Dissertations / Theses on the topic 'E-government electronic public services'

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2015.<br>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.

E-government services are rapidly becoming a permanent part of the governing process the world over. These services involve the use of the latest information and communication technologies to facilitate and enhance access to government information and services. E-government represents an entirely new mode of service delivery that promises some of the most important advances in the area of government accessibility since the advent of the modern welfare state. These resources have a number of unexplored social service applications that are examined in this study. E-government principles and practices are reviewed at the local and international levels, with particular attention paid to the Government of Canada's e-government initiative, known as Government On-Line (GOL). Seven specific e-government applications that can benefit social workers and clients are identified and discussed. The results of eight interviews with directors of local agencies regarding the future of e-government in social services are reported and examined. Specific recommendations and directions for future research are provided.

e-Government concept is an idea of electronic government. It is not only about providing services through the Internet or other electronic media, but also about improving of the state apparatus effectivity and about simplifying of the communication between public and private sectors, as well as among public authorities themselves. This thesis should serve as a basis for understanding to the issues related to e-Government. It provides answers to questions like these: What is e-Government? What does it offer to its users? etc.. It explains the development and the current situation of e-Government in the Czech Republic and in the European Union. An important contribution of the thesis should be the inclusion of a marketing viewpoint. It focuses exclusively on the Czech Republic and on the marketing communications, which are used by the public sector to promote e-Government activities and to provide information.

<p>This thesis presents an implementation study on the handling of electronic identification in three public authorities in Sweden. Electronic identification is a complex but very topical policy domain, largely tied to the general policy aspirations of e-government development. Theories on policy action, logic of appropriateness, garbage cans, and the dialectics of institutions and technology are used. The result highlights that the policy process of electronic identification in the three studied authorities could not be adequately explained from a traditional policy-implementation dichotomy. The action imperative to develop e-services is very strong and explains why and how electronic identification has been developed within the three authorities. The three authorities have very different institutional capacity to implement e-services with electronic identification. The available technology on electronic identification is inscribed with certain logics of appropriateness, that doesn’t sit equally easy with the administrative logics of appropriateness in all three authorities.</p>

There is an increased use of public e-services integrating citizens into public administration through electronic interfaces. The relation among parents and public schools is a daily and important relation that has to be trustworthy. On-line interaction among public organizations and citizens can be seen as e-government, indeed embedded into daily practices. A safe entry into such systems is essential for security and trust in the e-governmental systems and schools as well as public services in general. This paper addresses how electronic identification has been used for access to public e-services in schools in a Swedish municipality. The aim of the paper is to present a case study on how electronic identification is used and implemented in ICT platforms in schools. The analysis focuses on information security, organization and potential development of the platforms. The main finding in the case study is that there was an un-organized presentation of information in the system; both general and personal information had to be accessed with the same level of security (identification systems). The organization of identification and access to public e-services seemed highly dependent of the organizational structure of the public schools. The more general implication is that safe and well organized identification systems that are considered as trustworthy and useful among citizens are essential for increased use of the services and legitimate public e-services in general.<br>FUSe: Framtidens säkra elektroniska identifiering – framväxt och användning av e-legitimationer

E-government is a term that in the Czech and world dictionary naturalized. Many international institutions and national entities engaged in e-government, prepares the strategy and monitors its development. Despite the advantages that e-government provides to states and cities, there is no comprehensive and standardized approach that would facilitate the preparation of strategies for both international and local levels of government. The local level is increasingly getting into the spotlight. It is close to citizens and therefore knows their needs. Citizens also come into contact with local levels of government more often. This is the main reason why consider local e-government. Its implementation needs many resources, projects are often implemented in the long term, and therefore the e-government should be approached systematically. This systematic way to make municipal e-government is represented by a local strategy, which is described in this thesis. The goal is to design the structure and content of local e-government strategy for basic local government units, including the process of its creation, and verification of the theoretical findings on example of the village Sudoměřice The main benefits of the work can be seen in the general definition of local e-government strategy, its structure, process and inputs required for its formation. A secondary benefit is the creation of local e-government strategy for the village Sudoměřice, which should verify that the process and structure can be applied to small and medium-sized municipalities.

The increasing use of the Internet over recent years has forced governments and individuals to utilise Information & Communication Technology (ICT) in the form of electronic government (e-government), more specifically Public Sector Online Services (PSOS) as a subset of egovernment. However, the success of PSOS delivery is dependent on usage and on the growing concerns about the perceived information and service quality of PSOS and their influence on self-efficacy, satisfaction and personal outcome expectation towards ‘continuance intention’ to use the PSOS systems. Retaining current PSOS users is crucial to ensure better utilisation of ICT investments through a regulated process that considers citizens’ personal factors while using PSOS. If the level of PSOS quality is low, citizens are likely to revert to using traditional systems, leaving the new ICT systems underutilised. Few studies have investigated the influences of information and service quality on personal factors, such as self-efficacy, personal outcome expectation and satisfaction, towards intention to continuing to use PSOS. To fill this gap, the present study develops a PSOS quality model by associating it with citizens’ self-efficacy, satisfaction, personal outcome expectation, social influence, prior experience, and continuance intention. Therefore, the purpose of this study is to investigate the salient factors influencing citizens’ intention in the context of PSOS use. A research model of eight constructs is developed by integrating Social Cognitive Theory (SCT), Expectation Confirmation Theory (ECT), the DeLone and McLean IS success model, and E-S-QUAL. To validate the model, a quantitative-positivist approach methodology is used as the research paradigm; it employs a cross-sectional survey design as well as componentbased structural equation modelling (SEM) by using Analysis of Moment Structures (AMOS) as the data analysis technique. In total, 471 self-administrated questionnaires were found usable for data analysis and 17 hypotheses were formulated and tested. Overall, the modelling demonstrates a good fit with the observed data. The findings show that prior experience, social influence, information quality and services quality are significant predictors of citizens’ intention to use PSOS if these latent constructs are regulated through selfefficacy. The results exhibit positive relationships with the other constructs in the model except social influence and information quality towards personal outcome expectation and satisfaction. Further, the results show that service quality is the most influential variable in the present model. This highlights the vital role of service quality while delivering PSOS. Theoretically, the present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process through self-efficacy as a physical ability. Further, the study reveals the importance of personal outcome expectation (internal stimuli) as well as satisfaction (external stimuli) as cognitive factors that represent personal goal assessments. Practically, the current study offers managers a mechanism in how to deal with end-users on a continuance basis while delivering online service through short- and long-term strategies. In summary, the present study marks a significant contribution in better understanding the utilisation of egovernment systems and can serve to better self-regulate outcomes for both citizens and government. Keywords: electronic service, e-service, electronic government, eGovernment, e-government, service quality, information quality, social influence, self-efficacy, personal outcome expectation, satisfaction, continuance intention.

Information and Communication Technology (ICT) has evolved into a pervasive commodity in modern enterprises. ICT enables enterprises, regardless of sector, to achieve their strategic objectives. Similarly, ICT is regarded as a critical enabler in South African municipalities to reach their objectives and ultimately deliver sustainable services to their communities. This dependence on ICT, therefore, necessitates a resilient ICT environment where minimal disruption to ICT is a primary goal. Unfortunately, as reported by the Auditor-General of South Africa, the majority of South African municipalities are neglecting to address the continuity of their ICT services. Failing to implement adequate ICT continuity controls restrict these municipalities from achieving their strategic goals and, as a result, fulfilling their constitutional mandate of service delivery. It is, therefore, the objective of this study to devise a method, consisting of a theoretical foundation and a supporting tool-set, to assist municipalities in addressing a real-world ICT continuity problem. This method aims to be scalable and usable within different municipalities, and be simplistic and comprehensible enough to implement. The theoretical foundation will introduce the concept of ICT Readiness for Business Continuity, based on the recommendations of international best practices and standards, for example, the ISO 27031 (2011) standard. Furthermore, by considering various challenges within local government, the tool-set will ultimately help municipalities to help themselves in this regard.

