till att undersöka vilket handlingsutrymme ett vaccinationspass ger medborgare utifrån deras förväntningar och vaccinationspassets krav. Det digitala vaccinationspassets egenskaper och förutsättningar som digital artefakt undersöks i relation till affordance modellen. Forskningsstrategin för studien har varit en fallstudie av kvalitativ karaktär där datainsamlingen består av semistrukturerade intervjuer med medborgare i Sverige och en litteraturgenomgång som utgör den aktuella debatten i relaterade forskningen. Studien visar på hur medborgare uppfattar införandet av ett digitalt vaccinationspass för covid-19 och vill visa på rekommendationer i arbetet med tillgängliggörandet av det digitala vaccinationspasset för medborgarna. Studien grundar sig i att tillgängliggörandet av det digitala vaccinationspasset kommer att ske någonstans framöver och vi vill därför poängtera att resultatet inte kan fastslås utan kommer förändras beroende på förutsättningarna och tidsramen för undersökningen. Studien identifierar bristerna med förmedlingen av information samt myndigheternas globala ansvar vid införandet av ett digitalt vaccinationspass mot covid-19. För att hantera detta rekommenderar vi att en strategi bör utvecklas och även ett förtydligande av informationen gällande vaccinationspasset mot covid-19. Utifrån studien tolkas det att det digitala vaccinationspasset utformas för de rika och att covid-19 har påskyndat digitalisering av samhället. Vi anser att alla bör ha tillgång till vaccin och tillgång till digital teknik innan det digitala vaccinationspasset mot covid-19 införs.
The current pandemic has limited humanity and the digital vaccination passport for covid-19 promises the return to a normal life. The study aims to investigate what room for maneuver a vaccination passport gives citizens based on their expectations and the requirements of the vaccination passport. The properties and conditions of the digital vaccination passport as a digital artifact are examined in relation to the affordance model. The research strategy for the study has been a case study of a qualitative nature where the data collection consists of semi-structured interviews with citizens in Sweden and a literature review that constitutes the current debate in related research. The study shows how citizens perceive the introduction of a digital vaccination passport for covid-19 and wants to show recommendations in the work of making the digital vaccination passport available to citizens. The study is based on the fact that the digital vaccination passport will be made available somewhere in the future and we therefore want to point out that the result can not be determined but will change depending on the conditions and time frame for the examination. The study identifies the shortcomings with the dissemination of information as well as the authorities' global responsibility in introducing a digital vaccination passport against covid-19. To deal with this, we recommend that a strategy should be developed and also a clarification of the information regarding the vaccination passport against covid-19. Based on the study, it is interpreted that the digital vaccination passport is designed for the rich and that covid-19 has accelerated digitization of society. We believe that everyone should have access to vaccines and access to digital technology before the digital vaccination passport against covid-19 is introduced.

The digitization in public transport is aimed at all citizens, which means that everyone should be able to use IT-based services in a simple way and obtain available information. The purpose of this study is to identify the usability issues that can occur on “My pages” of county-wide bus service. The purpose is to find out the improvements that can be made to the efficiency and user experience on My pages based on the comments of the test participants.  The research questions in this study are: What usability problems can be identified on My pages? What efficiency improvements can be made on My pages based on test participant feedback and how is the user experience perceived by test participants? The methods used during this study are usability testing using eye-tracking equipment, observation, thinking aloud, and structured interview that includes background questions about the participants.  The results are based on the data collection through the test participants. Eight usability issues were identified, and eight improvement points were revealed. Eye-tracking equipment combined with gaze-plots and observation can be used to see how a usability problem arises. Test participants comments when thinking aloud and interviewing give a better understanding of testing behavior.

Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.

This study of the diffusion and evolution of the 311 innovation in the form of citizen service centers and as a technology cluster has been designed to help identify the catalysts for the spread of government-to-citizen (G2C) technology in local government in order to better position future G2C technology for a more rapid rate of adoption. The 311 non-emergency number was first established in 1996 and had spread to 80 local governments across the United States by 2012. This dissertation examines: what factors contributed to the adoption of 311 in American local governments over 100,000 in population; how did the innovation diffuse and evolve over time; and why did some governments' communications with citizens became more advanced than others? Given the problem of determining causality, a three-part research design was used to examine the topic including a historical narrative, logistic regression model, and case studies from Pittsburgh, Minneapolis and St. Louis. The narrative found that the political forces of the federal government, national organizations, and policy entrepreneurs (Karch, 2007) promoted the 311 innovation to solve different problems and that it evolved beyond its original intent. The logistic regression model found that there was a statistically significant relationship between 311 adoption and the variables of higher population, violent crime rate, and the mayor-council form of government. The case studies revealed that mayors played a strong role in establishing citizen service centers in all three cities while 311 adopter Pittsburgh and non-adopter St. Louis seemed to have more in common in their G2C evolution due to severe budget constraints. With little written about the 311 innovation in academic journals, practitioners and scholars will benefit from understanding the catalysts for the diffusion and evolution of the 311 in order to determine ways to increase the rate of adoption for future G2C communication innovations.
Ph. D.

