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Journal articles on the topic 'Citizens information service'
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1
Paul, Anindita. "Assessing the Value of a Government Call Centre in India: A Case Study." IIM Kozhikode Society & Management Review 8, no. 1 (January 2019): 23–33. http://dx.doi.org/10.1177/2277975218817403.
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Integrated information systems enable governments to provide better services to citizens. With the aid of such systems, citizens and service agents are able to communicate and resolve issues faster and with ease. The present study looks at an integrated information system employed in a government call centre in South India to gauge its value for the government and citizens. A holistic evaluation of the integrated information system was made in order to identify the impact on governance-centric values for citizen services. Analysis of call logs, process flows, citizen feedback and web-presence led to an understanding of aspects that disable better utilization of the integrated information systems for citizen-centric services. The call centre lagged in efficient resource allocation, agent utilization and process flow that are essential for creating value for the government by improving operations and processes. Citizen-centric values that were affected emerged mainly from the inadequateness in service quality and paucity of digital access. Resource utilization, process efficiency, higher participation by citizens through the digital medium and citizen satisfaction were seen as areas that could impact services offered to the citizens positively.
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Pareek, Urvashi, and Nagendra Ambedkar Sole. "Delivery of Time-Bound Public Services to Citizens: Indian Experience." Indian Journal of Public Administration 66, no. 3 (September 2020): 343–55. http://dx.doi.org/10.1177/0019556120953806.
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The delivery of public services to the citizens is the most critical function of the government, among the other functions being development and regulation. The three essential pillars of public service delivery are timelines, quality and grievance redressal. The concept of public service delivery emerged in the 1990s, with New Public Management and Citizen Charter’s evolution in the UK. With the shift in the role of the state from provider to facilitator and regulator of public services, the focus is to ensure transparency, accountability and citizen centricity in administration and maintain citizen’s satisfaction and trust in the government. This article highlights the concept of public service delivery, and time-bound delivery practices, adopted internationally and nationally. The article concludes that India needs to look beyond Information and Communications Technology and capitalise on other options as listed in suggestions.
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Emmanouil, Dimitrios, and Antonia Mourtzikou. "A Follow up to Semi-Automatic Systems for Exchanging Health Information." International Journal of Reliable and Quality E-Healthcare 4, no. 1 (January 2015): 45–61. http://dx.doi.org/10.4018/ijrqeh.2015010104.
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The present research is an attempt to explore the applicability of the best possible service in the area of organized health care services, at fixed predefined points of service. The suggestion is that there should be a system that will receive and provide information about health matters of general public concern. Thus following the lead of Citizen Service Centers in Greece, it can be extended conveniently to mobile devices. The main survey was conducted on a sample of Municipalities and Citizens in the year 2013. The results indicate that the new proposed system could be more secure for citizens for future use, based on supervising procedure by proper employee who will provide more help to the users, instead of a fully automatic system.
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Sorn-in, Kanda, Kulthida Tuamsuk, and Wasu Chaopanon. "Factors affecting the development of e-government using a citizen-centric approach." Journal of Science & Technology Policy Management 6, no. 3 (October 5, 2015): 206–22. http://dx.doi.org/10.1108/jstpm-05-2014-0027.
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Purpose – The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach. Design/methodology/approach – This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age. Findings – By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society. Research limitations/implications – The research covered the development patterns of e-government for services from government to citizens only. Practical implications – Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies. Social implications – The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens. Originality/value – The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.
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Ma, Liang, and Yueping Zheng. "National e-government performance and citizen satisfaction: a multilevel analysis across European countries." International Review of Administrative Sciences 85, no. 3 (July 15, 2017): 506–26. http://dx.doi.org/10.1177/0020852317703691.
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Are citizens more satisfied with e-government ranked higher in league tables? In this article, we empirically examine the relationship between objective e-government performance on the supply side and the perceptions of citizens on the demand side. A multilevel analysis of over 28,000 respondents across 32 European countries reveals that highly ranked e-government is warmly welcomed by citizens, suggesting that the supply and demand sides of e-government are, in part, consistent. Specifically, the e-government performance–satisfaction correlations in e-service and e-participation are more prominent than that of e-information. The results also show that citizens’ perceived e-government benefits are mainly from using online services. While e-government rankings are reasonably predictive of citizen satisfaction, they should be referred to with caveats in e-government policies. Points for practitioners The empirical findings reveal that objective e-government performance is partially congruent with citizens’ satisfaction and perceived benefits. While e-government rankings may not be good predictors of citizen use, they do coincide, in part, with citizen satisfaction. Ubiquitous e-government benchmarks can be referred to as reliable gauges of citizen satisfaction, though their susceptibility varies across the purposes of e-government use. The various benefits that citizens perceived from e-government are primarily derived through online services instead of electronic information or participation, and the government should pay more attention to e-service development in order to bring more benefits to its users.
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R. Al-Soud, Anas, Hussein Al-Yaseen, and Saheer H. Al-Jaghoub. "Jordan’s e-Government at the crossroads." Transforming Government: People, Process and Policy 8, no. 4 (October 14, 2014): 597–619. http://dx.doi.org/10.1108/tg-10-2013-0043.
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Purpose – The purpose of this paper is to assess the maturity level of the Jordanian electronic Government (e-Government) program from the citizen’s perspective. This assessment aims to help in determining whether the Jordanian e-Government strategy, set back in 2002, has achieved its main objectives which are delivering services to people across society, irrespective of location, economic status, education or ICT ability; improving the ICT readiness and infrastructure; and developing new service delivery channels and increase the involvement of citizens through the use of ICTs. Jordan started a national e-Government initiative aiming to streamline government procedures and provide government information and services to the public online. This paper reveals the levels of citizens’ awareness, acceptance, usage and willingness to use the e-Government services in Jordan. It investigates issues such as Jordan’s e-Government maturity level, citizen’s preferences when dealing with e-Government, citizen’s attitude toward using various e-services, citizen’s concerns and the required services. Design/methodology/approach – To achieve the research purposes, which needed a high rate of respondents to generalize the findings, we opted for quantitative research through questionnaires as an appropriate instrument base to address the citizens’ awareness and usage of e-Government services. In total, 7,238 distributed surveys were conducted across Jordan. The average of the responses rate in the three regions was 58.6 per cent. Findings – The citizen’s interest in e-Government services is declining, as the citizens’ level of awareness of e-Government and its services is still modest after more than ten years of the start of the e-Government program in Jordan. Citizens’ attitude toward using e-Government services is changing and determined by various factors and issues reported in the paper. Research limitations/implications – The selected governorates might not be the best governorates to represent the three regions of Jordan, the data took almost 15 months to be collected and analyzed which may have resulted in some changes to the reality. Finally, developing countries are not a homogenous group and, therefore, the results of this paper may not be generalizable. Originality/value – The findings present a number of key factors that hinder Jordan’s e-Government development. These findings can be useful for researchers and practitioners, as they provide rich insights on e-Government development. The findings can be also useful to other developing countries, as they can help them in understanding citizen related challenges when designing, planning and implementing their e-Government initiatives.
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Gautam, Ajay. "Role of Coordination in Effective Public Service Delivery System." Journal of Public Administration and Governance 10, no. 3 (September 2, 2020): 158. http://dx.doi.org/10.5296/jpag.v10i3.17205.
