Ramzi El-Haddadeh

Examining the influence of intermediaries in facilitating e-government adoption: An empirical investigation,

Abstract The adoption and diffusion of electronic government is often impeded by many social and individual factors relating to citizens. In this respect, intermediaries have emerged as a new model for delivering e-government services to overcome such obstacles. This study aims to examine the role of intermediaries in facilitating e-government adoption and diffusion using a survey based empirical study of 502 participants in Madinah City in Saudi Arabia. An extended UTAUT model is used as the theoretical basis utilizing trust in the Internet and Intermediaries. The results of this study show that there are significant relationships among the factors that influence intention to use e-government, namely, performance expectancy, effort expectancy, and trust of intermediary. In addition, the findings show that there is a significant relationship between facilitating conditions and usage behavior proving that intermediaries can influence adoption of e-government services.

Exploring the complexities of e‐government implementation and diffusion in a developing country: Some lessons from the State of Qatar

Purpose – The purpose of this paper is to explore empirically the complexities of e‐government implementation and diffusion from a developing country perspective.Design/methodology/approach – An empirical case study using an interview‐based research agenda is adopted. After reviewing the extant literature on e‐government, the paper first proposes a conceptual model, which is consequently used to explore empirically, within the State of Qatar, the key challenges influencing e‐government implementation and diffusion from organisational, technological, social and political perspectives.Findings – The conceptual model proposed in this study offers a comprehensive overview of the implementation and diffusion challenges of e‐government through identifying various factors associated with organisational, technological, social and political perspectives from the literature. Through adopting an empirical research strategy focusing on developing countries that are not in an advanced state of e‐government development...

E-government implementation strategies in developed and transition economies: A comparative study

a b s t r a c t In the last decade, electronic government in Europe has emerged and established itself as a viable alter- native channel for public service delivery. While e-government has now matured in most developed European countries, transition economies in Europe, have only recently begun to recognise its poten- tial benefits and incorporated e-government as part of their national strategy. Although time may result in the amplification of e-government experience for transition economy countries, lessons drawn from developed countries indicate that political, fiscal, social, strategic and organisational issues need to be addressed when formulating plans for deploying e-government. Using case study research, this paper examines strategies adopted by the UK and Slovakia in the context of e-government implementation. Par- ticularly, the paper examines how the perspectives on e-government vision, strategy, focus and related organisational change influence the implementation and diffusion of e-government in developed and transition economies in Europe.

An analysis of methodologies utilised in e‐government research: A user satisfaction perspective

Purpose – The purpose of this paper is to analyse the research design, methodologies and approaches utilised in electronic government (e‐government) research studies published in the last decade (2000‐2012).Design/methodology/approach – A profiling approach is employed to analyse 114 (out of 3,934 from 2000 to 2012) e‐government publications (with specific focus on user satisfaction) including examining variables such as country of research, sample size, type(s) of respondents, data collection methods, and statistical tools and techniques employed.Findings – Among the research design, methodologies and approaches adopted in the extant e‐government research studies, the quantitative research based approach supported by statistical analysis was the most dominant approach applied by authors in the last decade. Few studies were found to use qualitative‐based approaches such as case studies and interviews.Originality/value – The prime value and uniqueness of this research lies in presenting the type of researc...

The complexities of electronic services implementation and institutionalisation in the public sector

Electronic service implementation (ESI) in the public sector attempts to improve efficiency, effectiveness, and transparency of governmental departments. Despite having provided the necessary infrastructure and investment, many governments have struggled to realise such aims due to the various forces that challenge implementation and institutionalisation. Using institutional theory as a lens, we explored the forces influencing the implementation and institutionalisation of ESI in the public sector. While our results reinforced previous research in IT implementation and organisational transformation, they showed that the dynamic nature of technology poses unanticipated pressures, and that these can impede the implementation and institutionalisation process.