Information Communication Technology (ICT) has become an integral part of conducting business within enterprises including the local government. Local government relies on the use of ICT to ensure that its objectives and goals are accomplished. The effective use of ICT within the context of local government is fundamental for the support, sustainability and growth of municipalities. Benefits associated with the effective use of ICT in local government include but are not limited to accelerated service delivery, efficiency and accountability. While these benefits cannot be disputed, it is important to realise that the use of ICT presents potential risks. Thus, good governance of ICT should be addressed in local government. However, in recent years, the Auditor-General of South Africa (AG) has identified lack of good governance of ICT in local government. Various issues have been identified as emanating from the lack of good governance of ICT and lack of adequate ICT risk assessment is a case in point. In an attempt to address the good governance of ICT local government, various documents have been formulated. However, none of these address how effective management of ICT risks can be achieved. As such, local government lacks the means to effectively address the management of ICT risk which is core to the good governance of ICT. Local government still requires urgent intervention with regard to addressing the activities of managing ICT risks, particularly ICT risk assessment. Moreover, it was revealed that the lack of adequate ICT skills and financial resources in local government elevates this problem. The above-mentioned problem is what has motivated this research study. This dissertation aims to produce an artefact in the form of an approach for ICT risk assessment in local government. It is believed that a customised approach to ICT risk assessment in local government will contribute towards solving the identified problem.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009.<br>m-Government or mobile-Government is seen as part of e-Government and an additional channel for the delivery of public services and information to the citizen. This study critically examines and evaluates the extent to which the Provincial Government Western Cape has adopted m-Government and implemented related services. A survey conducted by Kirsten (2006) on the adoption and readiness of mobile technology by businesses in South Africa was used as the foundation of this study to determine the level of readiness in the Provincial Government Western Cape. Managers and technical staff within the Province’s information and communication technology component, the Centre for e-Innovation, were interviewed and asked to complete the survey. The study found that, although there is a relatively high degree of adoption with regard to various aspects of mobile and wireless technology, there are many obstacles and barriers that need to be overcome in order to achieve a higher level of m-Government maturity or readiness. The study makes various suggestions on how to overcome these barriers. The most important suggestion is to develop a holistic approach to the adoption of m-Government. Plans for adoption should be incremental to ensure that small victories that can be built on are achieved; the involvement of key stakeholders is also essential.

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.

E-tax is an important function of e-government since it is highly related to the life of citizens (Wu &amp; 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.

As more and more governments have embarked on the e-government path, providing digital interaction with its citizens has boosted the demand for trusted electronic identity solutions that can ensure an official match between an online identity and a physical one. Along with this trend, the affordability and diffusion of mobile devices has translated into a strong push for governments to diversify e-ID channels by developing digital identification on mobile devices also known as Mobile e-ID. Mobile e-ID offers citizens legally binding identification, authentication and qualified electronic signatures and it has been already successfully implemented by some countries at a nation-wide scale. Extant research has investigated mobile e-ID from a technical oriented perspective focusing on potential deployment models, however little is known about the challenges a country is facing in making mID adopted by a wider number of users/ citizens. Addressing this, I run a case study on Republic of Moldova’s nationwide mobile e-ID solution to investigate the barriers to Mobile e-ID. Accordingly, I identify 18 barriers which are organised into 5 categories.

The purpose of this survey is to describe how selected United States Government agencies provide information to the public via Internet services. With more than 2,000 Federal library and information centers located throughout the world this effort, of necessity, is selective and findings neither represent all libraries nor do they identify all approaches currently used to present information via the Web. An effort has been made to describe services without attributing values to particular site characteristics. This report provides a brief snapshot in time of a complex and rapidly evolving world. While not definitive in scope, it is hoped that this report will provide a baseline for anyone who may wish to revisit some of these sites in the future to determine how services may have been expanded, reduced, or refined.

O objetivo desta pesquisa foi avaliar a qualidade dos serviços públicos eletrônicos sob a ótica dos gestores públicos e dos usuários. Para realizar tal pesquisa foram realizadas entrevistas em profundidade com os gestores públicos da cidade de Ribeirão Preto e da cidade de Vinhedo. E também, foram aplicados questionários em sua forma on line para avaliar a satisfação dos usuários em relação ao site municipal (cidade de Ribeirão Preto) e o site estadual (site do Programa Poupatempo). Os resultados obtidos na pesquisa foram que os itens relacionados à facilidade de uso do site, oferecimento do que era esperado, fornecimento das informações com qualidade e o estímulo do site ao uso repetido foram os fatores melhor avaliados pelos usuários na cidade de Ribeirão Preto. E na cidade de Vinhedo, os itens que foram melhores avaliados foram: o fornecimento das informações com qualidade, o estímulo do site ao uso repetido e o oferecimento do que era esperado. Tais resultados implicam que apesar das diferenças existentes entre as cidades, os itens relacionados à satisfação dos usuários foram praticamente os mesmos. Logo, esta pesquisa contribuiu para auxiliar os gestores públicos municipais a nortear as suas ações para melhoria da qualidade dos serviços públicos oferecidos. A pesquisa revelou a necessidade de uma efetiva coordenação por parte de órgãos federais no sentido de facilitar o desenvolvimento dos serviços de governo eletrônico. Pesquisas futuras nesta área poderiam replicar o questionário e as entrevistas aplicadas visando corroborar os elementos identificados em outras esferas governamentais.<br>The objective of this research was to evaluate the quality of the electronics from the perspective of public managers and users of public services. To conduct such research indepth interviews were conducted with public officials of the city of Ribeirão Preto and the town of Vinhedo. Also, questionnaires were administered in form online to evaluate user satisfaction in relation to the municipal website (Ribeirão Preto) and state site (the site Poupatempo Program). The results obtained in the study were that items related to ease of use of the site, offering what was expected, provision of quality information and encouragement to the repeated use of the site were the best factors evaluated by the users in the city of Ribeirão Preto. And in the town of Vinhedo, items that were best were: the provision of quality information, the stimulus site to repeated use and delivery than expected. These results imply that despite the differences between the cities, the items related to user satisfaction were almost the same. Therefore, this research has contributed to assist the municipal administrators to govern its actions to improve the quality of public services. The survey revealed the need for effective coordination by federal agencies to facilitate the development of electronic government services. Future research in this area could replicate the questionnaire and the interviews applied aiming to corroborate the elements identified in other spheres of government.

<p>The study seeks to investigate the perceived lack of coordination, integration, and coherence among units of government as related to eGovernment. The nature of the study is qualitative with a focus on the use of eGovernment in the public sector and whether it can facilitate intergovernmental forums business processes in an effective and efficient manner. The scope of the study is confined to the intergovernmental fiscal system but focused on eGovernment, intergovernmental relations, and cooperative governance. The primary objective of the study is to explore the use of eGovernment whether it can facilitate, coordinate, and integrate intergovernmental relations. Some studies portray that there are challenges in the coordination of intergovernmental forums which have resulted into a disintegration of services. The study further investigates options that could mitigate these challenges through acknowledging the effective application of ICTs (eGovernment) in government services. The study has found that South Africa has a functioning system of intergovernmental which are not effectively coordinated in terms of engaging each other in matters of mutual interest. On the other hand, eGovernment promised to bring about cohesion and transparency when they are effectively employed. The study revealed that the application of eGovernment in the intergovernmental forums has the capability to improve their operations, respond to its ineffective coordination and improve delivery of services. In a nutshell, the study has found that there is a need for a radical planning outlook that recognises proper utilization of eGovernment in the intergovernmental forums to promote cooperative governance.</p>

The middle of the last century witnessed the beginning of information revolution, which since then has radically changed the life of the society. The information was identified as one of the most important resources for producing goods or creating services. Information technologies as well as information movement are not only important in developing economy but in other spheres of life too. The governments of developed countries understood that and made efforts to act the implementation of Information Technologies. European Union, that defined the priority for itself not to be behind the USA, has adopted the Lisbon Strategy, which one determinated the importance of the Information technologies either in private and public sector. These purposes are in the first place nowadays in Lithuania, it is planned to induce the spreading of the information technologies in the lasting work strategies, a big attention is given for increasing the number of personal computer and Internet users. An effort does not go wastles. According statistic, in the last six years increased the number of household that owned computers more than five times, the Internet users - seven times. However, there are still increasable big differences between cities and regions in Information Technologies. People that lived in village had three times computers and five times internet less then in city in 2005. In the result these difference between country and city are influenced, firstly, on the... [to full text]