E-government which refers to electronic Government is the process of transformation of relationships of government with its constituents ie the citizens, the businesses and between its own organs, through the use of the tools of Information and Communications Technology (ICT). E-government services are the outcome of e-governance that come as automated services delivered through ICTs particularly Internet based applications that provide access to and delivery of information or services to the public, businesses, other agencies and governmental departments. This study seeks to examine the factors affecting citizens ability to access e-government services in Nkonkobe Municipality in the province of Eastern Cape and come with recommendations of how to address the issue. E-government services should be developed on platforms with the consideration of devices that people can have access to. The study showed that in as much as one can have cell phone that has access to internet , some website services such as home affairs enquiry applications are not accessible on a phone with a general web browser that has no Java Script capacity but has acces to internet. Therefore developing Short Message Service (SMS) based services or Unstructured Supplementary Serviuce Data (USSD) code that is available on all Globile System for Mobile (GSM) cell phones can increase accessibility of most services at a cheaper cost. The study concludes that although e-government is the future for our country and in this era of technology, much still has to be done in areas like Nkonkobe Municipality in Eastern Cape, as the citizens have no or lack appropriate tools to access the internet, and sometimes citizens are not aware of e-government services available. The research indicates that most citizens have cell phones despite the differences in handset capabilities, which therefore means that applications developed for e-government services can be ported foe accessibility to ordinary GSM cell phone including those without internet access.

