User Involvement in E-Government Development Projects

Følstad, Asbjørn; Krogstie, John; Risan, Lars; Moser, Ingunn

doi:10.4018/978-1-59904-027-1.ch016

Cited by 12 publications

(13 citation statements)

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“…To this end, e‐government seeks to offer variety of services and information such as public voting information, tax filing, license registration and renewal, and obtaining passports. In the wake of these initiatives, Soufi and Maguire () posited that even though governments are determined to provide services and information to their citizens, the actual services that are provided in the past have failed to meet the expectation of citizens largely because of the lack of user representative and involvement in the design and implementation process (Følstad, Jørgensen, & Krogstie, ; Velsen et al, ). As a result, most government online services have seen some persistent rejection by citizens (Schwester, ).…”

Section: Introductionmentioning

confidence: 99%

Virtualization of government‐to‐citizen engagement process: Enablers and constraints

Ofoeda

Boateng

Asmah

2018

E J Info Sys Dev Countries

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The purpose of this study is to investigate the factors that constrain or enable process virtualization in a government-to-citizen engagement process. Past research has established that most e-government projects, especially in developing countries, are regarded as total failure or partial failure. Citizens' unwillingness to use government electronic services and lack of awareness are among some of the reasons why these electronic services fail. Using the process virtualization theory (PVT) as theoretical lens, the authors investigated the various activities within the driver license acquisition process at the Driver and Vehicle Licensing Authority. The PVT helped in identifying factors which enable or inhibit the virtualization of the driver license acquisition process in Ghana. Based on a survey data of 317 participants, we report that process characteristics in the form of relationship requirements affect citizens' willingness toward the use of government virtualized processes. Situating the PVT within a developing country context, our findings reveal that some cultural and behavioral attributes such as socialization hinder the virtualization of some activities within the driver licensing process. Such electronic services prove governments' willingness to provide services to their citizenry in an efficient and effective manner. The popularity of government online services is still influencing most governments to move their services from the traditional platforms (face to face) to the virtual platforms. In lieu with the benefits of virtual platforms, it has become inconceivable to envisage life without online processes (Balci, 2014). This notwithstanding, studies have shown that not all processes qualify to be virtualized (Overby, 2008).Research has shown that both online and offline processes have had some challenges with various government-sponsored initiatives (Bruns & Swift, 2011). This has given room for the rise in the failure of most online citizen-centric initiatives that governments introduce. Alshawi and Alalwany (2009) explained that poor exploitation of e-government initiatives is prevalent in most developing countries. Problems associated with implementation and unwillingness of citizens to use the online system are some of the predominant challenges that confront such initiatives (Chan et al., 2010). Schwester (2009) also attributed resistance and failure of government online services to the perception that technology will replace people in the workplace. That is to say, once people feel threatened they will be replaced, they intend sabotaging the online system.Despite the role IT plays in virtualized processes, studies have shown that it costs governments a fortune to put their services online. It is estimated that a big portion of IT investment in e-government are wasted because between 60% and 80% of all e-government projects fail (Heeks & Stanforth, 2007). These failed e-government projects are rated as either a total failure (35%), partial failure (50%), or successful (15%) (Heeks, 2003)....

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Section: Introductionmentioning

confidence: 99%

Virtualization of government‐to‐citizen engagement process: Enablers and constraints

Ofoeda

Boateng

Asmah

2018

E J Info Sys Dev Countries

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“…As to practical user participation, the identified user participation challenges described above are not new and have been discussed previously in the literature (e.g. Obata et al, 2012;Dalsgaard 2010;Simonsen and Hertzum 2008;Følstad et al, 2004;Oostveen and van den Besselaar, 2004;Edwards et al, 2003). However, they have mostly been discussed in relation to large-scale projects.…”

Section: Toolboxes To Enable Cross-sector User Participationmentioning

confidence: 99%

“…In relation to this, the importance of including not only end-users but also other types of stakeholders in PD projects has gained increased attention from scholars in recent decades (e.g. Dalsgaard, 2010;Følstad et al, 2004;Pilemalm, 2002). The evolution of PD also sought to enhance the approach by defining and categorising users to include larger groups (Lundman, 2006; Oostveen and van den Besselaar, 2004;Damodaran, 1996).…”