Theses deal with opportunities of e-government, possible changes in the society after implementation of e-government projects, provision of high level electronic public services (EPS) which are recommended by the EU program documents. They also analyse supply and demand of e-government services in the society, level of society satisfaction by e-government services, influence of e-government to the sphere of rapidly developing and improving technologies. Theses present and analyse samples of e-government services of foreign countries which enable to assess shortcomings of services, future perspectives of other countries. Theses analyse e-government situation in Lithuania.

eFörvaltning ses som ett medel för att göra kommunalt förvaltningsarbete mer effektivt och interoperabelt. Dock begränsas kommuner av oförmåga att uppnå det vilket försvårar genomförandet av deras uppdrag. En orsak till varför införandet av eFörvaltning inte ger de systematiska fördelar som efterfrågas beror på att införandet av informations och kommunikations teknologier (IKT) inte är tillräckligt. Förändringen som krävs kan inte ske över en natt utan är en gradvis förändring över tid som även kräver nya sätt att arbeta på. Kommuner behöver hantera sin eFörvaltningsutveckling på ett mer strukturerat sätt för att öka möjligheterna att förverkliga de fördelarna som sägs kunna erhållas. Enterprise Architecture (EA) har på senare tid kommit att ses som en möjlig lösning för att komma tillrätta med denna problematik. Genom att arbeta mot en EA skapas möjligheten att brygga IKT system med affärsprocesser och därigenom leda till effektivitet och interoperabilitet. Dock är EA inom offentlig sektor ifrågasatt. Forskare menar att EA saknar tydlig definierad omfattning och begreppsvärld, vilket gör användningen av EA inom förvaltningsarbete svår. De omfattande logiska EA ramverk som finns idag saknar innehåll som är specifikt relaterade till offentlig sektor. Vari det blir problematiskt att arbeta mot en EA inom offentlig sektor. Denna licentiatavhandling lägger följande forskningsfråga: ”Vilken roll har EA för införandet av eFörvaltning inom Svenska kommuner?” Samt följande underfrågor ”Vilka förutsättningar finns för att använda EA vid eFörvaltningsutveckling?” ”Vad har Örebro kommun uppnått genom att arbete mot en EA i deras eFörvaltningsutveckling?” Och ”Vilka problem har Örebro kommun upplevt av att arbeta mot en EA vid eFörvaltningsutvecklingen?”. En longitudinell fallstudie av ett eFörvaltningsutvecklingsprojekt i Örebrokommun genomfördes mellan 2007 och 2009 med syfte att utröna dessa frågor och för att skapa insikt om EAs roll för eFörvaltningsutveckling. Förutsättningar, resultat och upplevda problem vid eFörvaltningsutvecklingen studerades. I anslutning till detta empiriska arbete genomfördes även en jämförandestudie av eFörvaltningsmål såsom de anges i officiella statliga dokument inom så väl Sverige som i EU gentemot förmodade fördelarna med EA som diskuteras i samtida EA-litteratur. Studien visar att EA som fenomen ses som en förutsättning för att lyckas med eFörvaltning. 7 viktiga aspekter gällande förutsättningen för att lyckas med kommuners eFörvaltningsutveckling identifierades: Skillnaden mellan administrativa och politiska ansvaret, Politiskt mandat, Politisk timing, Resursfördelning, Samordning under NPM, Leverantörsberoende, Val av standard och bäst praxis. För att förbättra möjligheten att röna framgång i eFörvaltningsutveckling behöver dessa aspekter aktualiseras och hanteras. New Public Management (NPM) som styrmodell utgör ett strukturellt hinder för eFörvaltningsutveckling som förhindrar en mer explicit användning av EA-ramverk, vilket påverkar möjligheten att uppnå uppsatta mål negativt. Trots den strukturella problematik som föreligger, kan stöd erhållas genom att arbeta utifrån ett ”EA-tänk”. Ett ”EAtänk” kan här ses som ett medel för att påbörja förändringen mot en EA utan att för den delen explicit använda sig av ett EA-ramverk, eller -metod. Dock är det viktigt skapa en förståelse för att ”EA-tänk” som fenomen i sin tur ger upphov till strukturer och således kan leda till problem som även de måste hanteras för att eFörvaltningsutveckling skall lyckas. eFörvaltning, NPM och ett ”EA-tänk” skapar en strukturell triad där olika strukturella egenskaper i vissa fall sammanfaller med varandra vari de kan stödja kommuner i dess arbete och således bidra till positiv utveckling. Medan det i andra fall leder till negativ utveckling där administrationen upplever problem att ta till sig av de rekommendationer eFörvaltningsprojektet kan tänkas ge till organisationen som helhet. Paradoxalt nog skapar denna strukturella triad en situation där kommuner måste arbete runt sig själv för att komma framåt. Normer och befintliga strukturer i kommuner förhindrar effektiv samarbete både internt mellan olika förvaltningar och externt gentemot andra kommuner och landsting vilket leder till fragmentariska framsteg mot projektmålen och i slutänden även kommunens övergripande mål gällande eFörvaltningsutveckling. Givet de i många fall motstridiga strukturella egenskaper som finns mellan NPM och eFörvaltning innebär att det initiala arbetet mot EA i eFörvaltningsutveckling är ett ytterst komplext fenomen. För att öka möjligheten att eFörvaltningsutvecklingen blir lyckad krävs det att kommuner känner till och hantera den negativa inverkan NPM har på eFörvaltningsutveckling. Samtidigt behöver de känna till och hanterar problematiken som uppstår av att arbeta mot en EA genom ett ”EA-tänk”, Samt att som studien visat, EA ger inget stöd för mer politiseras mål, vari kommuner behöver annat sätt och andra strategier för sådant arbete. Detta är viktigt att beakta, speciellt med tanke på att mer politiserade mål i mångt och mycket är de mål som kommer premieras av politiker. Av just den enkla orsaken att politiker inte blir omvalda på grund av “effektiva IKT integrerade interna processer” utan blir omvalda utifrån förbättringar som är synliga och som gagnar medborgare positivt. Avhandlingen bidrar till forsknings genom att öka förståelse för och behovet av att hantera både positiva och negativa faktorer som påverkar möjligheten att lyckas med eFörvaltningsutveckling inom kommunalt arbete. Vilket inkluderar de 7 identifierade kritiska faktorer måste aktualiseras och hanteras för att öka möjligheten att lyckas. Den negativa effekt NPM har på eFörvaltningsutveckling och hur ett ”EA-tänk” kan leda till positiv utveckling, även om det som denna studie visat inte kan bidra till mer politiserade mål. Vad gäller denna licentiatavhandlings bidrag till praktiken så bidrar den med att belysa den problematiska situation som föreligger av att institutionaliserade strukturer i många fall verkar som ett hinder mot förändring. Studien möjliggör även till att kommuner kan skapa en förståelse för sin egna eFörvaltningsutveckling och möjligtvis kan verka för att inte uppleva samma problematik som identifierats i Örebros eFörvaltningsutveckling samt visa på hur en kommun kan arbeta för att hantera den problematik som inte kan förhindras alternativ som uppstår trots denna kunskap.<br>Governments struggle with inefficiencies and an inability to achieve interoperable information communication technology (ICT) systems. Apparent issues include a failure of local government to realize the benefits of electronic government (eGov) initiatives, high project failure rates, administrations hampered with inefficiencies, and a lack of interoperability between systems within the local government. Thus, local governments need to address their eGov initiatives in a structured way to improve their chances of providing the benefits that are sought after. Sweden’s eGov model is decentralized, following a strict new public management (NPM) model. Whilst eGov ought to bring benefits to local government, Sweden is still hampered by inefficiencies and an inability to achieve interoperable ICT systems. This has been the case for quite some time. One reason why systemic gains from adopting eGov have not reached the levels sought after could be that, in many cases, ICT implementations are not enough. The transformation needed for eGov is not instantaneous; it requires various new ways of working. Enterprise Architecture (EA) has come to be seen as a possible solution to the apparent issues of developing, adopting and managing eGov successfully. By utilizing EA, it is argued that it is possible to bridge ICT systems and business processes, thus making the organization more efficient. However EA’s usefulness for eGov development and adoption is the subject of debate. Some researchers argue that EA lacks clearly defined scopes and concepts, which makes the use of EA in government difficult. Whereas other argues that although EA frameworks are comprehensive logical frameworks, they lack content that is related specifically to government organizations. The thesis posits the following research questions: What is the role of EA in eGov adoption in Swedish local government? together with three sub questions: What are the prerequisites for using EA in Swedish local eGov adoption? What has the Swedish local government in Örebro achieved with its use of EA in eGov adoption? And What problems have the Swedish local government in Örebro experienced in its use of EA when adopting eGov? To explore the role of EA in eGov adoption a longitudinal case study is carried out on the municipality of Örebro’s eGov project MovIT, a project launched in 2007 that ended in 2009. I study the prerequisites, results and problems associated with using EA in Swedish local government as part of eGov adoption. A comparative study is conducted of the goals of eGov, as stated in official eGov documents at EU and Swedish governmental levels will attest as to the supposed benefits of EA in contemporary EA-literature. From the study, it can be concluded that EA, as a phenomenon, is thought to be, if not a silverbullet, then at least a prerequisite to eGov success. In term of prerequisites, EA use cannot assist Swedish local government where there are more politicized objectives; in this situation, local government is required to look elsewhere to find support for its work. The study identify several critical issues from the empirical study of the prerequisites: distinction between administrative and political responsibilities; political mandate; political timing; resource allocation; coordination under NPM; dependence on providers; and choosing among standards and best practices. These issues need to be acknowledged and handled appropriately by Swedish local government in order to improve the chances for success in eGov adoption. The study also showed that NPM as governance model becomes a hindrance in eGov adoption, preventing the project from a more explicit use of an EA-framework and negatively affecting the projects possibility to adopt eGov. However, despite this structural problem, it is still possible – as observed – for a project that is based on EA-thinking to begin working. EGov, NPM and EA-thinking form a triad, with structural properties that, in some instances, correlate. In such cases, this can lead to positive changes. However, in other situations, they are contradictory, resulting in Swedish local government having a difficult time in adhering to the suggestions endorsed by the eGov project. This lead to incoherent progressions towards requested results. The existing structures hindered effective cooperation, both internally between different departments and externally with other local governments. This licentiate thesis has shown that the initial use of EA in local government eGov adoption is complex. Given the contradictory nature of NPM and eGov, local government has to acknowledge the negative impacts of NPM on eGov adoption. As well as acknowledging the issues that arise from EA use, a key area is a lack of support of local government in an area that is most likely to be endorsed by politicians. Politicians do not get re-elected based on efficient internal processes with a highly integrated ICT; rather, changes must be visible to citizens and businesses. This licentiate thesis has also shown that ‘EA-thinking’, as a means for local government, can move towards an EA without the explicit use of an EA framework or EA method. However, ‘EA-thinking’ may give rise to other issues that need to be acknowledged and dealt with. This licentiate thesis contributes to research by improving our understanding of the nature and importance of promoting and inhibiting different factors. Including critical issues for succeeding with eGov adoption, the negative effects of NPM and how EA-thinking can lead to positive changes, even though it cannot assist local government in all aspects deemed important to eGov adoption. In terms of practice, this thesis contributes by highlighting the problematic nature of institutionalized structures and the effect that this has on eGov adoption. It also contributes by enabling local governments to acknowledge the problems identified. This allows them to better understand their own development and possibly avoid similar problems or at least have a better understanding of how to handle the issues that arise.

