Cultivating the digital citizen: trust, digital literacy and e-government adoption

Purpose This paper examines factors influencing successful information technology (IT) integration in developing countries’ e-government sectors, analyzing benefits and challenges to understand interconnections among factors. This study aims to overcome barriers and maximize benefits, contributing to advancing knowledge and effective IT integration implementation practices, to enhance service delivery. Design/methodology/approach This paper uses interpretive philosophy and qualitative methods to explore factors affecting IT integration implementation. Using systematic literature review, it identifies key knowledge, insights and future research directions, contributing to theory enrichment through model development elucidating IT integration factors influencing IT integration implementation in the e-government public sector and its broader ecosystem. Findings The findings indicate that while IT integration implementation enhanced efficiency, data security and service delivery, implementation challenges such as resource constraints, resistance to change and interoperability issues, exacerbated by the COVID-19 pandemic’s impact on remote and hybrid work, are evident. Unique to Nigeria are public trust and unreliable power supply issues, significantly impacting service delivery. Notably, the study emphasizes the interconnection between these challenges and benefits, illustrating the complexity of IT integration in the e-government public sector, aligning with similar findings in the literature on other countries. Research limitations/implications Limitations include regional variations and a narrow temporal scope, impacting generalizability. Methodological choices may affect inclusivity, and contextual factors might not be fully captured. Policymakers can use findings for targeted strategies, while collaboration fosters understanding and monitoring ensures sustained success. Originality/value The study’s originality lies in its comprehensive examination of IT integration in the e-government sector, especially in developing countries like Nigeria. Through a systematic review from 2004 to 2024, it identifies unique challenges and benefits, emphasizing management’s role and proposing innovative frameworks for future research.

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Investigating the adoption of smart local government services: the impact of service quality, trust, and social influence

Hakeem,

Sulphey

2024

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Purpose This study aims to examine the factors that influence the adoption of public services through the latest smart apps designed to provide maximum services within urban local government. Design/methodology/approach The research is based on a thorough literature review, expert advice on public service delivery and four complementary theories. An empirical survey used a structured questionnaire to collect primary data from citizens in Indian local governments. The data was analysed using structural equation modelling (SEM) and SmartPLS version 4 to assess the measurement and structural models. Findings The study confirmed that service quality, trust, effort expectancy and social influence are key factors for adopting smart app services. Trust and intention are mediators, while performance expectations do not impact the decision to use smart app services. Research limitations/implications The study includes a moderate sample size and a focus on a single developing country, which restricts its cross-cultural applicability. This research investigated the factors influencing individual adoption and use of local government services delivered through smart apps. Practical implications The study has significant implications for policymakers, researchers and implementers. It provides insights for developing strategies to increase the use of smart services, thereby enhancing local governance's efficiency, transparency and accountability. Originality/value This study enhances existing knowledge by adding service quality, trust and adoption to the model, which helps examine the factors affecting adoption. With limited research on local smart service app adoption, this study provides valuable insights.

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Cultivating the digital citizen: trust, digital literacy and e-government adoption

Cited by 6 publications

References 40 publications

Does technological innovation matter to smart classroom adoption? Implications of technology readiness and ease of use

Does technological innovation matter to smart classroom adoption? Implications of technology readiness and ease of use

IT integration implementation in e-government public sector in developing countries: a systematic literature review and model development

Investigating the adoption of smart local government services: the impact of service quality, trust, and social influence

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