Thesis (MPhil)--Stellenbosch University, 2012.
ENGLISH ABSTRACT: Local government in South Africa has gone through the transitional phase to become developmental with a number of challenges, one of the most prominent of which has been the lack of adequate financial resources to carry out various service delivery obligations. The lack of financial resources was one of the important reasons that led to local authorities being reduced from 843 to 284 municipalities through the process of re-demarcation that resulted in the consolidation of most of the local authorities. Because of these long standing challenges of financial viability, the objective of the study was to investigate stakeholder involvement in strategic planning and management within the Ekurhuleni Metropolitan Council. It had become evident that existing financial constraints in municipalities in general and at Ekurhuleni in particular would remain for the foreseeable future, unless ways and means are found to improve the management of existing resources. The contention in this study is that the inclusion of stakeholders in strategic planning and management should be viewed as important to the Metro as it significantly lessens the doubt as to whether there is a common understanding of what is possible given the limited resource capacity to address many competing service delivery needs. The literature study undertaken showed that local government has learnt lessons from the private sector, and has adopted some of its strategic planning and management practices and adapted them to suit public service delivery needs. In South Africa the local government planning framework is called integrated development planning (IDP). The IDP approach entails the formulation of focused plans, based on developmental priorities. This approach assists in avoiding wasteful expenditure and perpetuating past spending patterns. Furthermore, the idea of adopting a more business-based approach does therefore not mean that the council is run like a company but rather that scarce resources are spent effectively and that all citizens have access to at least a minimum level of basic services. The IDP should be undertaken through participatory processes for effective urban management given the fact that private and public investments and municipal services delivery affect the well-being of all urban residents. Observation at the Ekurhuleni Metro revealed that while strategic planning and management does take place, it does not involve various stakeholders in the processes in a manner that is contemplated by the integrated development planning framework. The absence of a public participation strategy at the Metro meant that methods of engagement, consultation and communication with stakeholders are not clearly spelled out. So is the identification of various stakeholders in terms of the needs, the roles that they can play in the planning processes, allocation of resources to facilitate their participation and empowerment in various planning processes. It was the conclusion of the study that there is limited stakeholder involvement in strategic planning and management at the Ekurhuleni Metro.
AFRIKAANSE OPSOMMING: Plaaslike regering in Suid-Afrika het deur ‘n oorgangsfase na ‘n ontwikkelings orientasie gevorder maar het ook ‘n aantal uitdagings bygekry. Die prominentste een hiervan is die gebrek aan fondse om die verskillende dienslewering verpligtinge na te kom. Die gebrek aan finansiële bronne was een van die belangrike redes vir die reduksie van plaaslike owerhede van 843 na 284 munisipaliteit deur die proses van her-afbakening wat gelei het tot die konsolidasie van die meeste plaaslike owerhede. In die lig van die lang-durige aard van die uitdagings van finansiële lewensvatbaarheid, ondersoek hierdie studie belanghebber betrokkenheid in strategiese beplanning en bestuur binne die Ekurhuleni Metropolitaanse Raad. Dit het duidelik geword dat die bestaande finansiële beperkings in munisipaliteite in die algemeen, en in Ekurhuleni in die besonder, so sal bly in die voorsienbare toekoms, tensy meganismes gevind kan word waarmee die bestuur van die bestaande bronne verbeter kan word. Die studie voer aan dat die betrokkenheid van belanghebbers in strategiese beplanning en bestuur as belangrik geag behoort te word in die Metro aangesien dit die onsekerheid oor ‘n gedeelde verstaan van wat moontlik is met die beperkte bronne kapasiteit in die hantering van die baie kompeterende diens behoeftes, verminder. Die literatuurstudie poog om aan te toon dat plaaslike regerings lesse geleer het by die privaatsektor en sommige van die stategiese beplanning en bestuurspraktyke opgeneem en aangepas het by die publieke diensleweringsbehoeftes. In Suid-Afrika word die plaaslike regering beplanningsraamwerke, geïntegreerde ontwikkelingsplanne genoem (IDP). Die IDP benadering vereis die formulering van gefokusde planne, gebaseer op ontwikkelingsprioriteite. Hierdie benadering vermy verkwistende uitgawes en die voortsetting van uitgawepatrone van die verlede. Verder beteken die aanvaarding van ‘n besigheidsgeoriënteerde benadering nie dat die raad soos ‘n besigheid bestuur word nie maar eerder dat skaars bronne effektief bestuur word en dat alle burgers ten minste toegang tot minimum dienste het. Die IDP behoort deur deelnemende prosesse uitgevoer te word ten einde effektiewe stedelike bestuur te verseker, gegee die feit dat private en publieke beleggings en minisipale dienste die welsyn van alle stedelike inwoners affekteer. Waarnemings by die Ekurhuleni Metro bring aan die lig dat, terwyl strategiese beplanning en bestuur wel plaasvind, dit nie verskillende belanghebbers op die wyse betrek wat in die geïntegreede beplanningsraamwerk voorsien word nie. Die afwesigheid van publieke deelname in die Metro het beteken dat meganismes van deelname, konsultasie en kommunikasie met belanghebbers nie duidelik gemaak word nie. Dieselfde geld vir die identifikasie van verskillende belanghebbers in terme van belanghebberbehoeftes, die rol wat hulle kan speel in die beplanningsprosesse, die toewysing van bronne en die bemagtiging van belanghebbers om hul deelname te verseker. Dit is die slotsom van die studie dat daar beperkte belanghebber betrokkenheid in strategiese beplanning en bestuur in die Ekurhuleni Metro is.