Globalizacijos ir informacijos komunikacijos technologijų amžiuje, plėtojant informaciją, iš esmės keičiasi e-sveikatos vaidmuo visuomenėje. Prisitaikydamos prie individualizuotų bendruomenių lūkesčių, valdymo institucijos pradeda naudoti naujus lankstesnius e-sveikatos administravimo, viešosios vadybos, inovacijų diegimo principus. Plėtojant informacinę visuomenę kuriama e-sveikatos programa. Šio darbo tikslas – išanalizuoti e-sveikatos raidą šiuolaikinėje visuomenėje ir atskleisti jos administravimo ypatumus bei priemones. Darbe analizuojamas šiuolaikinės e-sveikatos raidos tendencijos, socialinė struktūra bei e-sveikatos viešojo administravimo pokyčiai, užsienio šalių ir Lietuvos e-sveikatos administravimo ypatumai. Naudojami tyrimo metodai: istorinis, statistinė kokybinė ir kiekybinė duomenų analizė, lyginamoji teorijų ir empyrinių duomenų analizė. Atliktas tyrimas parodė, kad diegiant e-sveikatos programą, reikalingas viešojo administravimo efektyvumo didinimas bei dalyvaujamosios demokratijos plėtra. To siekiama naudojant naujus vadybos metodus: skaitmeninis administravimas, elektroninė valdžia, viešosios konsultacijos, viešųjų elektroninių paslaugų teikimas. Kadangi tema Lietuvoje mažai analizuota, ateityje būtų tikslinga pagilinti gautus darbo rezultatus. Gilesnė e-sveikatos administravimo analizė galėtų suformuluoti konkretesnius siūlymus viešojo administravimo efektyvumo ir kokybės kėlimui. Darbo rezultatai gali būti panaudoti kuriant naujas e-sveikatos programas... [to full text]<br>At the age development information society, globalisation and information-communication technologies role of communities in society is changing. Citizens want to know, to communicate and to influence decision-making. Governance institutions use the new principles of more flexible digital communities. E-health is created in the information society, so the question is how to administrate it, to improve quality of life and to escalate divide between the citizens and governance. The aim of this study is analyse development of e-health in the contemporary society and to present singularities and tools of it administration. In study are analysed e-health tendencies of development communities, e-health like the social structure and it influence on changes of public administration, singularities of administration e-health in Lithuania and foreign countries. The methods of research: historical, misanalysis, care study, statistics analysis of theories and empirical data. The study shows the important role of e-health in governance and public administration, development involved democracy. It is aimed to use new methods and tools of management: digital administration, electronic government, public electronic services, online consultations. E-health divide in Lithuania is decreased by the development of infrastructure, creating digital communities, public Internet access. It would be advisable to deepen results of the study in the future. The results would be used to new e-health... [to full text]

Tese de Mestrado em Gestão e Políticas Públicas<br>Cabo Verde e Portugal têm uma história que se interliga em vários pontos. Portugal além de ser o país que descobriu e colonizou Cabo Verde é atualmente um dos seus principais parceiros ao nível do desenvolvimento social e económico. Esta colaboração contribuiu para o sucesso de um país que teve como ponto alto a elevação à categoria de País de Desenvolvimento Médio em 2008, segundo a classificação das Nações Unidas. Cabo Verde tem vindo a fazer progressos na última década no domínio do governo eletrónico sempre apoiado por políticas públicas que privilegiam o progresso do mesmo, enquanto Portugal é um país de vanguarda no domínio do governo eletrónico. Os dois países apostam fortemente na implementação do governo eletrónico, cujo sucesso passa pelo bom funcionamento dos serviços públicos on-line disponibilizados pelos Governos e pelas respetivas Administrações Públicas. Para todos os países que usam serviços públicos on-line é relevante fazer, periodicamente, avaliações dos resultados dos mesmos. Os objetivos deste trabalho passam por saber até que ponto Cabo Verde apresenta hoje um pacote de serviços públicos on-line e qual a sua comparação com os serviços equivalente em Portugal.<br>Cape Verde and Portugal histories have several interconnecting aspects. Besides the fact that Portugal discovered and colonized Cape Verde, it is one of its major social and economic partner, contributing to the countries success, that had its recognition as a middle-income country by the United Nations in 2008 as its high achievement. Cape Verde has been making progress in the last decade in the e-government field, always supported by public policies that favor developments on this area, while Portugal is a country in the forefront domain of e-government. Therefore both countries are strongly committed to the establishment of e-government pratices, whose success depends on the proper functioning of the public services made available on-line by the Government and by Public Administration. For all countries that use on-line public services it is important that they be periodically evaluated. The goal of this dissertation is to access Cape Verde´s on-line public services package state of evaluation using Portugal´s as a basis for comparison. During this dissertation we gathered some relevant data related to e-government and information society in both countries. The comparison was conducted based on the methodology used in the benchmarking study for the European Commission which compared on-line public services in the different EU Member States. Tables were created for the following domains: Cape Verde – Citizen; Cape Verde - Companies; Portugal – Citizen; Portugal – Companies; and the indicators of sophistication of each online services were assessed. While gathering this information we noted that the provision of public services online in Cape Verde is still very limited, and that, when compared to Portugal, there is get a loto f work to be done to enhance Cape Verde´s e-governance. Eventually, and following this study could be done another study that demonstrates where Cape Verde can enjoy the experience of Portugal to improve their public services online

