Understanding e-government services: integration of process virtualization theory and user resistance

Abstract

Purpose Literature reveals that citizens’ intentions or willingness to adopt and use e-government services in developing countries like Ghana have not been encouraging regardless of the importance of these services. This study aims to examine the factors that inhibit the virtualization of government to citizen e-government processes by assessing citizens’ intentions to resist or use government’s virtualized processes. Design/methodology/approach This study used a survey questionnaire to collect data from public school teachers who are users of the Government of Ghana’s e-pay slip system. Out of 500 questionnaires administered, only 423 useable responses were obtained. The data was analyzed with both inferential and descriptive statistics. Findings The results of this study showed that process virtualizability significantly predicts virtual process use, and it is associated with user resistance toward virtual process use. Practical implications The findings will help governments and managers to comprehend that certain processes are more acquiescent to virtualization than others. Originality/value This paper provides researchers with a contemporary perspective toward understanding the adoption and use of e-government services in sub-Saharan Africa through the lens of process virtualization theory.

Integrating Embodied Social Presence Theory and Process Virtualization Theory to assess business process virtualizability: The mediating role of embodied co-presence

“…Their study highlights the uneven virtualization potential across different governmental processes, pointing out that not all processes are equally amenable to virtualization. This research underscores the importance of a selective approach in applying virtualization strategies to government operations, suggesting that alignment with user acceptance and process characteristics is crucial for effective implementation [7].…”

“…PVT offers a comprehensive framework for understanding the transformation of business processes through digital means. Originally proposed by Eric Overby in 2008 [8], PVT has evolved into a critical tool in assessing how traditional, physical processes can be effectively replicated and executed in a virtual environment [5,7,8,26]. Central to PVT is the concept of virtualizability, which explores the extent to which business processes can function effectively in a virtual setting, minimizing the reliance on physical resources or face-to-face interactions.…”

“…Monitoring Capability involves IT's ability to oversee business activities. Responses underscored the significance of features within collaboration tools that allow for the tracking of tasks and the efficient management of workflows, crucial for maintaining oversight in a virtual setting [5,7,8,[26][27][28].…”

“…A critical aspect of this transformation is the enhanced virtualizability of business processes, a concept that encapsulates the potential and suitability of transitioning business processes from physical to virtual environments [5,6]. In this context, PVT has gained prominence as a comprehensive framework for understanding the dynamics of business process virtualizability [5,7,8].…”