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Governance and delivery of public services are aimed at managing limited available resources to effectively deliver services to the citizens of a country. However, due to lack of coordination management, personal political gains and inclusion of politics, citizens are deprived of the required information and infrastructure. This deprivation not only results in economic losses but also causes deterioration of the state of social well-being. Indian public administration has suffered from the problem of coordination due to which in many aspects the objective of benefitting the citizens is not fulfilled. This study is focused on examining the role of coordination in the public service delivery system. By comparing the Indian public delivery service system with those of Uruguay and Georgia, this study reveals that presence of coordination among the organizations, agencies, and departments improves transparency, accessibility of information, institutional capacity, and innovativeness of a country. Hence, for effective delivery of public services to citizens, maintenance of coordination is essential.
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Biljohn, Maréve Inge, and Liezel Lues. "Social innovation and service delivery in Belgium and South Africa." Transforming Government: People, Process and Policy 13, no. 2 (May 20, 2019): 143–58. http://dx.doi.org/10.1108/tg-11-2018-0070.
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Purpose Social innovation (SI) remains a latent area in the South African local government (LG) sphere despite its growing use in public-sector service delivery globally. This paper aims to investigate the use of SI in the service delivery of LG through a comparison between the City of Ghent (CoG) (Belgium) and the Mangaung Metropolitan Municipality (MMM) (South Africa). Design/methodology/approach Through a comparative case study approach, qualitative research methods were used to both collect and analyze the data. Data collection instruments included document analysis (naturally occurring data), semi-structured interviews (generated data) and focus group discussions (generated data). Findings Although LG is obliged to collaborate with citizens, various factors influence citizens’ ability to make contributions, even when platforms are created. Collaborative initiatives aid in the realization of collective development visions and enhance citizen participation in a more responsive and inclusive approach to service delivery. Collaborations would require citizens and LG officials to be empowered by finding new ways of working together, as well as developing skills. Practical implications Citizens’ participation when SI is used to enhance service delivery should be meticulously planned. Co-producing services require a conducive internal organizational context that advances citizen participation in the governance and decision-making of service delivery, which is likewise optimal for enhancing the use of SI during the respective co-production service delivery stages. Achieving a conducive internal organizational context is influenced by the role of LG officials and politicians in understanding the value proposition of participation in service delivery to citizens. This value proposition is crucial to building and establishing a trust relationship between citizens, LG officials and politicians. Finally, consensus concerning the concept of SI and its use and implementation is important to ensure its consistent use and application by a municipality, and thus calls for further in-depth investigation. Originality/value SI is a nascent area for which the discourse is still under development, and it is a concept that is often the subject of debate in literature. This paper is justified by the fact that the use of SI in the South African LG sphere lags behind the growing use thereof in public-sector service delivery by LGs globally. In addition, the study presents novel insights regarding similarities and differences in the use of SI through a comparison between two LGs, namely, the MMM and the CoG.
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Park, Hayan, and Muhammad Firdaus Samijadi. "Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention." Journal of Public Administration and Governance 11, no. 2 (July 2, 2021): 357. http://dx.doi.org/10.5296/jpag.v11i2.18677.
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The implementation of technological developments in the field of Information and Communication Technologies (ICT) have been carried out by many countries to help make government service delivery to their citizens better. E-government initiatives are developed to try and attain a higher level of efficacy in government service provision by utilizing the latest developments in ICTs to innovate and promote the interactions with citizens. E-government initiatives should not only be about putting forms, websites and services online, but should also provide a framework of options on how the government continues to improve their services and how to bring adjustments based on the users' demand. A citizen-centric study of how citizens perceive e-government services should help governments and future researchers adjust their initiatives accordingly. This study explores the citizens' perception of e-government in Korea by utilizing an Importance-Performance Analysis method and also seeks to identify which attributes of e-government can influence citizens' satisfaction and behavioral intentions. The result of the IPA indicates that technical support/feedback and real-time service provision are the main areas where e-government should focus on. Overall, the IPA model indicates other factors that can influence satisfaction and behavioral intention, and a well-structured e-government plan based on the findings may as well enhance the specific aspect of e-government.
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Miah, Shah Jahan. "The Role of End User in E-Government Application Development." Journal of Organizational and End User Computing 24, no. 3 (July 2012): 69–85. http://dx.doi.org/10.4018/joeuc.2012070104.
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This paper describes a new conceptual approach of e-government application development in which end users such as government managers, responsible officials and citizens at different levels can engage in effective service delivery, particularly in the agricultural sector. This approach provides end-user specific customizable provisions in which responsible government officials can design public services for the target end-user groups/local citizens such as primary producers. In the G2C (Government to Citizen) dimension, the author focuses on a hypothetical case of an e-government solution that provides various agricultural extension services such as training, awareness, consultation services, and knowledge sharing services provision, according to individual or farming requirements. This initiative reinforces a shift from the traditional information portal process to a new provision where citizens/primary producers can actively contribute in designing their useful services from the relevant government agencies. This paper presents a generic process model and identifies the critical interplaying roles between the end-user groups. The study argues that the process model may be operationalized in various other government service sectors.
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Utomo, Is Hadri, Retno Suryawati, and Herwan Parwiyanto. "EFEKTIVITAS UNIT LAYANAN ADUAN SURAKARTA DALAM MENERIMA KELUHAN WARGA DI KOTA SURAKARTA." NATAPRAJA 7, no. 2 (December 1, 2019): 217–30. http://dx.doi.org/10.21831/jnp.v7i2.22044.
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The establishment of the Surakarta Complaint Service Unit (ULAS) in 2013 as a non-structural government organization unit that carried out public complaints services. ULAS was formed to improve service quality and ensure the provision of public services in accordance with the principles of good governance, including the realization of public information disclosure in response to complaints from people who are not satisfied with the services they receive. This study examines the effectiveness of ULAS in accepting citizen complaints and the steps of the Surakarta City Government to follow up on these complaints, as well as solutions. All results state the existence of effectiveness, with some special notes on the conditions or variable questions that have answers that do not agree, among others concerning: the target of resolving citizen complaints by ULAS, complaints of citizens against certain problems have not been channeled to more than one OPD, solving problems against Complaints have also not fulfilled the satisfaction and aspirations of citizens, and related infrastructure facilities have not been in line with the development of information technology. Some of these are specific notes regarding the organizational effectiveness of ULAS.
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Yustrinita, Monika Yuliana, and Sabilla Opi Aprilia. "Sistem Pengelolaan Data Warga, Informasi Kegiatan dan Informasi Penggunaan Iuran pada Lingkungan Rukun Tetangga (RT) Berbasis Web." Jurnal Informatika Universitas Pamulang 6, no. 1 (March 31, 2021): 77. http://dx.doi.org/10.32493/informatika.v6i1.8283.
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Rukun Tetangga is an organization led by the chairman of RT, rt's duties and functions are to provide services, maintain the harmony of the environment of its citizens, as well as a medium of community liaison with the local government in conveying aspirations. In observation activities and interviews directly with the chairman of RT and citizens, there are problems that are often faced by management members and citizens, the problem is the process of managing citizen data, information activities and contribution reports, the problems such as the process of recording repeatedly and the use of paper media that can cause the search process is quite time consuming and has a risk of being vulnerable to damage or loss. To overcome this, RT needs to develop data management system in Rukun Tetangga by using Waterfall as its development method and Unified Modeling Language (UML), and for the implementation process, researchers use PHP and MySQL. This research produces web-based applications for which provides management of citizen data, activity information and contribution management reports that can speed up the service process for citizens.