Made available in DSpace on 2015-03-05T18:36:37Z (GMT). No. of bitstreams: 0 Previous issue date: 28<br>Nenhuma<br>Este estudo contém uma proposta para o provimento de recursos da Tecnologia da Informação e Comunicação (TIC) em prefeituras através de um relacionamento Government to Government (G2G) de Governo Eletrônico (E-Gov). Para isso, inicialmente, buscou-se na revisão da literatura inserir os temas precursores, propulsores e conceitos que perpassam a implantação de programas de E-Gov e que envolvem desde a evolução das práticas de Administração Pública (AP) até a apresentação da TIC e os temas que permeiam este contexto. O trabalho foi conduzido como um estudo de caso na Companhia de Processamento de Dados do Estado do Rio Grande do Sul (PROCERGS) em duas fases: uma fase exploratória focada na empresa e na busca de informações para a construção do instrumento de coleta de dados; e a fase descritiva caracterizada pelo levantamento da situação da TIC em prefeituras do RS (31), através de um questionário (survey). Os vários itens analisados subsidiaram a proposta que visa contemplar as prefeituras com a contratação de<br>This study contents a proposal for resource provision to the Information and Communication Technology (ICT) in city halls through the relationship between Government to Government (G2G) of Electronic Government (E-Gov). For that, initially, it was attempted in the literature review to insert in the precursors themes and concepts for the implementation of E-Gov programs and Public Management (PM) practices evolution, thru the ICT presentation. This work was conducted as a case study in the Companhia de Processamento de Dados do Estado do Rio Grande do Sul (PROCERGS) in two phases: one phase was explorable, focused in the company and in information research to construct an instrument of data collecting; and the other was a describing phase, characterized by the overview of the situation of the ICT in the State's city halls (31), through a survey form. Several of the analyzed items subsided the model proposal that aims to provide city halls with a public Data Center (G2G), enabling the Information Management in

Tyrimo objektas – viešųjų elektroninių paslaugų žemes ūkio subjektams teikimas. Tyrimo tikslas – parengti moksliniais tyrimais pagrįstas elektroninių paslaugų žemės ūkio subjektams teikimo tobulinimo priemones. Tyrimo uždaviniai: 1. Išanalizuoti elektroninių paslaugų teorines koncepcijas. 2. Ištirti ir įvertinti elektroninių viešųjų paslaugų būklę LR valstybinėse ir savivaldos institucijose. 3. Ištirti ir įvertinti elektronines viešąsias paslaugas žemės ūkio subjektams. 4. Parengti elektroninių viešųjų paslaugų žemės ūkio subjektams teikimo tobulinimo priemonių planą. Tyrimo metodai: mokslinės literatūros analizė, dokumentų analizė, lyginamoji analizė, loginės analizės ir modeliavimo metodas, sintezė, palyginimas, indukcija, dedukcija, grafinis vaizdavimas. Tyrimo rezultatai: Pirmoje darbo dalyje pateikti atliktos elektroninių paslaugų koncepcijų, elektroninių paslaugų ir elektroninės valdžios sampratų sąsajų, modelių ir brandumo lygių analizės rezultatai. Antroje darbo dalyje pateikti empirinio tyrimo rezultatai. Nustatyta, kad elektroninės žemės ūkio paslaugos yra sunkiai randamos, nėra skiriamas atskiras elektroninių paslaugų teikėjų dėmesys žemės ūkio subjektams, tačiau sėkmingai veikia ir teikia elektronines paslaugas žemės ūkio subjektams „Žemės ūkio informacijos ir kaimo verslo centro“ internetinis portalas. Trečioje darbo dalyje, remiantis teorinės analizės ir empirinio tyrimo rezultatais, pateiktas sudarytas elektroninių paslaugų žemės ūkio subjektams teikimo... [toliau žr. visą tekstą]<br>Research object – provision of public electronic services for agricultural subjects. Research aim – to prepare research-based measures for improvement of electronic services provision for agricultural subjects. Objectives: 1. to analyze the theoretical concepts of electronic services; 2. to investigate and assess the state of electronic public services in state and local government institutions of the Republic of Lithuania; 3. to investigate and evaluate electronic public services for agricultural subjects; 4. to prepare plan of improvement measures for electronic public services provision for agricultural subjects. Research methods: analysis and synthesis of literature and documents, comparative analysis, logical analysis and modeling method, synthesis, induction, deduction, graphical representation. Research results: The first part analyzes concepts of electronic services, interface of electronic services and e-government, models and maturity levels of public electronic services. The second part discusses that the electronic services for agricultural subjects are difficult to find, agricultural subjects do not receive a special attention of e-services providers, but "Agricultural Information and Rural Business Center” Web site operates successfully and provides some electronic services to agricultural subjects. The third part, on the basis of theoretical analysis and empirical research, presents plan of improvement measures of electronic public services provision for... [to full text]

As tecnologias de informação e comunicação (TICs) têm transformado a forma como a sociedade e o governo se relacionam, proporcionando uma aproximação entre a administração pública e o cidadão por meio da prestação de serviços públicos eletrônicos, sendo essa relação mediada por TICs conhecida como governo eletrônico. A utilização do governo eletrônico propicia uma série de benefícios para a administração pública, como a eficiência pública, melhora na accountability, controle dos gastos governamentais e oferta de serviços públicos eletrônicos de qualidade que proporcionem a satisfação dos usuários. Nesse contexto, o estudo se propôs a analisar a satisfação dos gestores municipais de saúde e os contadores com o Sistema de Informações sobre Orçamentos Públicos em Saúde (SIOPS) e propor um modelo para avaliação desse sistema de satisfação desses usuários. O SIOPS representa um instrumento de controle e acompanhamento da aplicação mínima constitucional de recursos com ações e serviços públicos de saúde. Inicialmente, analisou-se o site, redes sociais e programa do SIOPS, depois entrevistas com gestores federais e órgãos de controle, visando a elaboração de uma matriz SWOT e, por fim, avaliou-se a satisfação dos gestores municipais de saúde e contadores (alimentadores do sistema) com a utilização do sistema. Para obtenção desse objetivo, elaborou-se um modelo de análise dos serviços públicos ofertados pelo SIOPS e avaliação da satisfação de utilização do mesmo. Os resultados obtidos permitiram concluir que o SIOPS executa os objetivos para o qual ele foi criado, que os gestores municipais e contadores estão satisfeitos com o sistema, sendo a eficiência, confiabilidade, liderança estratégica, inteligência competitiva e gestão da tecnologia os atributos que mais contribuíram para a satisfação dos gestores municipais e a eficiência, qualidade da informação/serviço, suporte ao usuário, confiabilidade e gestão da tecnologia no caso da satisfação dos contadores.<br>Information and Communication Technologies (ICTs) have transformed the way society and government relate, providing an approximation between the public administration and citizens through the provision of electronic public services. This relationship mediated by ICTs is known as electronic government. The use of e-government provides a number of benefits for public administration, such as public efficiency, improved accountability, control of government spending, and the provision of good quality electronic public services that provide user satisfaction. In this context, the study to analyze the satisfaction of the municipal health managers and the accountants with the Information System on Public Budgets in Health (SIOPS) in order to propose a model for the evaluation of this system and the satisfaction of its users. The SIOPS represents an instrument for controlling and monitoring the minimum constitutional application of resources with public health actions and services. Initially, the SIOPS website, social networks and program were analyzed, then federal managers and members of control bodies were interviewed in order to elaborate a SWOT matrix and, finally, the satisfaction of municipal health managers and accountants (system feeders) with the use of the system was evaluated. To achieve this goal, a model of analysis concerning the public services offered by the SIOPS and its satisfaction assessment was elaborated. The results allowed us to conclude that SIOPS accomplishes the objectives for which it was created and that municipal managers and accountants are satisfied with the system. The attributes that contributed the most for the satisfaction of municipal managers were efficiency, reliability, strategic leadership, competitive intelligence and technology management, whereas for the accountants\' satisfaction the main aspects were efficiency, quality of information/service, user support, reliability and technology management.