Artificial Intelligence (AI) is a popular topic in different areas of the current world. Thus, it is natural that its use is considered in the public sector. AI brings many opportunities for public institutions and citizens, like more attractive, accessible and flexible services. However, existing stories also show that the unethical or opaque use of AI can reduce significantly citizens’ trust in responsible public institutions. As it is important to maintain such trust, trustworthy AI services are gaining more and more interest. This work aims to answer the question of what needs to be taken into consideration while designing trustworthy public sector AI services. The study was done in Finland. The design process was used as a study method and it consisted of qualitative interviews, design workshop and validation with user testing. Altogether more than 30 Finnish residents participated in the study. Currently, there are more positive than negative voices about the usage of AI in the public sector, however, the number of the latter is significant. The most negative voices were coming from older people of low education and from younger AI specialists. Moreover, strong trust exists in the public sector. Nevertheless, citizens are voicing multiple concerns, such as security or privacy. It is important to keep the public sector services transparent, in order to keep trust in the public sector and build trust in AI. Citizens need to know when AI is used, how and for what purpose, as well as, what data is used and why they receive specific results. Citizens’ needs and concerns, as well as ethical requirements, ought to be addressed in the design and development of trustworthy public sector AI services. Those are, for example, mitigating discrimination risks, providing citizens with control over their data and having a person involved in AI processes. Designers and developers of trustworthy public sector AI services should aim to understand citizens and ensure them about their needs and concerns being met, through the transparent service and the positive experience of using the service.
Artificiell intelligens (AI) är ett populärt ämne inom olika områden i världen. Således är det naturligt att dess användning beaktas i den offentliga sektorn. AI ger många möjligheter för offentliga institutioner och medborgare, som till exempel, mer attraktiva, tillgängliga och flexibla tjänster. Men befintliga berättelser från användare visar också att oetisk eller ogenomskinlig användning av AI kan avsevärt minska medborgarnas förtroende för ansvariga offentliga institutioner. Eftersom det är viktigt att upprätthålla ett sådant förtroende, får pålitliga AI-tjänster mer och mer intresse. Detta arbete syftar till att svara på frågan om vad som måste beaktas vid utformningen pålitliga AI-tjänster inom offentlig sektor. Studien gjordes i Finland.  Forskningsmetoden som användes var en designprocess och den bestod av kvalitativa intervjuer, en design workshop samt validering med användartestning. Sammanlagt deltog mer än 30 finländska invånare i studien. För närvarande finns det mer positiva än negativa röster om användningen av AI i den offentliga sektorn, dock är antalet i den senare kategorin betydande. De mest negativa rösterna kommer från äldre personer med låg utbildning och från yngre AI-specialister. Dessutom finns starkt förtroende för den offentliga sektorn. Ändå uttryckte medborgarna flera problem, såsom säkerhet eller integritet. Det är viktigt att offentliga tjänster är transparenta för att behålla förtroendet för den offentliga sektorn och bygga förtroende för AI.  Medborgarna behöver veta när AI används, hur och i vilket syfte samt vilka uppgifter som används och varför de får specifika resultat. Medborgarnas behov och bekymmer, såväl som etiska krav, borde tas upp i utformningen och utvecklingen av en pålitlig AI-tjänster i offentlig sektor. Exempelvis genom att mildra diskrimineringsrisker, ge medborgare kontroll över sina uppgifter och att ha en person involverad i AI processer. Utformare och utvecklare av pålitliga AI-tjänster inom offentlig sektor bör syfta till att förstå medborgarna och säkerställa dem om deras behov och bekymmer genom den transparenta tjänsten och den positiva upplevelsen att använda tjänsten.

Syftet med denna studie har varit att undersöka användarmedverkan vid utveckling av digitala tjänster hos statliga förvaltningsmyndigheter i Sverige. Tidigare har forskning fokuserat på att undersöka kommuner och deras involvering av användaren vid utveckling av tjänster. Forskning visar att tjänstemän i kommuner har en mer negativ attityd gentemot utveckling av tjänster och därmed negativa till involveringen av användaren i utvecklingen. Anledningen beror på att det är ett tidskrävande arbete som inte har ekonomisk nytta och där det inte finns tillräckligt med kunskap hos de anställda för att driva arbetet med användaren. Litteraturen är idag flera år gammal och i behov av uppdatering. Utöver det har forskningens mål tidigare varit kommuner och därmed skiftas fokuset här till högre organ, nämligen statliga förvaltningsmyndigheter. Studien har utgått utifrån en kvalitativ metod med inslag av abduktiv ansats, där semistrukturerade intervjuer har genomförts med nio anställda verksamhetsutvecklare och UX-designers från fem olika myndigheter: Arbetsförmedlingen, CSN, Skatteverket, Tillväxtverket och Transportstyrelsen. Resultatet visar att användarmedverkan bedrivs, dock till en begränsad nivå. Myndigheterna har en betydligt mer positiv inställning till involvering av användaren jämfört med kommunernas tjänstemän och det finnsdessutom en önskan att involvera användaren ytterligare. Utmaningar som påverkar till vilken grad användarmedverkan bedrivs är bland annat bristande resurser som budget och relevant kompetens hos anställda. Den mest förekommande utmaningen är dock bristande tid, där reformer från regeringen orsakar korta deadlines, varav myndigheterna tvingas släppa arbetet med användaren och fokusera på det nyinkomna, statliga uppdraget. Studien ökar förståelsen för de statliga myndigheternas arbetssätt och bidrar till framtida forskning, i hopp om att öka kunskapen och ta itu med utmaningarna som de anställda ställs inför vid utveckling av tjänsterna.
The aim of this study has been to examine government agencies’ user participation of citizens, when developing public e-services. In previous research papers, the aim of the studies have been to examine municipalities and their involvement of users in the development of public e-services. The studies show that the officials have a negative attitude towards the development of services and consequently, being negative towards involving the user in the process. The reason for this being, a time-consuming work that has no financial benefits and the employees not having enough knowledge to work with the user. However, those studies are many years old and in need of an update. Moreover, researchers’ aim has previously been municipalities, and therefore the focus is now shifting to higher grounds, namely state agencies. This study is based on a qualitative method with an abductive approach, where semi-structured interviews have been conducted with nine government employees, possessing roles such as business developers and UX-designers, from five different government agencies: The Swedish Public Employment Service, The Swedish Board of Student Finance, The Swedish Tax Agency, The Swedish Agency for Economic and Regional Growth, and The Swedish Transport Agency. The results show that user participation is managed, although to a certain extent. The agencies have a more positive attitude to the involvement of users, compared to the municipalities, and there is a wish to include the user even more. The challenges that affect to what degree the user is involved, are lack of resources, such as budgets and lack of employee-competence. The most recurring challenge however, is time, where legal reforms from the government cause short deadlines, of which the agencies are forced to drop the user-based work and focus on implementing the new laws.The study increases the understanding of the agencies’ work and contributes to future research, in hopes of increasing the knowledge and learning ways to deal with the challenges the employees are faced with when developing public e-services.