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Solvang, Bernt Krohn, and Charlotte Kiland. "Public service providers and users in the information society." Journal of Comparative Social Work 1, no. 1 (April 3, 2006): 3–20. http://dx.doi.org/10.31265/jcsw.v1i1.20.
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The issue to be discussed in this article is to what extent does ICT create new challenges for the relationship between public service providers and users? It is important to recognize the concept of social capital because the concept is vital to the understanding of access to the information society and efficient functioning of government in its service to citizens. In this way we see social capital as a mediating “institution” between public authorities and the citizens (users).
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Al Hujran, Omar, Anas Aloudat, and Ikhlas Altarawneh. "Factors Influencing Citizen Adoption of E-Government in Developing Countries." International Journal of Technology and Human Interaction 9, no. 2 (April 2013): 1–19. http://dx.doi.org/10.4018/jthi.2013040101.
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The main purposes of this study are to investigate citizen adoption of e-government services in Jordan and to explore factors affecting the level of adoption of e-government services. Importantly, this study aims to develop a conceptual framework that is based on previous literature of Technology Acceptance Model (TAM) in order to examine the relationships between certain factors (government trustworthiness, service quality and citizen satisfaction) and citizen adoption of e-government services. A self-administered questionnaire was used to capture data from 356 Jordanian citizens across the country randomly. The findings indicate that perceived usefulness, perceived ease of use, citizen satisfaction and trustworthiness are significant predictors of the Jordanian intention to use an e-government service. The results also showed that the service quality dimensions: responsiveness, reliability, and empathy have significant impacts on the citizen satisfaction. The study has made significant contributions to the body of knowledge at academic and practical levels as an important exploratory study that was conducted in the context of Jordan, a developing country with genuine need for more research works on e-government issues. In addition, this study provides some valuable insights into the performance and adoption of e-government in Jordan that could help government agencies to improve the effectiveness of their services.
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Ranerup, Agneta, and Helle Zinner Henriksen. "Enrolling citizens as informed consumers in quasi-markets." Information Technology & People 32, no. 6 (December 2, 2019): 1517–35. http://dx.doi.org/10.1108/itp-07-2017-0232.
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Purpose Many countries today, especially in Europe, provide publicly funded public services in quasi-markets. As these markets commercialize, agencies of various types are providing technologies that support citizens’ choice of services. Citizens’ use of technologies for service provision is studied as e-government under labels of channel management, e-service uptake or adoption. In contrast, by using actor–network theory (ANT), the purpose of this paper is to focus on the marketing devices that are used to enroll citizens to choose technologies in a context with large penetration of quasi-market arrangements. Design/methodology/approach Based on a Swedish case study, this paper uses qualitative data from 11 occurrences of technologies to support citizens’ choice (“market devices”) in education, healthcare and public pension in an analysis of the means taken (“marketing devices”) to increase their use. The study formulates a tentative typology of these devices. Findings The marketing devices are intended to attract citizens’ attention to the possibility of choice (e.g. catalogs, postcards and commercials), invite interaction (e.g. various social media platforms), improve the technological support in line with user needs (e.g. user participation in development), increase visibility of technological support (e.g. search optimization) or directly connect citizens to technological support (e.g. via links). Originality/value The paper contributes to e-government research through a typology of means taken to increase citizens’ technology use based on selected concepts from ANT, and to a discussion of technologies and humans.
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Ratza, Carol A. "The Great Lakes Information Network: the Region's Internet Information Service." Toxicology and Industrial Health 12, no. 3-4 (May 1996): 557–61. http://dx.doi.org/10.1177/074823379601200327.
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Communication is the cornerstone of ecosystem protection and sustainable development efforts in the binational Great Lakes region of North America. Great Lakes environmental protection, remediation, and pollution prevention efforts bring together individuals from across the public sector, business and industry, citizens groups, and academia. The region is now working to enhance communications between these groups and the rest of the world, through the Internet-based Great Lakes Information Network (GLIN). Diverse regional data, information, and human resources located at key agencies and organizations are accessible via GLIN. These online resources span environmental quality, human health effects and other research, resource management, transportation, demographic, and economic data, as well as other resources in the Great Lakes region of the United States and Canada. Federal, state, provincial, and regional agencies and a range of citizen, business, and research organizations are cooperating with the lead agency, the Great Lakes Commission, in developing GLIN into the region's shared Internet resource. GLIN resources are accessible to users of ubiquitous Internet research tools including World Wide Web and Gopher. Statistical information on usage and the region's response to ongoing efforts to build the GLIN system and solicit contributions of data and information indicate that we can continue to build GLIN into a truly regional resource which enhances communication among researchers, policy makers, students, and the general public.
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Roach, Charlene M. L., and Cristal Beddeau. "Engaging Citizens and Delivering Services." International Journal of Public Administration in the Digital Age 2, no. 3 (July 2015): 61–79. http://dx.doi.org/10.4018/ijpada.2015070104.
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Globally, governments are attempting to transform their societies with the widespread use of information and communication technologies (ICTs). Public agencies consider ICTs as powerful tools to deliver services to citizens and encourage engagement. Debate surrounds issues of e-government and how it can be used to transform service delivery and engagement to citizens. For developing countries research indicates that most of these attempts can be explained as e-government versus e-governance. This article examines initiatives by the Housing Development Corporation in Trinidad and Tobago to provide service delivery to citizens and encourage their participation through electronic means. It also evaluates the effects of the agency's initiatives to citizens and its ability to interact with them. Using content analysis of the agency's website and survey interviews, the study examines four categories taken from two research questions and suggests the extent to which these efforts signal the development of e-government practices by this agency.
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Gerpott, Torsten J., and Nima Ahmadi. "Use levels of electronic government services among German citizens." Transforming Government: People, Process and Policy 10, no. 4 (October 17, 2016): 637–68. http://dx.doi.org/10.1108/tg-05-2016-0025.
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Purpose To better understand the use intensity of e-government service offerings among citizens, a considerable number of studies have examined correlations between various attitudinal constructs related to such offerings and citizens’ service adoption (intentions). This investigational paper aims to take a different angle by exploring associations between a set of 11 objectively identifiable household and individual behavioral and socio-demographic characteristics on the one side and three levels of e-government services use on the other. Design/methodology/approach The empirical analysis is based on survey responses of a random sample of 17,012 individuals residing in Germany. Findings Ordinal logistic regression analysis suggests that citizens with low use levels of public e-service offerings are most likely younger male persons with low levels of computer literacy, internet affinity and education, who have a migration background and live in small mid-level-income households located in rural communities. Practical implications The findings imply that public institutions may find it difficult to rapidly raise e-government acceptance by distributing only “technocratic” information explaining various service options. Public authorities should consider supplementing “pure” information programs by measures which ensure that the software of e-government service platforms is designed in a way guaranteeing a very high level of “usability”. Furthermore, they should analyze whether the benefits of providing e-government services in specific foreign languages outweigh the costs of such a service extension. If this is the case, an easy-to-use software menu item should be introduced which enables citizens to switch to another common foreign language. Originality/value The contribution of this paper results from the analysis of a set of objective predictors of e-government service use in a large random sample of citizens residing in Germany, whereas most prior studies are based on surveys of small convenience samples in other countries.
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Riskasari, Riskasari, and Hamrun Hamrun. "Penerapan Kontrak Pelayanan (Citizen Charter) pada Rumah Sakit Umum Daerah Kabupaten Sinjai." Jurnal Ilmiah Ilmu Administrasi Publik 7, no. 2 (December 30, 2017): 91. http://dx.doi.org/10.26858/jiap.v7i2.4953.