Offering of electronic public services has become one of the principal parts of strategy of many governments all over the world. One of the 20 public services envisaged in program documents of the European Union is a service designated for citizens “Public libraries (availability of catalogues, search tools)”, that has to ensure open access to regional and global information resources. However taking into account the tasks that emerge when academic libraries start to create knowledge society it is very important to evaluate the spectrum of electronic public services provided exactly by academic libraries, possibilities of their quality and effectiveness improvement, and perspectives of their development.

Over the last two decades, public sector organisations in the UK have invested heavily on electronic government (E-Government) projects to transform the services offered to citizens. E-government is seen as an enabler that helps public services to become more efficient, transparent, cost effective and accountable. In this respect the implementation of e-government projects have been influenced by private sector thinking borrowed from New Public Management (NPM) principles. However, the evaluation of e-government under the influence of NPM has been primarily focused on economic and technical outputs whereas its value to citizens has been largely ignored. Furthermore, research shows that many e-government projects have failed to deliver the desired outcomes when influenced by NPM principles. Recent studies have emerged that highlights the significance of public value to understand the broader outcomes of e-government services. The aim of this study is to explore the concept of public value and identify the antecedents that affect value and the consequences of value on e-government. To do so, this study develops a conceptual model grounded on Public Value Theory, DeLone and McLean IS Success Model and Means End Chain Theory combining the disciplines of Public Administration, Information Systems and Marketing. The conceptual model was validated through Structural Equation Modelling (SEM) based on online surveys of 705 users of egovernment services in the UK. The findings have highlighted significant theoretical and practical implications for researchers and policy makers. This research highlights that the key dimensions (services, outcome and trust) of public value theory cannot be validated on their own as they are far too abstract in current literature. Therefore, this study verifies that public value can only be validated by drawing from the multiple fields of Public Administration, Information System and Marketing. From a practical perspective, the study offers policy makers a frame of reference to understand the influence of value on the adoption and re-use of e-government services.

Although the e-Government was mentioned more frequently, especially because of data boxes, its origin dates back to 90th the 20th century. Then the first efforts to development of information systems began to connect various governmental offices. However, these efforts haven't been very successful. Subsequently, different e-Government services start developing and this is what the diploma thesis is about. First it outlines the progress of the e-Government. Then this thesis attempts to the e-Government services and also provides information about e-Government system in different countries. At the end there is described electronic data interchange, electronic invoicing and electronic archiving.

Lack of trust in technology, personal preference, and perceived inability to use online services are possible reasons for lagged adaptation to electronic government (e-government) among older adults in the United States. Although e-government policies promote, or require, that many public services be provided electronically, it is unclear whether older adults are able, or willing, to access such services. The purpose of this qualitative, exploratory study was to gain insight from older adults (e.g., "individuals who are 65 years or older") about their ability and willingness to access e-government services in a mid-Atlantic County. The framework for this research was Roger's diffusion of innovation theory. Data were collected via interviews with 21 older adults and then inductively coded and subjected to a thematic analysis procedure. Most participants reported using e-government services in some capacity, while the remaining 10% did not because of vision issues, the overabundance of information, personal dislike of technology, and/or the belief that e-government was not conducive for self-management. However, 28% of the participants who had used e-government preferred face-to-face interactions with people instead of online servicing while also recognizing the benefits of e-government services in terms of convenience. Moreover, participants suggested that e-government usage might improve if explanations of online terminology, examples of services, and instruction on primary online services, such as web services, are offered. The study may contribute to positive social change by providing information that federal, state, and local government officials can use to develop policies for e-government accessibility, types of services, and alternative options for the aging population.

Electronic services have become a vital part in the implementation of electronic government. Government electronic services are significant tools for effective cooperation in any country between government, authorities, citizens, organisations, and so on. In order to implement these services it is necessary to know possible barriers and obstacles – factors, which can influence on the implementation process. Study in this field of research showed that a well-structured list of the factors that can influence on this implementation process is absent now. The purpose of this research is to identify and collect, analyse and structure different factors that can influence the implementation process of electronic government services. The collected list of factors have studied in the case of Ukraine. This research was conducted within the scope of Master’s level program in Linnaeus University, Sweden. In this research was used the mix method approach. The qualitative study was conducting through literature review and six interviews with people related to electronic government services. At the same time, as quantitative study was a survey with 131 answers from citizens. For analysing and structuring were using the Onion Ring Model of electronic government systems (Heeks, 2006) and the STEPLED analysis. The philosophical worldview of the research paper is social constructivism. During the research, I have studied more than 200 factors from different works of authors, which worked in this field. All collected factors were analysed and adapted in accordance to the Onion Ring Model. In addition, this model was modified by adding interlayers (additional rings) and extended in the Environment ring (with the usage of the STEPLED analysis). From the collected list were highlighted factors that influence on the implementation process in the case of Ukraine.

Main aim of my thesis is to make analysis of eGovernment in the Czech Republic. Analysis is divided into two parts -- theoretical part contains legislation in eGovernment and possibilities which can eGovernment offer to inhabitants. Second part is focused on research of electronic services which are located on the web sites of public services. The main gain of this work is assembly of the most important services in eGovernment.

Main aim of my thesis is to make analysis of eGovernment in the Czech Republic. Analysis is divided into two parts – theoretical part contains legislation in eGovernment and possibilities which can eGovernment offer to inhabitants. Second part is focused on research of electronic services which are located on the web sites of public services. The main gain of this work is assembly of the most important services in eGovernment.

Thesis (MPhil)--Stellenbosch University, 2004.<br>ENGLISH ABSTRACT: Electronic government holds the promises of enabling government to become more efficient in the delivery of services to the public. E-government would ultimately mean that government departments would not work in isolation from each other. The electronic environment would mean that databases would be linked and that information would be shared across all levels of government. There are a number of issues that are presently, and will increasingly in the future impact on the success of e-government. The paradox for e-government is that while this sharing of information, paints a picture of an ideal state of affairs, that would benefit both citizen and state, there could be enormous effects on privacy. These are the ability for government to compile comprehensive profiles on citizens without their knowledge or consent. Another impact on privacy is that wrong information can be linked to the wrong person thereby impacting on the identity of an individual. Data protection and record management policies and legislation are necessary to protect personal data and information.<br>AFRIKAANSE OPSOMMING: Elektroniese regeringsdienste hou enorme voordele in om 'n meer effektiewe diens aan 'n land se inwoners te lewer. 'n E-regering stel staatsdepartemente in staat om nie meer in isolasie te werk nie, dat databasisse gekoppel en inligting op alle regeringsvlakke gedeel kan word. Daar is egter elemente in 'n e-regeringstruktuur wat 'n beduidende impak op die toekomstige sukses daarvan kan uitoefen. Die paradoks van 'n e-regering is dat hoewel dit 'n ideale prentjie skilder, dit 'n enorme impak op die privaatheid van beide die inwoners en die regering van 'n land kan uitoefen. Dit voorsien 'n geleentheid waar die regering 'n uitgebreide persoonsprofiel kan saamstel, sonder die medewete of toestemming van die persoon. 'n Verdere aspek is dat die inligting aan die verkeerde persoon gekoppel kan word, wat 'n negatiewe impak op die identiteit van so 'n persoon kan hê. Dit op sigself maak data- en dokumentbeheer, beleide and wetgewing 'n noodsaaklikheid voorvereiste vir die beskerming van persoonlike data en inligting.