Ce travail de recherche s’inscrit dans le cadre d’une thèse CIFRE et vise à comprendre les ressorts de légitimation et les stratégies communicationnelles sur la coopération décentralisée que peut mobiliser la région aquitaine afin de l’aider à favoriser un dialogue constructif entre l’institution publique, ses représentants politiques et les citoyens aquitains
This research, part of a CIFRE PhD program, aims to understand the ways of legitimation and communication strategies on decentralized cooperation that can mobilize the aquitaine region in order to help it to promote a cooperative dialogue between the institution public, political representatives and citizens of Aquitaine

Cette thèse, financée par la DGA, est motivée par la problématique d’évaluation des TRNG pour des applications à très haut niveau de sécurité. Les standards actuels tels que AIS-31 n’étant pas suffisants pour ces types d’applications, la DGA propose une procédure complémentaire, validée sur les TRNG utilisant les oscillateurs en anneau (RO), qui vise à caractériser la source d’aléa des TRNG afin d’identifier les bruits électroniques présents dans celle-ci. Ces bruits se traduisent dans les circuits numériques par le jitter d’horloge générée dans les RO. Ils peuvent être caractérisés par leur densité spectrale de puissance reliée à la variance d’Allan temporelle qui permet, contrairement à la variance standard pourtant encore largement utilisée, de discriminer ces différents types de bruit (thermique, flicker principalement). Cette étude a servi de base à l’estimation de la part du jitter due au bruit thermique utilisé dans les modèles stochastiques décrivant la sortie des TRNG. Afin d’illustrer et de valider l’approche de certification DGA sur d’autres principes de TRNG que les RO, nous proposons une caractérisation de la PLL en tant que source d’aléa. Nous avons modélisé la PLL en termes de fonctions de transfert. Cette modélisation a conduit à l’identification de la source de bruit en sortie de la PLL, ainsi que de sa nature en fonction des paramètres physiques de la PLL. Cela a permis de proposer des recommandations quant au choix des paramètres afin de garantir une entropie maximale. Afin d’aider à la conception de ce type de TRNG, nous proposons également un outil de recherche des paramètres non physiques du générateur assurant le meilleur compromis sécurité/débit
This thesis, funded by the DGA, is motivated by the problem of evaluation of TRNG for applications with a very high level of security. As current standards such as AIS-31 are not sufficient for these types of applications, the DGA proposes a complementary procedure, validated on TRNG using ring oscillators (RO), which aims to characterize the source of randomness of TRNG in order to identify electronic noises present in it. These noises are manifested in the digital circuits by the clock jitter generated in the RO. They can be characterized by their power spectral density related to the time Allan variance which allows, unlike the standard variance which is still widely used, to discriminate these different types of noise (mainly thermal, flicker). This study was used as a basis for estimating the proportion of jitter due to thermal noise used in stochastic models describing the output of TRNG. In order to illustrate and validate the DGA certification approach on other principles of TRNG apart from RO, we propose a characterization of PLL as a source of randomness. We have modeled the PLL in terms of transfer functions. This modeling has led to the identification of the source of noise at the output of the PLL, as well as its nature as a function of the physical parameters of the PLL. This allowed us to propose recommendations on the choice of parameters to ensure maximum entropy. In order to help in the design of this type of TRNG, we also propose a tool to search for the non-physical parameters of the generator ensuring the best compromise between security and throughput

Yes
The continuous use of eGovernment services is a de facto for its prosperity and success. A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain needed engagements. This study examines the factors influencing citizens' continuance use of eGovernment services. Through the integration of Social Cognitive Theory, Expectation Confirmation Theory, DeLone and McLean IS success model, and E-S-QUAL, a survey of 471 citizens in the UK, engaging in online public services, found that prior experience, social influence, information quality, and service quality, personal outcome expectation, and satisfaction, are significant predictors of citizens' intention to use eGovernment, when they are regulated, through citizens' self-efficacy. The present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process. Therefore, it demonstrates how critical it is for the government's leaders to understand the patterns of the long-term process for electronic systems continually.
The full-text of this article will be released for public view at the end of the publisher embargo on 12 Nov 2021.
There is a corrigendum for this paper at https://doi.org/10.1016/j.giq.2020.101492. Elvira Ismagilova was not included as an author on the original record when she should have been.