Supporting Public Policy Making Processes with Workflow Technology: Lessons Learned From Cases in Four European Countries

Workflow technology has been proven as an enabler for numerous benefits for private and public organizations. Including: cost reduction, efficiency savings in terms of time and cost, increased capability, faster processing, reductions in errors, and work iterations, service quality and customer satisfaction. Public sector has endorsed these benefits by adopting workflow management systems to support administrative processes, such as human resources management or claims processing. This technology is yet to be utilized to support the formulation of policy making processes to facilitate the participation of citizens in the policy making processes and increase their awareness on political issues. This paper Investigates the feasibility of adopting workflow tools for the support of decision making processes that lead to development of public policies, despite the variant institutional settings. To do so, public policy making processes from four countries were examined and analyzed. The results are explored further in the article.

Utilizing a High Definition Live Video Platform to Facilitate Public Service Delivery

The LiveCity Project effort intends to create a city-based “Living Lab” and associated ecosystem to pilot live interactive high-definition video-to-video (v2v) on ultrafast wireless and wireline Internet infrastructure for the support of appropriate public service use cases among a number of city user communities initially in four major European cities. The essential aim is to empower the citizens of a city to interact with each other in a more productive, efficient and socially useful way by using v2v over the Internet, as the latter can be considered to improve city administration, enhance education and city experiences for tourists/cultural consumers and save patients’ lives. We discuss the role that stakeholders can play in identifying appropriate KPIs to assess the progress of the LiveCity concept, covering the underlying network infrastructure, the intended services-facilities per specific case, as well as users’ satisfaction and requirements.

A Framework for Evaluating Citizens’ Expectations and Satisfaction toward Continued Intention to Use E-Government Services

This paper examines the role of expectation and satisfaction in influencing citizens’ intention to continue using electronic government services. In order to investigate the key factors that affect an individual’s use of Information and Communication Technology within the context of electronic government, a framework combining Social Cognitive Theory and Expectation-Confirmation Theory is used to investigate satisfaction and continuity of use of e-government services. Further, the study incorporates DeLone and McLean’s IS success model along with the E-S-QUAL model to incorporate technical, organizational and Information Systems quality into this framework. The proposed framework will help in shaping further studies in cognitive, managerial and technical factors related to e-government adoption and use. This study argues that quality and consistency in e-government services affect the expectations and satisfaction of citizens, therefore impacting on its continuity of use.

Evaluating the impact of alternative socially innovative public sector service initiatives on social cohesion (ALLIANCE)

Purpose – For many years, proponents of new public management (NPM) have been presenting it as a formula for improving the public sector through making the public sector more businesslike. However, reforms based on NPM have failed to prove that they deliver more efficient, effective and quality services for citizens. The purpose of this paper is to describe to evaluate the effect that alternative socially innovative service initiatives have in facilitating social cohesion.Design/methodology/approach – The ALLIANCE project is designed to be conducted in two main phases. Phase one concentrates on conceptualising the concept (social cohesion and new public management) and ends with a quantitative empirical survey to comparatively measure key performance indicators for pre and post NPM initiatives. Phase two, on the other hand, is focused on identifying and simulating alternative scenarios for service delivery and qualitatively evaluating them.Findings – This research note demonstrates the need for an empiric...

A framework of reference for evaluating user experience when using high definition video to video to facilitate public services

This paper proposes the use of high definition video to video as a means to facilitate the adoption of public services. High definition video can be delivered over the public Internet infrastructure by using a Right of Way platform that guarantees no interference from unwanted traffic. In this paper, we discuss the benefits of using high definition video to video communication in the public sector to facilitate services such as health, education and city experience/administration. Drawing from the dominant theories on Information Communication Technology we then propose a framework of reference to evaluate user experience of such services based on the Unified Theory of Acceptance and Use of Technology 2 (Venkatesh et al., 2012), the Information Systems success model (DeLone & McLean, 1992) and inclusion of the perception on information privacy.