E-government is generally described as the use of information and communication technologies (ICT) in government processes. The potential of ICT to transform governmental organizations into more efficient, accessible and accountable ones is widely recognized. Taking into account that according to EUROSTAT, the total EU28 public sector expenditure in 2014 represented 48.1% of its GDP, and that this percentage was 49.0% for the EA-19, the economic impact of such a transformation is of capital importance for economic growth. All national governments, nearly all subnational governments, and most local governments of any size are adopting and expanding innovative means of delivering government information and service by means of a quick technology adoption process. This is a transformation characterized by intensive ICT use and adoption of new organizational paradigms. But in addition to changes in internal processes, e-government impacts the relationship with citizens, which is shifting towards “one-stop-shops” supported by a more intelligent organization able to know who the citizen is and what the citizen's needs are in each case. In other words, public organizations are reforming themselves to be more proactive and provide services to citizens more efficiently. Putting the focus at local level public government agencies, it can be seen that cities and municipalities develop an important number of functions related to urban management such as traffic, public transport, the environment, cleaning, garbage collection, street lighting, culture, education, welfare, crime control and civil protection among others. In some countries, cities are also responsible for providing basic services such as water, gas and electricity. All these specific functions are not found at other levels of government and therefore introduce special features to local e-government. At present, the way cities are managed and developed is starting to transform dramatically thanks to the intensive application of ICT, leading to what is known as the smart city phenomenon. New developments and technologies, derived from the introduction of sensor elements and the collection and processing of large amounts of data, are improving or even “reinventing” functions directly related to the provision and management of urban services. At the same time, this transformation aims to reduce the environmental impact of city activities. Measuring e-government progress is of capital importance to manage public resources, shorter the transition to achieve a successful end. However, a review of the most recent papers published reveals a lack of academic literature and scientific reports devoted to the evaluation of e-administration at city level. There are no methodologies to perform international benchmarking of e-administration tailored to local government specificities. There are no common references established to compare the quality of public services in different cities. Therefore, it remains hard to learn from others’ experiences around the world. The aim of this PhD thesis is to contribute to a better knowledge of the local e-government phenomena by designing and implementing a benchmarking methodology. The methodology proposed is oriented to perform local e-government benchmarking at international level, based on the e-services provided by local administrations. It promotes the learning aspects of a comparative evaluation instead of the competition among participant cities. After a detailed review of the state of the art in local e-Government benchmarking, the research deals with a bottom-up process to define the benchmarking methodology which groups meaningfully services taking into account prevalence. Special attention has been paid to the adoption measurement, as it is crucial to evaluate the actual impact of electronic public services. This methodology is applied in a European measurement, and the results are discussed. The impact of such benchmarking is assessed four years afterwards by means of a survey. The feedback received confirms the utility of such benchmarking, at the same time, it provides information for improvements of the methodology and shows the need to update the catalogue of services. Finally, the research explores the extensions required to allow benchmarking the new generation of smart city services, thus paving the way for its applicability in a Smart City context.<br>El govern electrònic es descriu com l'ús de tecnologies de la informació i la comunicació en els processos de govern. El potencial de les TIC per transformar les organitzacions governamentals en altres més eficients, accessibles i que responguin és àmpliament reconegut. Segons Eurostat, la despesa total del sector públic EU28 el 2014 va representar el 48,1% del seu PIB (49,0% per l'EA-19). Així doncs, l'impacte econòmic d'aquesta transformació és de capital importància pel creixement econòmic. Mesurar el progrés del govern electrònic és cabdal per gestionar els recursos públics, fer més curta la transició i aconseguir els objectius proposats. Tanmateix, no hi ha treballs acadèmics sobre l'avaluació de l'e-administració a les ciutats. No existeixen metodologies per dur a terme avaluacions comparatives internacional, ni referents per comparar la qualitat dels serveis públics. Això fa difícil d'aprendre de les experiències d'altri. L'objectiu d'aquesta tesi és el de contribuir al millor coneixement del govern electrònic a les ciutats a través del disseny i implementació d'una metodologia d'avaluació comparativa. Una metodologia per dur a terme benchmarking del e-govern local en l'àmbit internacional basant-se en la comparació de serveis proporcionats per les administracions locals. Una metodologia que promou l'aprenentatge i no la competició entre les ciutats participants. Després d'una revisió detallada de l'estat de la qüestió de l'avaluació comparativa del govern electrònic local, s'exposa el procés seguit per definir la metodologia d'avaluació comparativa que agrupa de manera significativa els serveis tenint en compte la seva prevalença. S'ha prestat especial atenció al mesurament de l'adopció, ja que és fonamental per avaluar l'impacte dels serveis públics electrònics. La metodologia s'aplica en una mesura Europea, els resultats de la qual es presenten i discuteixen. Quatre anys després es mesura l'impacte d'aquest benchmarking. Les respostes obtingudes confirmen la validesa de la metodologia. A la vegada, es proposen millores a la metodologia i posa de manifest la necessitat d'actualitzar el catàleg de serveis. Finalment, la investigació explora l'extensió de la nova metodologia per tal d'avaluar també els serveis que es poden trobar en una Smart City a aplanant així el camí per a l'aplicació de la metodologia en aquest nou escenari.

The objective of the thesis is to analyze the current implementation of information and communication technologies in public administration in the Czech Republic and its development. The presented results come from my partial researches of this area, which I was doing in the whole course of my doctoral study. The thesis is divided into several parts. The first part deals with review of various e-Government definitions and its objectives identification as e-Government has already become an integral part of public administration transformation process. There are also discussed individual e-Government development stages within the broader context of information society development as well as in the context of connections created within the European Union. The second part of the thesis deals with two different points of view of e-Government. The first one includes separate components and institutes of e-Government such as an electronic signature, data mailboxes and contact points of public administration. The second point of view is based on projects. There are mentioned both state level projects such as the Portal of public administration, information system of data mailboxes, Czech POINT, basic registries of public administration and resort level projects as well as projects of particular authorities. Typical examples of regional and local level e-Government projects, which are provided by municipalities, are also included in this part. The third part of the thesis deals with legal, economic, social and regional aspects of e-Government. Indivisible part of this chapter is precise identification and description of constraints that limit implementation possibilities of information and communication technologies within the public administration. These constraints must not be understood as barriers that have to be overcome at any costs or as barriers restraining development of e-Government, but as borders of properly defined space, where the electronization of public administration should operate. Correct understanding of these constraints can help to decrease failure risk of e-Government projects. One of these constraints is legal framework, which I suppose to be crucial and that is why I pay to it the most attention. Besides proving the stated working hypothesis there are given three recommendations for next development of e-Government in the Czech Republic. I suppose that e-Government is a meaningful part of transformation process of public administration and that while keeping some rules it can bring significantly positive results.