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This study aims to determine the extent to which the Service Contract (Citizen Charter) is applied to RSUD Kabupaten Sinjai. Implementation of Service Contracts is inseparable from the willingness, awareness and also cooperation between stakeholders, especially the RSUD with the community served. . This research uses qualitative approach, with case study method. For the purposes of data collection, the researchers conducted observations and in-depth interviews. The results of this study indicate that in order to improve the quality of health services that are responsive, transparent and accountable requires the application of indicators of Service Contract (Citizen Charter) optimally; provide service certainty covering time, cost, procedure and mode of service, provide information on the rights and obligations of service users, service providers, and other stakeholders in the overall process of service delivery, facilitate service users, citizens, and other stakeholders to control the practice of service delivery, service management improves service delivery performance, helps service management identify needs, expectations, and aspirations of other stakeholder service users.
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Gofen, Anat. "Citizens’ Entrepreneurial Role in Public Service Provision." Public Management Review 17, no. 3 (September 2, 2013): 404–24. http://dx.doi.org/10.1080/14719037.2013.822533.
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Rohmah, Amandita 'Ainur, and Rini Rachmawati. "Utilization & Quality of Information System for Administration Services Based on ICT In Patehan, Kraton, Yogyakarta." Indonesian Journal of Science and Technology 4, no. 1 (March 7, 2019): 55. http://dx.doi.org/10.17509/ijost.v4i1.12680.
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Development of technology and application of e-government at city, sub-district, and village become the factor of emergence of Information and Communication Technology-based information service system innovation. Yogyakarta has implemented e-government as one of the strategies used to achieve the slogan of Yogyakarta Smart City. One of the areas that have implemented the concept is Patehan, Kraton, Yogyakarta. This research aims to describe the system of online administrative services, identify of utilization by the community, and measure the quality of its services. The research method used was qualitative and quantitative methods. Data collected are primary data and secondary data with analytical technique used is descriptive qualitative and quantitative. Based on the results of the research can be seen that the administrative service system in Patehan (SiWarga Patehan) is a system made by citizens, for citizens, and from citizens to take care of online certificate from RT, RW until the village that serve as one alternative for the community has high mobility. Based on 60 respondents, it can be concluded that the administrative system of SiWarga Patehan included into the category of good with the service index of 79.97.
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Bhattacharya, Debjani, Umesh Gulla, and M. P. Gupta. "E‐service quality model for Indian government portals: citizens' perspective." Journal of Enterprise Information Management 25, no. 3 (April 13, 2012): 246–71. http://dx.doi.org/10.1108/17410391211224408.
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Diirr, Bruna, Renata Araujo, and Claudia Cappelli. "Encouraging Society Participation Through Conversations About Public Service Processes." International Journal of Electronic Government Research 10, no. 2 (April 2014): 22–42. http://dx.doi.org/10.4018/ijegr.2014040103.
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This paper posits the idea that conversations about public services encourage society participation in public issues and establish closer ties between society and government service providers. It is argued that by making society aware of how a service is provided – its process - citizens (clients) may develop a better attitude for interacting with government and other service users, by discussing problems, correcting previously-available information, increasing their knowledge about the processes. This paper presents a tool designed to support conversations about public service processes and the results obtained with a case study of its use. The results suggest that conversations have stimulated interaction among citizens and government services providers as well as allowed identification of service improvement opportunities.
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Bayona-Ore, Sussy, and Vicente Morales Lozada. "E-government and E-services in Local Government: a Case Study." WSEAS TRANSACTIONS ON ENVIRONMENT AND DEVELOPMENT 17 (July 9, 2021): 732–39. http://dx.doi.org/10.37394/232015.2021.17.70.
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E-government requires the intensive use of ICTs (information and communication technologies) in public institutions to deliver services to citizens efficiently and effectively. E-government allows the transformation of the citizen service delivery system, and its implementation is conditioned by a set of critical factors. The city halls are directly connected with citizens and deliver e-services, but the importance of this level of government is sometimes underestimated. This study aims to explore the influence of critical factors on the e-services implementation in city halls. The authors used a model to assess the e-government development index of 10 city halls and to know the provision of e-services of city halls. The results reveal that the city halls in the study currently offer e-services at the levels of presence and urban information. It important that the efforts of city halls must be oriented to the levels of interaction, transaction and e-democracy.
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Taufik, Taufik. "TRANSPARANSI DAN KEMUDAHAN AKSES DALAM PELAYANAN PUBLIK PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN KOLAKA." Journal Publicuho 4, no. 1 (March 5, 2021): 118. http://dx.doi.org/10.35817/jpu.v4i1.16500.
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This article aims to discuss the dimension of transparency in the process of organizing public services at the Office of Investment and Integrated Services One Door Kolaka Regency. The lack of access from citizens, limited public service information, and various maladministrations that occurred showed not an optimal improvement in the quality of public services in Indonesia. The idea of transparency in public services is that the government should be open with the availability of clear information and provide convenience to citizens in accessing services. this research uses a qualitative approach with a case study. Data is collected through interviews, observations, and documentation. The results of this study show that the process of organizing public services at the Office of Investment and Integrated Services One Door Kolaka Regency has been carried out transparently. Service executors have been open and provide all public service information needed by the community. Access to services can be reached easily by residents. Although some people have difficulty in accessing services online, the implementing officers always help and provide convenience as a form of responsiveness in public services.
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Hassan, Ahmed, and Emad Ahmed Abu-Shanab. "Exploring the Factors Affecting User Satisfaction With Metrash2 System." International Journal of Electronic Government Research 16, no. 1 (January 2020): 18–39. http://dx.doi.org/10.4018/ijegr.2020010102.
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This research investigated Qatari citizens' perceptions regarding the factors influencing their satisfaction with Metrash2 system. Qatari residents use Metrash2 to query, transact, and follow-up their needed information/services online. The study integrated the technology acceptance model (TAM) and the information system success model (ISSM) to explore the factors influencing users' satisfaction with the system. Perceived usefulness and perceived ease of use were significant predictors of behavioral intentions (R2 = 0.554). Furthermore, service quality, information quality, and behavioral intentions were significant predictors of users' satisfaction (R2 = 0.789). Research results did not support the role of system quality in predicting users' satisfaction. Qatari government should focus on the usefulness and ease of use of the system to drive citizens to use it. Convincing citizens to use Metrash2 requires better service quality and information quality. More details are reported at the end of the paper.
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Badina, A. V., and M. N. Oreshina. "THE MAIN DIRECTIONS OF THE DIGITAL PROFILE CONCEPT DEVELOPMENT. FOREIGN EXPERIENCE AND DEVELOPMENT PROSPECTS." Vestnik Universiteta, no. 7 (September 7, 2020): 28–35. http://dx.doi.org/10.26425/1816-4277-2020-7-28-35.
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An approach to solving a comlex and urgent problem facing state and near-state agencies has been described: to provide popular modern services to citizens, while reducing operating costs through the use of digital technologies to improve citizen service and develop more effective ways to work. At the moment, this is achievable by developing a unified information base for the provision of public services, based on the creation of a digital citizen profile. A comparative review of international experience in the field of digitalization of the process of interaction between citizens and government structures has been presented. In accordance with the digitalization programs launched in many countries almost simultaneously, many commercial and social projects are being developed. All of them become available when using complex analytical tools for processing Big data and a Unified identification and authentication system.