Masters in Public Administration - MPA
The essence of e-government is to link government activities with the advanced technology that the world is having today. This technology has already shown a remarkable job in bringing efficiency in private sector through e-business, e-banking, e-procurement etc.It is, therefore, recommended by this study that government and its agencies could utilize e-government initiatives to bring service delivery closer to citizens. By so doing government officials and citizens would become much closer and perform their duties well and efficiently.The experience from various countries shows that there are various Information and Communication Technology (ICT) and e-government initiatives even in poor countries. In rural areas of Tanzania where electricity has never been thought to reach where illiteracy rates are increasing and where poverty is high, people are using mobile phones for their activities. This is possible as the prices of mobile phones are low and networks are available in such rural part of the country. Tanzania enacted ICT policy in 2003 which, among other things, emphasizes the need to have success in e-government services. Experience on ground, though, reveals that this policy is often not implemented. What seems in the implementation of ICT policy in Tanzania difficult is the lack of political will and the will to agree to change.On the other hand, Tanzanian citizens have been for a long time ready for change. A good example may be advent of the mobile phone industry in the country. Many respondents in this research expressed the need to adopt ICT to advance ordinary people.These respondents recommended that government officials accept change with regard to ICT, to introduce developmental plans and be innovative and creative enough in establishing service delivery programmes. As borne out by this study, ICT can also be used to link the private sector, public sector and service delivery to citizens.Still though, poor countries, apart from having many priorities to contend with, have to acknowledge that the world is changing rapidly and in order to combat poverty more effectively, technology is useful as it makes people understand the trends and changes that the world is witnessing today. Indeed, Tanzania can use ICT to move ahead in e-government because it has a good telecommunication system, a factor that would allow for the success of online services.

This is the first study undertaken into the way in which voluntary workers, untrained in information skills and working in community information services, collect, organise and use the information they provide to assist clients needing it for their day-to-day survival. The study is placed in perspective through a survey of the literature relating to community information services. This is supplemented by a study of documents relating to the Pretoria Citizens' Advice Bureau. Data was collected by means of participant observation at the Pretoria Citizens' Advice Bureau and interviews with voluntary workers in the Bureau. Analysis of the data was carried out according to the grounded theory approach. It was found that untrained volunteers creating information storage and retrieval tools for use by their fellow volunteers, work without a knowledge of information storage and retrieval theory. They tend to make ad hoc decisions and create tools that are not as user-friendly as they could be with some background in the theory of information science. On the other hand, volunteers searching for information make the same kind of demands of the information storage and retrieval system they use as do professional and scientific information users, in that they want direct access to as much relevant information as possible in one place. They want the information repackaged in a manner to suit their purpose. When under pressure, they are reluctant to consult multiple information storage and retrieval tools not within easy reach. The study culminates in a number of recommendations for the improvement of the service of the Pretoria Citizens' Advice Bureau in particular. Recommendations are also put forward for a centralised computerised database providing processed information to community information services in South Africa. Some suggestions are made concerning education and training of volunteers and professional information workers with a view to providing a better understanding of community information services.
Information Science
D. Lit. et Phil.

This study critically explores the relationships amongst the global, national, continental and alternative news agencies in South Africa and in a changing global context of news. It revisits previous studies’ findings on imbalances in global flows with a view to extending and updating these case studies. An extended-case study approach employing in-depth, open-ended interviews with news agency participants based primarily in South Africa and with the Pan African News Agency in Senegal is undertaken. The study postulates that news agencies do not operate independently of the broader external social environment. News agencies are influenced by changes in the global news environment and impacted upon by socio-economic, political and cultural processes and relations amongst nations. The main findings include firstly, that “intermediary changes” described as “adaptive strategies” at news agencies result from internal and external pressures on their operations of news production, selection and distribution. Internal pressures are identified as changes in ownership, and the gate-keeping function in the selection and exchange of news. External pressures are associated with the processes and relations of market-based global capitalism, which, it is theorized, gives rise to changing conditions described as a new phase of neo-liberal globalisation. Another finding related to the first, describes the adaptive strategies at news agencies as signifying a crisis in the global capitalist order and a transition to a post-industrial society. This post-industrial society presents the space for further investigation of the phenomenon of global consciousness, which is a further finding of the study. The prevalence of an alternative form of news production, citizens’ journalism, is seen as an example of an emerging public realm of opinion making, or, the public sphere. The study concludes that explanations for the persistence of imbalances in global news flows in the relationships among news agencies needs revision and updating, and that a global phenomenon, “global consciousness”, presents a challenge to the extreme market forces and the statist government control over media systems worldwide.