E-government, the use of information and communication technology in public administration, is often presented as a multifaceted reform with powerful transforming potential. E-government currently embodies both hopes of more efficient public administration and fears that an overemphasis on efficiency will neglect the democratic values of public administration. This study sets out to increase the understanding of the relationship between local values in public administration and e-government. It does so by analyzing and comparing the significance of the introduction of public e-services for core values in two Swedish municipal organizations: Botkyrka and Nacka. To be more exact, what happens to local core values when public e-services are implemented? In doing so, the study contributes to research on reforms and their consequences for the function of public administration today and more specifically, to the discussion on “government” in e-government research. A neo-institutional outlook with a special emphasis on core values in processes of continuity and change is used as an explanatory framework. The results of the study show the significance of the local institutional setting in defining the process and outcomes of public e-service implementation. Through a local framing of the policy, key actors within both municipalities perceive e-services as mutually supportive of existing core values, despite fundamental differences in values. Nevertheless, practices in the provision of e-services and the inherent characteristics of the technology reveal a higher level of conflict. These could have implications for local core values and, in the long run, for the view of the role of public organizations and citizens.<br>SAFe: Säkra offentliga e-tjänster - en fråga om tillit och organisation

Thesis (MPA (Public Management and Planning))--University of Stellenbosch, 2010.<br>ENGLISH ABSTRACT: Electronic government or e-Government has become a global phenomenon and is seen as a tool to strengthen the performance of government and public administration. An efficient and effective state administration is a necessary requirement for economic and social development. This study describes to what extent the e-Government policy of the PGWC compares with other e-Government policies internationally and in particular the Australian e-Government policy. South Africa as a young democracy can use the transformational power of the e- Government approach to the benefit of government, business and the citizens of the country if this approach is applied appropriately. e-Government offers the opportunity to improve public services and can even reduce the gap that exists between those who are computer literate and those who are not. E-Government in the PGWC is still in the beginning phases compared to e- Government in Australia, which has developed rapidly over the last decade. The PGWC can learn from the Australian e-Government development process, with Australians being regarded as one of the leading e-Government nations in the world, according to the United Nations Organisation. Even though the e-Government policy of the PGWC and the Australian e- Government policy use a comparatively similar approach within the demographic boundaries in which they exist, it was found that the socio-economic challenges of South Africa as a developing country, still have an enormous influence on the optimal application of the e-Government policy.<br>AFRIKAANSE OPSOMMING: Elektroniese regering of e-Regering het ‘n wêreldwye verskynsel geraak en kan gesien word as ‘n maatstaf vir die versterking van regeringsoptrede en publieke administrasie. ‘n Effektiewe en doeltreffende staatsadministrasie is ‘n noodsaaklike vereiste vir ekonomiese en sosiale ontwikkeling. Hierdie studie beskryf tot watter mate die e-Regeringsbeleid van die Wes-Kaapse Provinsiale Regering met ander internasionale e-Regeringsbeleide vergelyk, veral met betrekking tot die e- Regeringsbeleid van Australië. As ‘n jong demokrasie kan Suid-Afrika die transformerende invloed van die eregerings benadering tot die voordeel van die regering, besigheid en die burgers van die land gebruik indien hierdie benadering korrek toegepas word. e-Regering bied die geleentheid om publieke dienste te verbeter en kan selfs die bestaande gaping vernou tussen diegene wat rekenaargeletterd is en diegene wat nie rekenaargeletterd is nie. e-Regering in die Wes-Kaapse Provinsiale Regering is nog in ‘n betreklike vroeë stadium vergeleke met e-regering in Australië waar dit oor die laaste dekade snel ontwikkel het. Die Wes-Kaapse Provinsiale Regering kan vanuit die ontwikkelingsproses van die Australiese e-Regering leer, daar Australië deur die Verenigde Volkere-organisasie as een van die voorste e-Regeringnasies in die wêreld beskou word. Selfs al toon die beleide van die Wes-Kaapse Provinsiale Regering en die van Australië ‘n relatief eenderse benadering tot e-Regering binne die demografiese grense waarin hulle bestaan, is gevind dat die sosio-ekonomiese uitdagings van Suid-Afrika as ‘n ontwikkelingsland steeds ‘n enorme invloed op die optimale aanwending van e-Regering het.

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010.<br>Computacenter SA (CCSA), serves as focus of this study. One of CCSA's clients is Unipart and therefore will be used as the example to mitigate the research problem, serving to demonstrate how Service Levels are structured and how they are monitored. According to the Company policy and agreed Service Level Agreements (SLA's), an acceptance level of 95% should be reached in terms of service delivery. Anything below 95% would be considered a failure, and therefore constitutes a breach of the agreement. The tool used by Computacenter South Africa (CCSA), to measure or monitor the SLA is referred to as Service Flow. Within Service Flow there are mechanisms known as 'pre exception result and a 'post exception result'. These concepts constitute a report, which is compiled on a monthly basis to check and evaluate performance, Should a request from a client not be met and there is a valid reason for the non compliance of the request. It can however bean exception and can therefore be processed as being successfully executed within the context of the SLA. If no valid reasons are, however logged in the request work log, the request constitutes as failed and can therefore lead to the team not achieving their agreed SLA with the customer.

This research discusses Electronic Government (e-Government), in particular the challenges that face its development and widespread adoption in Saudi Arabia. In this research e-government is defined as a matrix of stakeholders: Government to Government, Government to Business and Government to Citizens, using information and communications technology to deliver and/or consume services. Electronic Government has been implemented in developed countries for some time, while in Saudi Arabia it is still at the implementation and developing stages. Electronic Government services face challenges, including trust, privacy, security, computer and information literacy, and culture. In addition, this research has identified the influential factors, including quality of service, diffusion of innovation, knowledge and skills, culture, lack of awareness, technical infrastructure, website design, security, privacy, and trust, that affect the citizens' intentions to adopt e-Government services in Saudi Arabia. Therefore, these factors have been evaluated using an exploratory study, which uses mixed-methods, to confirm that these proposed factors are important and that the citizens are concerned about them. Resulting form the exploratory study, this research ha developed an integrated model for aiding the Saudi government by identifying the factors that would influence citizens to adopt their services. The model has been validated by the main study for this research, including questionnaires for citizens, government employees and experts. The gathered data were analysed and assessed using the Structural Equation Modelling approach. From the main study, the results showed that the proposed model fits the data and applies to the Saudi context. Therefore, the validated model would be considered essential in order to help the Saudi government to overcome the concerns of their citizens to use and adopt the online services. Consequently, applying the proposed model can reduce the government's time, effort, and money in influencing their citizens' intentions to adopt the proposed online services.

User-centricity is a pre-requisite for a truly transformational e-government strategy. This goes beyond visual design and appeal, and ties down to a rudimentary measure of how far people are willing to go to enrol for and use e-government services. Enrolment can have a serious impact on the success of online government services. Different services require different levels of identity assurance, and different enrolment processes are put in place to deliver them. But from the citizen's perspective these processes often require a disproportionate amount of effort, producing hurdles that affect user acceptance and ultimately service adoption. When enrolling to high-effort services is not mandatory, take-up is low; when it is compulsory, it causes resentment, and neither is desirable. Despite existing work on the impact of security and identity processes on end users there has been little work on how these contributions could be operationalised and adopted by practitioners and policy makers as part of the requirements development process. Research in HCI provides techniques to help practitioners design systems that are within general human capabilities, however such techniques are too generic to approximate use-time behaviour across user groups and within different contexts of use. This thesis proposes Calibrated Personas, a user modelling technique that accumulates knowledge on user behaviour to model and fine-tune tolerance levels for workload and its impact on e-government service adoption (1) across user groups, (2) e-service types and (3) contexts of use. A user group calibration protocol was devised to facilitate data collection and model generation for user behaviour in enrolment-specific use cases. These models are in turn used to approximate user reactions towards design alternatives, reducing the gap between design-time knowledge (upon which decisions are made) and use-time knowledge. To facilitate this activity this work presents Sentire ('to listen'), a requirements and design framework that combines industry-strength practices with user feedback simulations (referred to as UX-analytics). These simulations in turn inform the requirements development process with actionable feedback as part of an iterative design process. This thesis considers tool support for Sentire as central to the investigation in order to facilitate adoption by practitioners and to encourage knowledge sharing and re-use within the e-government domain. For this reason, an online collaborative computer-aided software engineering (CASE) tool was developed and evaluated throughout the various real-world interventions carried out for this thesis. Sentire was applied to two new national e-services and also in the evaluation of an existing one. User-studies and expert evaluation were instrumental to the evolution and validation of the main contributions and deliverables arising from this thesis.