Section: User Participation Approachesmentioning

confidence: 99%

“…In relation to this, it has also been argued that a lack of formalisation, methodologies or clear working methods in user participation approaches, and specifically PD, has restricted them to being academic constructions, used infrequently in practice/industry or in a much weaker sense than they promise (Simonsen and Hertzum, 2008;Pekkola, 2006;Følstad et al, 2004;Tollmar, 2001;Besselaar, 1998). As a result, the products delivered have mainly been small, stand-alone IS (Oostveen and van den Besselaar, 2004).…”

Section: Lack Of Formalisation In User Involvement and Relevant Procementioning

confidence: 99%

“…On the other hand, over the past few decades, the need for new instruments has been emphasised in complex contexts (Hillgren et al, 2011;Dalsgaard, 2010). The lack of formalisation or specific methods for user participation has been discussed and is seen as a hindrance that may lead to no product or outcome emerging (Simonsen and Hertzum, 2008;Pekkola et al 2006;Følstad et al, 2004;Besselaar, 1998). The results of this thesis support this argument, suggesting that new and existing methods and/or techniques can be combined with user-friendly toolboxes suited to a particular emerging cross-sector collaboration and/or public sector initiative in contexts where the development of future services and infrastructures are often distinguishable elements.…”

Section: Toolboxes To Enable Cross-sector User Participationmentioning

confidence: 99%

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Information Systems Development for Emerging Public Sector Cross-sector Collaborations: The Case of Swedish Emergency Response

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Information systems (IS) seem prevalent in modern societies and this has resulted in the rapid digitalisation of different societal sectors. One application domain of IS is emergency response systems (ERSs), which are responsible for delivering essential services to save lives and minimise environmental damage in both small, frequent and large-scale emergencies. Specific IS applications are in turn used in ERSs to support such aspects as decision-making, communication, information sharing and the dispatching of resources. Public sector cutbacks and a lack of professional resources have negatively affected emergency response at the same time as natural and man-made disasters (e.g. forest fires, storms, terror attacks) have intensified in recent decades. At the same time, frequent, small-scale accidents continue to occur, both in urban and sparsely populated areas. As a result, emergency response actors, first responders, are often placed under severe pressure. An emerging trend in response to these challenges, both in Sweden and internationally, is to create cross-sector forms of collaboration, by combining alternative resources from various sectors. Since these collaborations are relatively new and involve heterogeneous stakeholders, it is essential to understand the context, as well as actors' tasks and needs in related IS development processes. When the work on this thesis started, there was a perceived lack of knowledge relating to ERS cross-sector collaboration and the associated needs for digitalisation/IS support; for example, in which situations actors should be involved, what they should do, what challenges they may face and how these may affect IS.Organisational and needs analyses are deemed essential first steps that can be used to understand the nature of these collaborations, their heterogeneous users and stakeholders, potential needs, and related opportunities and challenges. One way to do this is to enable user participation, gaining help from stakeholders who may know the context. However, despite the many perceived benefits, user participation is also associated with several challenges; for example, how to identify and involve relevant stakeholders, especially when they are numerous and heterogeneous. These challenges have been discussed in relation to the new public sector but not specifically in the development of cross-sector collaborations in ERSs. Furthermore, using different frameworks for performing organisational/stakeholder/needs analysis in new domains can help to structure them. At the beginning of the work on this thesis, there was a perceived lack of broad frameworks for ERS cross-sector collaborations that could be used as tools in the related analysis and user participation activities. Finally, at a theoretical level, it was deemed interesting to use network governance as an analytical lens to enable a further understanding of the ERS cross-sector collaboration phenomenon.The thesis objective is thus to explore IS-related opportunities, challenges and needs aimed at supporting heter...

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E-Participation Among Members of Parliament in Malaysia: Evaluation of Social Factors

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et al. 2015

Islamic Perspectives Relating to Business, Arts, Culture and Communication

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User Involvement in E-Government Development Projects

Cited by 12 publications

References 0 publications

Virtualization of government‐to‐citizen engagement process: Enablers and constraints

Virtualization of government‐to‐citizen engagement process: Enablers and constraints

Information Systems Development for Emerging Public Sector Cross-sector Collaborations: The Case of Swedish Emergency Response

E-Participation Among Members of Parliament in Malaysia: Evaluation of Social Factors

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