Submitted in partial fulfillment of the requirements for the Degree M-Tech: Information Technology, Durban University of Technology, 2014.
This dissertation reports on an empirical evaluation of citizen satisfaction with e-government information services provided by Southern African Development Community (SADC) governments, since citizens perceive service quality as an effective indicator of e-government shortfalls. Few studies have been conducted in SADC countries to empirically evaluate the satisfaction of regarding e-government services. An e-government satisfaction model was applied, which is a non-linear framework with interactive quality proxies. A total of 364 respondents was used for data collection. An analytic modelling technique of Partial Least Squares (PLS) was used to predict the factors that most influence citizen satisfaction with e-government information services provided by SADC governments. The resulting model fits the data with a high goodness of fit (GoF) of 0.62 and a model predictive power (R2) of 0.60 for the global model. In addition, the results of this study show that perceived quality is the most influential factor affecting citizen satisfaction with e-government information services, followed by citizen complaint handling and then citizen expectation. Finally, this study used PLS to rank the SADC countries involved in this study in terms of which country is offering the best level of e-government information services and customer satisfaction. The results indicate that South Africa was ranked highest and Tanzania lowest.

Public organisations account for their performance by making annual reports available to the public. While such increased emphasis on performance leads to a greater awareness of annual reports, it also raises the question of whether performance information is relevant and effective for accountability purposes. This qualitative study uses the Critical Realism approach to assess the contribution of performance reports in making municipalities more responsible; and their managers accountable for achieved and failed service delivery targets. Content and thematic analyses are applied to the collected data following case studies on the metropolitan cities of Ekurhuleni, Johannesburg, and Tshwane in Gauteng, South Africa. The findings are that despite poor quality issues in reports, there is no link between performance and accountability. In other words, while performance reports have the capacity to correctly provide actual performance data, they are not used to hold public managers to account. Generally, politicians from underdeveloped countries are elected based on popularity rather than ability, hence they are reluctant to utilise performance reports, instead they tend to keep those public managers who look after their interest despite failures. Therefore, lack of consequences, complex governance systems, and passive citizenry, create a safe zone for both councillors and public managers to remain unaccountable. Further studies are recommended on empowering communities and accountability of councillors to citizens.
Business Management
M. Phil (Accounting Sciences)

Effective e-records management is considered an integral part for successful implementation of e-government. While many previous studies have been carried out on e-government implementation, few investigated e-records management in supporting successful implementation of e-government in Tanzania with a view to developing the best framework. The specific objectives of the study were to: determine e-records readiness in the Tanzania Public Service; assess e-government implementation status in the Tanzania Public Service; establish the effectiveness of existing e-records legal, policy and regulatory framework in support of e-government; determine the e-records knowledge and skills of staff in the Public Service; find out the extent to which the National Archives (RAMD) is involved in the management of e-records and e-government implementation in the Public Service; and to develop a framework for the management of e-records and e-government implementation. The study based on interpretive research paradigm and adopted qualitative research method. A sample size of 50 respondents was drawn from four public offices namely: the Ministry of Public Service (PO-PSM), Tanzania Communications Regulatory Authority (TCRA), E-Government Agency (e-GA) and the Records and Archives Management Department (RAMD). Data was collected through interviews and personal observation and was analysed using thematic analysis. Findings revealed that although there is evidence of availability and use of e-records across government institutions in Tanzania, the e-records readiness and efficiency levels in support of e-government were low; the management of e-records is not yet streamlined to the majority registries; and e-Government implementation maturity level is low. Findings revealed that although there is evidence of availability and use of e-records across government institutions in Tanzania, the e-records readiness and efficiency levels in support of e-government were low; the management of e-records is not yet streamlined to the majority registries; and e-Government implementation maturity level is low. Further findings indicated that the existing legislations, policies and regulations are inadequate and ineffective particularly on matters relating to e-records management and e-government implementation; records personnel, action officers and IT staff were not conversant with procedures and practices of e-records management; and that, there is poor involvement of RAMD in ERM a situation that slows down implementation e-government. The study concluded that, the current practices for managing electronic records in support of e-government implementation in Tanzania were inadequate. Even the existing national e-government strategy does not incorporate the management of electronic records as an important aspect towards successful implementation of e-government in the country. The study has recommended a framework for effective management of e-records in support of e-government implementation; e-records management training for records personnel, IT staff and secretaries; development of RAMD website; identification of ERM software specifications; customization of ISO standards to suit Tanzanian environment; amendment of the existing Archival legislation; and benchmarking from successful governments.
Information Science
D. Litt. et Phil.(Information Science)