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Jain Gupta, Parul, and Pradeep Suri. "Measuring public value of e-governance projects in India: citizens’ perspective." Transforming Government: People, Process and Policy 11, no. 2 (May 15, 2017): 236–61. http://dx.doi.org/10.1108/tg-07-2016-0043.
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Purpose Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of public organizations and extent to which public organizations are able to meet their social objectives. However, it is also important to explore variables influencing public value to pursue for attaining high public value from such projects. This paper aims to attempt to explore such variables based on Situation-Actor-Process (S-A-P) framework. In India, physical presence of citizens is still required at many public centers established for delivering a variety of government services. A citizen at the time of his visit to a public service center faces a situation, deals with different actors and is subjected to a set of processes. At the end of the service cycle, the citizen develops a perception about public value of the e-governance project. The paper aims at exploring the likely influence of “Improved Situation”, “Capability Level of Actors” and “Flexible Process Workflow” on “Public Value” of e-governance projects. Design/methodology/approach On the basis of a review of literature, variables likely to be influencing public value have been identified in terms of situation, actors and processes. A questionnaire was designed, and a survey conducted to measure public value and S-A-P-related variables in the context of two e-governance projects, namely, Passport Seva Project and Driving License Project in India. Survey data have been analyzed to study the influence of S-A-P-related variables on the public value of e-governance projects. Learning issues have been synthesized in terms of implications for practitioners as well as researchers for enhancing public value of e-governance projects. Findings The study has revealed that a citizen-centric e-governance project with observed high value of conceptualized S-A-P variables is expected to be characterized by high public value. The analysis has also reflected upon a need for an in-depth study to explore empirically validated linkages between S-A-P variables and public value of e-governance projects. Research limitations/implications The paper is based on a pilot study in the context of two citizen-centric e-governance projects. It is required to study more such projects for the purpose of validating the proposed framework and arriving at generalized findings. Practical implications The study results are expected to sensitize practitioners to keep in view conceptualized variables related to situation, actors and processes while planning for citizen-centric e-governance projects. This may result in improved situation at the public service centers, better performance of employees and more flexible processes which may further help to increase the public value of such projects. Practical implications E-governance projects can perform a vital role in improving public value. In the context of India, a key objective of e-governance projects is to improve the service delivery of citizen-centric projects. The findings of the pilot study, based on the select two citizen-centric e-governance projects in India, reflect upon the likely relationship between public value and S-A-P variables. Thrust on improving situational aspects, as conceptualized in this study, is expected to improve comfort level of citizens while taking benefit of IT enabled services of government organizations. Better capability of actors at public organizations is likely to build trust and confidence among citizens toward these services. Adoption of flexible processes by public organizations is expected to ensure seamless delivery of services to citizens through alternate options. Enhanced delivery of services satisfies the need for improved public value and create positive attitude among society toward public organizations. It contributes to satisfaction level of citizens in terms of saving of time, money and efforts. Originality/value A review of literature has revealed a few studies undertaken in recent past with focus on measurement of public value in e-governance context. This paper is based on a novel idea of exploring the likely relationship between conceptualized S-A-P-related variables and public value of citizen-centric e-governance projects. Recommendations based on learning issues are expected to trigger suitable interventions to generate high public value from such projects.
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Leão, Heloise, and Edna Canedo. "Best Practices and Methodologies to Promote the Digitization of Public Services Citizen-Driven: A Systematic Literature Review." Information 9, no. 8 (August 2, 2018): 197. http://dx.doi.org/10.3390/info9080197.
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Governments at all levels have a mandate to provide services, protect society, and make the economy prosper. While this is a long-term goal, citizens are now expecting greater and faster delivery of services from government. This paper presents a systematic literature review of service digitization carried out by the governments of several countries, which was motivated by the lack of primary studies in the literature related to the identification of the processes and methodologies adopted by these governments and private companies to provide their services to the citizen. This work also contributes to the identification of best practices, technologies and tools used for the provision and evaluation of digitized services provided and how governments are evaluating the gains from digitization. These results of this systematic literature review serve as inputs to guide current and future research of the Brazilian Government in the construction of a digital platform for the provision of its services directed to the citizen, seeking to analyze their needs and improving the services currently provided.
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Brown, Lee P., and Mary Ann Wycoff. "Policing Houston: Reducing Fear and Improving Service." Crime & Delinquency 33, no. 1 (January 1987): 71–89. http://dx.doi.org/10.1177/0011128787033001005.
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In 1983-1984, the Houston Police Department tested five strategies designed to reduce fear among citizens living in test neighborhoods. This article reports the process by which the programs were designed and implemented, the research methodology used to evaluate them, and the effects of the programs on citizen fear and other attitudes. It also examines the effects of the programs on the officers who designed and implemented them, and reports on the use the Houston department currently is making of the information produced by the evaluation.
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Boldyreva, E. P., N. V. Gorbunova, T. Yu Grigoreva, and E. V. Ovchinnikova. "E-government Implementation in Spain, France and Russia: Efficiency and Trust Level." SHS Web of Conferences 62 (2019): 11005. http://dx.doi.org/10.1051/shsconf/20196211005.
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The article considers peculiarities of modern information technologies introduction including e-state management (e-government) in government bodies, local authorities and governmental structure. Certain factors, influencing citizen’s intention to use the system of interaction with e-government, taking into account trust, perceived risk and political efficiency on the example of several European countries are described in the article. Attempt to compare different approaches to e-government introduction into countries, having basic differences, influencing e-government introduction, i.e. cultural and historic problem of the country, infrastructure, e-competence and development of citizens, civil servants and technical staff was made by the authors. Advantages of e-government, such as improvement of access to information and services; dropping-out of access limits to authority, improvement the quality of service and reputation; integration of institutions are revealed in the paper. The authors attempt to examine modern conditions of new information technologies introduction; determine anticipated utility of their use; obtain new data of new government services; generalize problems of anticipated risks and threats for citizens, using e-government services and contemplate ways of their prevention.
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D’Aniello, Giuseppe, Matteo Gaeta, Francesco Orciuoli, Giuseppe Sansonetti, and Francesca Sorgente. "Knowledge-Based Smart City Service System." Electronics 9, no. 6 (June 9, 2020): 965. http://dx.doi.org/10.3390/electronics9060965.
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A smart city can be defined as a city exploiting information and communication technologies to enhance the quality of life of its citizens by providing them with improved services while ensuring a conscious use of the available limited resources. This paper introduces a conceptual framework for the smart city, namely, the Smart City Service System. The framework proposes a vision of the smart city as a service system according to the principles of the Service-Dominant Logic and the service science theories. The rationale is that the services offered within the city can be improved and optimized via the exploitation of information shared by the citizens. The Smart City Service System is implemented as an ontology-based system that supports the decision-making processes at the government level through reasoning and inference processes, providing the decision-makers with a common operational picture of what is happening in the city. A case study related to the local public transportation service is proposed to demonstrate the feasibility and validity of the framework. An experimental evaluation using the Situation Awareness Global Assessment Technique (SAGAT) has been performed to measure the impact of the framework on the decision-makers’ level of situation awareness.
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Garg, Manish. "Right to Service Acts in India— Fundamental Governance Reforms or an Exercise in Political Rhetoric?: A Case Study of Delhi Administration." Indian Journal of Public Administration 63, no. 4 (November 22, 2017): 537–56. http://dx.doi.org/10.1177/0019556117726707.
