Is It Citizen-Centric? A Tool for Evaluating E-government Websites’ Citizen-Centricity

Kamaruddin, Kamalia Azma; Johari, Nur Jannah

doi:10.1007/978-981-19-1610-6_32

Cited by 2 publications

(10 citation statements)

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“…To achieve the objective of applying a citizen-centric model in evaluating the e-government websites at three different levels of authority in Malaysia – federal, state and local – this study used the methods of website observations and quantitative ratings through an assessment tool. Among the tools reviewed, the assessment tool by Kamaruddin et al (2018) was selected and adapted as it is the most relevant to the concept of citizen-centricity focused in this research.…”

Section: Methodsmentioning

confidence: 99%

“…Searching for a more effective measurement tool for citizen-centric e-government websites, the question arose of how to identify the needs and contributions of citizens. To identify the needs of citizens, the authors found that the components of openness, transparency and responsiveness, and their detailed descriptions, as summarised in the citizen-centric checklist for e-government websites (CCEW) by Kamaruddin et al (2018), are suitable for the context of this study; thus, these components will be fully adopted. The openness component assesses the public data provided by the government to the citizens, the transparency component assesses how transparent the services provided by the government to the citizens are while the responsiveness component assesses the responsiveness of administrators toward the services provided to the citizens.…”

Section: Relevant Literaturesmentioning

confidence: 99%

“…The asterisk * shows modifications to characteristics and descriptions that were streamlined and updated to reflect each characteristic's more accurate meanings based on the study Source: Adapted from Kamaruddin et al (2018) Table 3.…”

Section: Notementioning

confidence: 99%

“…The authors found that the participation component (i.e. to assess the involvement of citizens in government processes and decision-making), presented in the CCEW by Kamaruddin et al (2018), accurately summarised how citizens could contribute to public e-services. Only when citizens are given opportunities by the government with genuine integrity (World Bank, 2018a, p. 23) to participate in the design of policies and services will citizens be able to contribute in response by co-producing and co-creating with the public sector.…”

Section: Relevant Literaturesmentioning

confidence: 99%

“…However, one factor often neglected is how such e-services optimally fulfil the needs of and offer opportunities to citizens that effectively lead to citizen involvement in the decision-making processes behind government projects or services. This is referred to as “citizen centricity”, which involves viewing government performance from the outside-in, so understanding the needs and capacities of citizens becomes a crucial principle of government policies (Alshibly and Chiong, 2015; Kamaruddin et al , 2018; Malek et al , 2021; Saha, 2010). This citizen-centric viewpoint has been argued to be capable of allowing more information to flow to and from different segments of citizen groups.…”

Section: Introductionmentioning

confidence: 99%

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Violated factors in building citizen-centric e-government websites: insights from the performance of the federal, state and local governments websites in Malaysia

Lim

Kamaruddin

2023

JSIT

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Purpose Common evaluation tools on e-government websites are available globally and locally to standardise and improve the quality of information and services. However, a commonly ignored aspect is the way to obtain detailed measurements of factors influencing citizen centricity; in other words, how official websites cater to the needs and contributions of citizens at different levels of government. Thus, this paper aims to apply a citizen-centric framework in evaluating the e-government websites of three different levels of authority in Malaysia: federal, state and local. Design/methodology/approach The adapted citizen-centric checklist for e-government websites (aCCEW) with 40 characteristics across four components – openness (21), transparency (5), participation (10) and responsiveness (4) – was adopted to evaluate case studies of 36 government agency websites in Malaysia. Any conformity between the characteristics was marked using a binary measure, and the citizen-centric value was calculated for each component/characteristic. Findings Through website observations, ratings and descriptive comparisons, this study found that the aCCEW is a useful tool, especially for identifying certain critically violated factors. These were deficiencies in e-decision-making, revealing successful initiatives created through open data, revealing fund transfers and expenditure records and the level of social media responsiveness. Research limitations/implications The research contributes theoretically by improvising characteristics in the CCEW to become aCCEW and testing it in multiple levels of government in Malaysia to see its applicability to be adopted in other similar research of e-governments. This could become a new benchmark through the additional research insights it offers into similar perspectives of public values realisation in e-government website design that focuses on more than merely functionality. Attempt to relate the violated factors and strengths of aCCEW website design components to the level of centralisation (power) of federal, state and local governments was also genuine in the e-government research. Practical implications Regardless of the many different government systems, federal, state and local governments can benchmark the examples assessed in this study, rethink their power relationships, and further improve their e-platforms to suit the contexts of their users/residents’ needs and contributions. Originality/value To the best of the authors’ knowledge, this study contributed to the first Malaysia-based research that identifies and compares factors that contribute to citizen-centric e-government website building at the federal, state and local government levels. The discussion adds value by comparing different systems and levels of e-government websites to their power possession.

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Section: Methodsmentioning

confidence: 99%

Section: Relevant Literaturesmentioning

confidence: 99%

Section: Notementioning

confidence: 99%

Section: Relevant Literaturesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Violated factors in building citizen-centric e-government websites: insights from the performance of the federal, state and local governments websites in Malaysia

Lim

Kamaruddin

2023

JSIT

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A Qualitative Study of Legacy Systems Modernisation for Citizen-Centric Digital Government

2022

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Legacy systems are valuable assets in most public sector agencies that have been in use for a long time. These systems support government service delivery to the citizens and maintain vital public administration functions and data. However, legacy systems are often related to technical difficulties that impede innovation efforts. The maintenance of the systems has become challenging and incompatible with the demands of digital transformation in the public sector. Due to their importance, the systems cannot be easily discarded. Rebuilding the old systems from scratch entails a long development timeline, high cost, and the loss of critical service functionalities. These circumstances encourage the public sector agencies to implement the modernisation of legacy systems. However, the modernisation effort for legacy systems in the public sector is not straightforward. Besides technical aspects, it should also consider non-technical aspects, including the requirements of the new era of citizen-centric digital government. In order to achieve this aspiration, a complete strategy must be developed to serve as a guide for government agencies. Hence, the purpose of this study is to develop a comprehensive guideline for the public sector. The research has been developed using a qualitative methodology that incorporates the theoretical and empirical phases. The theoretical phase was conducted through a literature review of previous studies related to the research topic. The empirical phase in the public sector was implemented and analysed using phenomenology and grounded theory methods. A total of 19 informants were involved in the individual and focus group interviews conducted. The study results revealed that human, process, product, and organisation aspects as well as the related characteristics of the citizen-centric influence the legacy systems modernisation in the era of digital government. The findings contribute as a complete guideline for the public sector agencies in modernising the legacy systems in line with the citizen-centric digital government vision.

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Is It Citizen-Centric? A Tool for Evaluating E-government Websites’ Citizen-Centricity

Cited by 2 publications

References 14 publications

Violated factors in building citizen-centric e-government websites: insights from the performance of the federal, state and local governments websites in Malaysia

Violated factors in building citizen-centric e-government websites: insights from the performance of the federal, state and local governments websites in Malaysia

A Qualitative Study of Legacy Systems Modernisation for Citizen-Centric Digital Government

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