This thesis is an account of how a networking approach may assist participatory community development. The author undertakes naturalistic action research into how she can improve her social practice with a view to gaining equal participation amongst university and community members in a community development practicum. She describes how efforts to maximize group participation are typically countered with various forms of non-participation, analogous to a rebellion against authoritarianism. Dialogue with her doctoral peer group about tacit meanings from her personal history reveals that she is too heavily invested in community involvement. A stance of irreverence gives her the freedom to realize that her politically correct approach is conveying the message that "MY way of participation is THE way". She embarks on a networking programme of action in the hope of achieving more balanced participation. A multidisciplinary workshop and a study tour show her that openness to multiple inputs may free people from restrictive views and problematic styles of participation. She initiates the formation of a local network and finds that this is a more free-flowing structure that encourages fluid problem solving among community, government and university participants. The author's original anxieties are, however, revived when networking, too, becomes entangled in organizational complexities. She eventually realizes that she tends to base her actions on premises of power and justice and that it may be helpful to base new ventures on information flow and creativity instead. Her new approach to group facilitation elicits creative inputs from others. She finds that deliberate debate of the assumptions on which collective undertakings are based releases an awareness of alternative approaches to addressing unequal resource utilization in the commons. A review of the local Network's development over six years draws attention to networking resources, and its uses, structuring and management. The author's experiences continuously demonstrate that the assumptions of independence and freedom of choice may provide a more satisfactory basis upon which to manage community participation.
Social Work
D.Litt. et Phil. (Psychology)

O Estado e a administração pública têm tidoao longo dos temposgrandes transformações, desenvolvendo-se de forma diversificada. Até aos finais do século XIX o Estado tinha uma atitude de alheamento, após a segunda guerra mundial passou a ter uma intervenção directa que durou até finais do século XX e no século XXI tornou-se num regulador indirecto. Por sua vez, foi surgindo um novo tipo de governação que redefine e configura o estado, designado como o paradigma da regulaçãoe que defende o desenvolvimento científico e a evolução dos paradigmas. A governança global veio estabelecer novos modos de regulação e de integração da sociedade e nova ordem internacional. Com base no assunto acima citado, o primeiro capítulo deste trabalho de projecto apresenta as principais perspectivas teóricas que reflectemos vários tipos de reforma do Estado e da administração pública criando novos paradigmas. Dando continuidade ao enquadramento, o segundo capítulo desenvolve uma proposta de modernização para os serviços público aduaneiro, em que assenta nas tecnologias de informação e comunicação. Que consiste na implementação de softwarede informação, para ser aplicado na plataforma de informação digital da DGAIEC, com o objectivo de oferecer mais informação ao cidadão/cliente nos locais de atendimento aos utentes da DGAIEC. Por fim, o terceiro capítulo defende que o presente trabalho de projecto será uma mais -valia para a DGAIEC e para os cidadãos, pois, oferece mais informação ao cidadão, moderniza os serviços público aduaneiro e contribui para uma melhor performance dos serviços da DGAIEC.
The State and the public administration have had throughout the great times transformations, developing themselves of diversified form. Until the ends of century XIX the State had a transference attitude, after World War II started to have an intervention direct that it lasted until ends of century XX and in century XXI indirect became in a regulator. In turn, a new type of governmentwas appearing that redefines and configures the state, appointed as the paradigm of the regulation and that it defends the scientific development and the evolution of the paradigms. The global governancelode to establish new ways of regulation and integration of the society and new international order. On the basis of the subject above cited, the first chapter of this work of project presents the main theoretical perspectives that reflect some types of reform of the State and the public administration creating new paradigms. Giving continuity to the framing, as the chapter it develops a proposal of modernization for the services public customs, whe re it seats in the technologies of information and communication. That it consists of the implementation of information software, to be applied in the platform of digital information of the DGAIEC, with the objective to offer to more information to the citizen/customer in the places of attendance to the usuaryof the DGAIEC. Finally, the third chapter defends that the present work of project will be a more-value for the DGAIEC and the citizens, therefore, offers more information to the citizen modernizes the services public customs and contributes for one better performance of the services of the DGAIEC.