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Right-based approach to governance became popular in India in the first decade of present century with the passage of legislations conferring Right to Information, Right to Work in rural areas, and Right to Primary Education upon its citizens. This article examines the next step in that direction—passage of Right to Service (RTS) Acts by a number of Indian States thereby providing its citizens the right to time-bound delivery of notified public services. These Acts not only empower citizens to make claims against the government if the rights are violated but also serve as a tool for the politicians and the senior bureaucrats to control lower bureaucracy. This article traces the genealogy of RTS Acts in Citizen’s Charter movement of the1990s in the UK and evaluates their progress and results with the help of various theories and concepts used for improving the public service delivery. How inept implementation has thwarted the promise of accountability inherent in these Acts will be seen in detail while piercing the veil of statistical data.
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Zheng, Yueping. "Explaining Citizens’ E-Participation Usage." Administration & Society 49, no. 3 (July 28, 2016): 423–42. http://dx.doi.org/10.1177/0095399715593313.
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Information and communications technology (ICT) not only improves public service delivery but also enables governments to better engage citizens, called “e-participation.” Although efforts have been taken to promote citizen participation online, e-participation utilization remains at a low level. To better understand this phenomenon, scholars have explored the factors affecting citizens’ e-participation usage, such as sociodemographic characteristics, Internet usage, political perceptions, off-line political activities, and so forth. However, the role of e-participation applications’ functionality has been overlooked. Using data from the 2012 European Union (EU) eGovernment survey, this study found that functionality is positively associated with citizens’ e-participation usage and high-level functionality motivates citizens to use e-participation more.
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NAKONECHNYI, Andrii, and Natalia KOLISNICHENKO. "Service-Oriented Architecture of E-Government: Characteristics of the Anglo-American Model and Peculiarities of its Implementation in Ukraine." Public administration and local government 47, no. 4 (December 20, 2020): 39–48. http://dx.doi.org/10.33287/102066.
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In the paper the advantages of the service-oriented architecture of e-government and its prospects for Ukraine are revealed. Service-oriented e-government is governed by a service-oriented architecture. Service-oriented architecture is the functionality of software as services aiming to establish compatibility in their provision. The model of service-oriented e-government architecture is divided into five layers (levels), arranged from bottom to top: operational level, semantic level, service level, process level, presentation level. The practice of service-oriented e-government in foreign countries is studies: USA, Canada, and Great Britain. These countries implement the so-called Anglo-American model of informatization of the state, which is based on: removal of redundant functions of government, delivery of public services to citizens, meeting the needs of citizens through information technology. This model promotes the development of transactions, payment for services via the Internet. Foreign experience shows that a key feature of government activities is to ensure the success of the implemented actions, as well as to control the quality and scope of services. Therefore, when developing e-government projects, the governments take their efforts to get the corresponding positive consequences in the availability of services: providing quality services to citizens and businesses; increasing revenues; easing the financial burden on federal and local governments, primarily by reducing documents and electronic services on the Internet.
The trends of the model implementation in Ukraine are studies. The evolution of the issue included the Program «Electronic Ukraine», the realization of the E-Government Information System. The further steps are analyzed based on the information from the official website of the Ministry of Digital Transformation of Ukraine which provides the cases of service-oriented state (Popular services). The projects of the Ministry on Digital State digitize many services, update their legal framework, streamline the activity of state registers, and provide technical capabilities and data protection. It is concluded that service-oriented architecture of e-government is characterized by the features of its implementation based on such principles as: information-centric approach; the principle of a common platform, which focuses on creating an open information environment and common technological infrastructure for more effective collaboration of all participants and users of e-government; the principle of user orientation (all e-government activities are aimed at meeting the needs of service consumers); the principle of security and confidentiality.
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Bojang, Malang B. S. "Critical Factors Influencing e-Government Adoption in The Gambia." Society & Sustainability 3, no. 1 (May 5, 2021): 39–51. http://dx.doi.org/10.38157/society_sustainability.v3i1.232.
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e-Government is a prerequisite not only for meeting citizen’s needs but also creating the background for the development of knowledge-based public administration. Yet, e-Government development is still at the infancy stage in many developing countries. The objective of this paper is to identify critical factors that enable citizens to adopt e-Government services in a society that is at the infancy stage of e-Government implementation. In other words, this research seeks to determine citizens’ intentions to adopt e-Government initiatives in The Gambia. To achieve the purpose of the study, an integrated model from DeLone and McLean (2003) and Bojang (2020) has been adopted having in mind the local context of Gambian society. Using a quantitative approach, online surveys and secondary data were collected and analyzed descriptively. The findings from the survey concluded that awareness creation and quality service provision strongly influence citizens’ intention to adopt e-government services. Political and bureaucratic support and trust in government were also found to be critical factors for the adoption of e-Government in The Gambia. The availability of information, ease to use of government websites, up-to-date information, reliability and quick response from government websites equally influence citizens’ intention to adopt e-Government. This study will help policy-makers to initiate and formulate policies, strategies that will increase the adoption of e-Government initiatives among citizens.
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Khamadeeva, Rita, and Natalia Leonidovna. "Promising Directions of Innovative Technologies for Home Care of Citizens." Social'naja politika i social'noe partnerstvo (Social Policy and Social Partnership), no. 7 (July 1, 2020): 31–37. http://dx.doi.org/10.33920/pol-01-2007-03.
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The article considers home social care as the most popular type of social service for citizens. It is noted that it is necessary to improve the quality and targeting of home care, its adaptation to modern realities, the introduction of information methods and technologies for providing social services to needy categories of the population.
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Tassabehji, Rana, Ray Hackney, and Takao Maruyama. "Evaluating digital public services." Information Technology & People 32, no. 4 (August 5, 2019): 1021–43. http://dx.doi.org/10.1108/itp-08-2017-0260.
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Purpose The purpose of this paper is to consider recent field evidence to analyse what online public services citizens need, explores potential citizen subsidy of these specific services and investigates where resources should be invested in terms of media accessibility. The authors explore these from a citizen-centric affordability perspective within three exemplar developing countries in sub-Saharan Africa. The World Bank and United Nations in particular promote initiatives under the “Information and Communication Technologies for Development” (ICT4D) to stress the relevance of e-Government as a way to ensure development and reduce poverty. The authors adopt a contingency value approach to determine directly reported citizens willingness to pay for digital public services. Hence, our focus is mainly upon an empirical investigation through extensive fieldwork in the context of sub-Sahara Africa. A substantive survey was conducted in the respective cities of Addis Ababa (Ethiopia), Lagos (Nigeria) and Johannesburg (South Africa). The sample of citizens was drawn from each respective Chamber of Commerce database for Ethiopia and South Africa, and for Nigeria a purchased database of businesses, based on stratified random sampling. These were randomly identified from both sectors ensuring all locations were covered with a total sample size of 1,297 respondents. It was found, in particular, that citizens were willing to pay to be able to access digital public services and that amounts of fees they were willing to pay varied depending on what services they wish to access and what devices they use (PCs or mobile phones). Design/methodology/approach The authors adopt a contingency value approach to determine directly reported citizens willingness to pay for digital public services. A survey was conducted in the respective cities of Addis Ababa (Ethiopia), Lagos (Nigeria) and Johannesburg (South Africa). The sample of citizens was drawn from each respective Chamber of Commerce database for Ethiopia and South Africa, and for Nigeria a purchased database of businesses, based on stratified random sampling. These were randomly identified from both sectors ensuring all locations were covered with a total sample size of 1,297 respondents. Findings The findings suggest that by understanding citizen needs, demands and how they can benefit from online public services could drive decisions related to what public services need to be prioritised for economically active citizens, potentially explore citizen subsidy of these specific public services which will have a trickle-down benefit to poorer citizens by reducing the pressures on traditional channels of public service delivery and investigate where resources should be invested in terms of media to access online services. Willingness to pay between the top online public services showed no statistically significant difference among all respondents. Research limitations/implications The research focused on economically active digitally savvy citizens in the major capital cities in each of our selected countries. While these are not representative of the population at large, our intention was to understand what citizen-led government services would look like from the perspective of this group, with an insight into the value they place on these online services and their ability to access them. Technology diffusion starts with the early adopters (Rogers, 2010), and here the authors have focused on those that are likely to be early adopters. Practical implications Poor fiscal capacity, namely, the amount and type of resources a state has at its disposal, not only has an impact on economic wellbeing, but particularly relevant in this case, also has an impact on the quality of government (Baskaran and Bigsten, 2013). Thus, e-government is one way in which developing countries can focus on developing good governance and strengthening civil society to improve the quality of government and motivate citizens to participate in the political process. Social implications The economic performance of African countries has been viewed with pessimism, consistently considered to be the poorest continent (Harrison et al., 2014). Recent studies have empirically shown that new information technologies have contributed to longer term economic growth in African countries and stress the need for government to further invest in developing telecommunications infrastructures and internet access (Donou-Adonsou et al., 2016). However one of the major constraints and challenges for developing countries is the limited fiscal capacity and ability to mobilise fiscal resources to finance the provision of public services, which is essential for economic development (Ali et al., 2015). Originality/value The authors contribute to the World Bank and United Nations initiatives to promote ICT for Development’ (ICT4D) the relevance of e-government as a way to ensure development and reduce poverty. If online services are of no benefit, even if they are more convenient and lower cost, they are unlikely to be used. Accessing digital public services directly addresses the needs of economically active citizens and can also facilitate the steps towards an improved quality of government and interaction with civil society. The study has contributed to an insightful understanding of the value, cost and benefits of citizen-led e-Government in this respect.
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Caseley, Jonathan. "Multiple accountability relationships and improved service delivery performance in Hyderabad City, Southern India." International Review of Administrative Sciences 72, no. 4 (December 2006): 531–46. http://dx.doi.org/10.1177/0020852306070082.
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This article examines a series of service delivery reforms that were undertaken at the Hyderabad Metropolitan Water Supply and Sewerage Board in Andhra Pradesh State, southern India. Key to sustained improvements in service delivery performance were three effective accountability relationships, triangulating between citizens, senior managers, and frontline workers. In this dynamic, consistent citizen demand for accountability provided new sources of performance information to senior managers, which they could then use to hold frontline workers to account for responsive service provision. Transparent and accessible citizen-based accountability mechanisms have the potential to contribute to organizational change and sustained improvements in service delivery performance in public sector service providers.
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Rochmansjah, Heru, and Karno Karno. "The Digitalization of Public Service Assurance." MIMBAR : Jurnal Sosial dan Pembangunan 36, no. 1 (June 27, 2020): 43–52. http://dx.doi.org/10.29313/mimbar.v36i1.5073.
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Digitalization of public service assurance is a factor that determines the quality of public service to meet the expectations and desires of the citizens. Public service assurance needs to be supported by digital-based information systems. This research applies a mixed-method approach, started by a quantitative approach and continues with a qualitative approach. This study has 273 respondents and 17 informants. The quantitative research data analysis uses SEM analysis, qualitative data analysis uses QDA analysis, and score distribution analysis uses SPSS. The result of this research is the conceptualization of information systems including dimensions of human resources, information technology, and information relations. The concept of causality relationship between information systems and the quality of health services indicated by the loading factor value of 0.51, which can be stated that the relationship is significant and produces a new concept of digital-based Public Service assurance. This research concludes there is a positive and significant influence between information systems and the quality of public services. Furthermore, the new concept can be synthesized into a study of public services in scientific work.
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Krøtel, Sarah M. L. "Digital Communication of Public Service Information and its Effect on Citizens’ Perception of Received Information." International Journal of Public Administration 44, no. 2 (October 13, 2019): 132–45. http://dx.doi.org/10.1080/01900692.2019.1672182.
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Akhtar Shareef, Mahmud, Vinod Kumar, Uma Kumar, and Yogesh Dwivedi. "Factors affecting citizen adoption of transactional electronic government." Journal of Enterprise Information Management 27, no. 4 (July 8, 2014): 385–401. http://dx.doi.org/10.1108/jeim-12-2012-0084.
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Purpose – The purpose of this paper is to identify and model adoption criteria of citizens for electronic-government (eGov) service at the transaction maturity stage. Design/methodology/approach – The empirical study was conducted among the citizens of Ontario, Canada who have experience of using Canadian e-Gov system. Findings – From statistical analysis through LISREL, this study revealed that ability to use and assurance to use are the critical factors for adoption of eGov at the transaction phase (GAM-T). Originality/value – The findings of this research can be considered as original as this paper concludes that eGov functional characteristics are not only different at different levels of service maturity, but adoption factors at different levels of service maturity are also potentially different. From static to interaction to transaction, citizens perceive different factors to be important for creating the behavioral attitude and intention to accept the eGov system and to use it.
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Cho, Wonhyuk, and Winda Dwi Melisa. "Citizen Coproduction and Social Media Communication: Delivering a Municipal Government’s Urban Services through Digital Participation." Administrative Sciences 11, no. 2 (June 15, 2021): 59. http://dx.doi.org/10.3390/admsci11020059.
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This study investigated how social media is used by a municipal government agency for communication of citizen coproduction initiatives, through social media content analysis of the government’s official Twitter account. This article identified that the dominant form of social media coproduction in the Bandung municipal government in Indonesia is government-to-citizen (G2C) interaction, focused primarily on informing and nudging (86.62%) citizens, as well as some limited elements of citizen-to-government (C2G) communication, such as citizen sourcing and citizen reporting (8.96%). The municipal government uses various visual tools on Twitter to disseminate G2C information and convey its messages. Regarding the phase of the service cycle, this study found that the majority of social media communications are related to co-assessment (52.26%) and co-designing (42.24%), with a limited number of tweets about co-delivery (3.25%). Based on these findings, this article discusses the shifting relationship between government and citizens brought on by the adoption of this social media platform in its service delivery arrangement.
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Maharjan, Hira Gopal. "Land Records Information Management System." Journal on Geoinformatics, Nepal 14 (March 13, 2017): 26–31. http://dx.doi.org/10.3126/njg.v14i0.16970.
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The land administration services are being provided using traditional methods and processes. The record keeping system is mainly based on manual system so far. There is increasing need for efficient and effective delivery of land administration services. Government organizations use Information and Communication Technology to increase efficiency and effectiveness in the service delivery. E-Government can bring improvement in efficiency, easy availability and accessibility of service and information to the citizens, business organization, professional users as well as government organizations. The main aim of LRIMS is to automate the land transaction related functions of Land Revenue Offices (LROs) based on different land transactions process requirements.The system is adherence to NeGIF and GEA, availability of intranet facility, provision of web-based system, and data security. System modules show the modules needed for LIS. The implementation status of LIS in Nepal is in initial stage. The old system architecture does not support the e-Government model. The system modules show the modules needed for LRIMS. The system modules help in delivering service efficiently. The three tier system architecture follows all three models of e-Government (G2G, G2B and G2C) and reduces corruption, increase access to information and improve data quality. Nepalese Journal on Geoinformatics, Vol. 14, 2015, Page: 26-31
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Abu Tair, Hassan Y. A., and Emad A. Abu-Shanab. "Mobile Government Services." International Journal of Technology Diffusion 5, no. 1 (January 2014): 17–25. http://dx.doi.org/10.4018/ijtd.2014010102.
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The vast emergence of Information and Communication Technologies (ICTs) lead governments to adopt the use of ICT to deliver services to their citizens, businesses, and government constituents. These services can be delivered via the Internet using web technology (e-government) in an interactive way like any other e-service. But with the advent and wide use of mobile technologies, governments transformed their mechanism in delivering service to utilize more the capabilities of mobile phones through the better employment of mobile government (m-government). M-government utilizes mobile technologies to better deliver services to citizens, but this enforces some challenges to both governments and the recipients of services. In this paper the authors addressed the challenges and opportunities of m-governments in terms of mobile services (m-services).
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Oscar Nigro, Héctor, and Sandra Elizabeth González Císaro. "Prediction of citizen satisfaction with local government based on perceptions of physical disorder." Journal of Place Management and Development 7, no. 2 (July 8, 2014): 153–75. http://dx.doi.org/10.1108/jpmd-09-2013-0021.
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Purpose – The purpose of this paper is to identify the aspects of service quality that citizens view as most important regarding the improvement of their quality of life within the city where they live, by finding out the intangible variables or factors that most influence citizen satisfaction with the local government. The paper uses a measuring instrument to obtain survey data and build a theoretical and empirical model that operates at the level of the local government. Design/methodology/approach – It involves a construction of a causal theoretical model that follows a series of steps that connect the empirical context (data) with the same theoretical representation (model from reality). This model attempts to explain the relations between the latent variables included in the structural equation model from background knowledge inspired in the evolution of social sciences. Findings – The emergent model discriminates three areas pertaining to quality of services, its relationship with the satisfaction of citizens in local government across local leadership image and expectations. Practical implications – Citizens satisfaction indexes provide not only information about citizen satisfaction and the rate of fidelity and perceived quality but also suggestions about the factors influencing this satisfaction. Originality/value – This article describes the many and varied possible relationships between the various precedents and consequences that influence the conceptualization of citizen satisfaction with the local government. The paradigm used focuses on perceptions of physical disorder rather than on the hierarchical approach of conceptualizing the perception of service quality.
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Khairov, B. G., R. Kh Zaripova, S. M. Khairova, and A. S. Pinigina. "THE PROCEDURE OF EVALUATION OF PUBLIC SERVICES RENDERING BY THE EMPLOYMENT AUTHORITIES (USING THE EXAMPLE OF THE OMSK REGION)." Vektor nauki Tol'yattinskogo gosudarstvennogo universiteta. Seriya Ekonomika i upravlenie, no. 4 (2020): 40–48. http://dx.doi.org/10.18323/2221-5689-2020-4-40-48.
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The relevance of the study is caused by the necessity to reorganize the activity of regional employment centers within the implementation of measures of the federal project “The employment support and labor market efficiency improvement to ensure better performance”. The authors study the up-to-date sectors of work of Government Employment Services. The paper presents a model of the quality management system of government authorities developed based on the process approach and the PDCA cycle. This model offers customer satisfaction monitoring to assess the degree of meeting the specified requirements. The authors analyzed the key regulatory documents governing the process of rendering services, developed the technique to evaluate the quality of public service in promoting self-employment to unemployed citizens. The methodology includes the expert analysis of administrative procedures of rendering services to demander; the service quality assessment using a mystery shopper; service receiver survey; identifying the integral index of service conformance with the consumer expectations to assess the consumer perception. The authors analyzed the administrative procedure of public service in promoting self-employment to unemployed citizens. The study identified the reasons for service consumer demotivation, including the difficulty of perception of the procedure text, the plenty of bureaucratic terms, the lack of information on the additional services, and possibilities that can be received by an unemployed citizen. To evaluate the conformance of service quality with consumer expectations, the authors applied the well-known SERVQUAL methodology used in marketing research. The paper shows an example of a calculation of the integral index of service rendering conformance. The practical significance of the quality assessment methodology is in the possibility to carry out a complex evaluation of the work of regional employment centers, consumer satisfaction, and, finally, in the creation of the consumer-attractive services.
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Reddick, Christopher G. "Comparing Citizens' Use of E-Government to Alternative Service Channels." International Journal of Electronic Government Research 6, no. 2 (April 2010): 54–67. http://dx.doi.org/10.4018/jegr.2010040104.
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This article examines the role e-government has over citizens’ when they initiate contact with their government. It also compares the influence that other contact channels have on citizens’ contacts with government. A public opinion survey is analyzed to determine what factors explain the different methods of contacting government, namely through the phone, e-government, visiting a government office, or a combination of approaches. This article also analyzes citizens’ preferred method of contacting government, examining different types of information or assistance that citizens’ can get from government. The results of this study indicate that e-government is just one of many possible service channels that citizens use, with the phone being the most common. The overall importance of the survey results indicate that e-government is just one contact channel for citizens, and resources should also be devoted towards other contact channels given their importance as well to citizens.
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Smith, RFI. "Improving Governance and Services: Can E-Government Help?" Chinese Public Administration Review 3, no. 3/4 (November 4, 2016): 62. http://dx.doi.org/10.22140/cpar.v3i3/4.63.
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E-government can help improve governance and service delivery by refocusing consideration of the purposes and tools of government. However, E-government initiatives pose challenging questions of management, especially about coordination in government and the design of services for citizens. Progress towards implementing e-government raises critical questions about preferred styles of governance and about how governments relate to citizens. At present, interactions between citizens, the institutions of government and information and communications technology raise more agendas than governments can handle. However, trying to find ways through these agendas is to confront questions of wide interest to citizens. At the very least, e-government helps improve governance and services by asking questions.
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Svärd, Proscovia. "The impact of information culture on information/records management." Records Management Journal 24, no. 1 (March 11, 2014): 5–21. http://dx.doi.org/10.1108/rmj-04-2013-0007.
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Purpose – The purpose of this article is to examine the information culture of a medium-sized municipality in Belgium. Public information/records is/are one of the most important instruments of citizens' control of public authorities. The principle of Public Access gives citizens a right to access public records, while the Privacy Act protects the integrity of the citizens. Municipalities are institutions that intensely interact with the citizens. Therefore, the way they handle the information that is generated during this interaction is of crucial importance to the efficient service delivery, safeguarding the rights of the citizens that they serve and for sustaining the open governance structure that promotes the principles of accountability and transparency. Design/methodology/approach – The author employed a case study approach in order to establish the attitudes and norms the organizational employees had towards the management of information/records. She also applied the information culture assessment framework developed by Oliver during the design of the research questions. Findings – Information culture affects the way public information/records are managed. Though investments are being made in information systems to facilitate the capture and management of information/records, the people issues are equally as crucial. E-Government development will require an information culture that promotes effective creation, use and management of information, if its goal of efficient and transparent public administrations is to be achieved. Originality/value – The originality of this study lies in the application of the information culture assessment framework that was developed by Oliver. The framework facilitates the formulation of questions using its three layers to tease out the information required by a researcher in an attempt to draw conclusions regarding the attitudes, norms and the value the interviewees attach to information/records.