Integrated Series in Information Systems 39 Series Editors: Ramesh Sharda · Stefan Voß Saqib Saeed T. Ramayah Zaigham Mahmood Editors User Centric E-Government Challenges and Opportunities www.ebook3000.com Integrated Series in Information Systems Volume 39 Series Editors Ramesh Sharda Oklahoma State University, Stillwater, OK, USA Stefan Voß University of Hamburg, Hamburg, Germany More information about this series at http://www.springer.com/series/6157 Saqib Saeed • T Ramayah • Zaigham Mahmood Editors User Centric E-Government Challenges and Opportunities 123 www.ebook3000.com Editors Saqib Saeed Department of Computer Information Systems Imam Abdulrahman Bin Faisal University Dammam, Saudi Arabia Zaigham Mahmood School of Computing University of Derby Derby, UK T Ramayah School of Management University Sains Malaysia Penang, Malaysia UTM International Business School (UTM-IBS) Universiti Teknologi Malaysia Kuala Lumpur, Malaysia Shijiazhuang Tiedao University Hebei, China ISSN 1571-0270 ISSN 2197-7968 (electronic) Integrated Series in Information Systems ISBN 978-3-319-59441-5 ISBN 978-3-319-59442-2 (eBook) DOI 10.1007/978-3-319-59442-2 Library of Congress Control Number: 2017951632 © Springer International Publishing AG 2018 This work is subject to copyright All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed The use of general descriptive names, registered names, trademarks, service marks, etc in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer International Publishing AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland To My Sweet Kids Rameen, Eshaal and Huzaifa www.ebook3000.com Preface Electronic Government, or E-Government, is about harnessing the information revolution to improve the efficiency of government processes and the lives of citizens If appropriately implemented, it promotes transparency and effectiveness of a government’s processes as well as citizens’ participation (e-participation) in the affairs of the government An effective E-Government aims at a citizenoriented user-centred approach to governance through the effective deployment of information, communication and social media technologies After all, a government works for the benefit of its citizens E-government projects require solid commitment of the political leadership as well as effective planning and availability of financial resources Whereas provision of effective E-Government is a government’s responsibility, it is important that citizens have the knowledge and skills to consume the available technology to exercise positive commitment to affect the governments’ strategies Thus, a government’s responsibility also extends to ensuring the availability and accessibility of necessary technological infrastructure and the training demands from the general public Developing countries are often at the initial stages of E-Government development, where they offer a portal providing ‘one-way’ Government-to-Citizen information via a website; however, the technologically developed nations have successfully progressed to the ‘interactive’ stages of open governments, sometimes, also referred to as Government 2.0 or Connected Government Whereas the benefits of transparent and user-centric Connected Government, or C-Government, are tremendous, there are numerous inherent issues that hinder the satisfactory adoption and provision of E-Government These include lack of a number of necessarily required factors including will and commitment of political leaders; clear vision and long-term workable strategy; political stability of the nation and its government; economic and governmental structures; financial resources and support; regulatory and legal frameworks and procedural controls; easy availability of ICT technologies to general public; as well as technical expertise Additionally, there is often a lack of technological familiarity that may result in the unwillingness of the citizens to engage with the governments using innovative technologies and methodologies vii viii Preface In this context, this book, User Centric E-Government: Challenges and Opportunities, considers the various dimensions of the Connected E-Governance and presents the prevailing situation in the form of status reports, development methodologies, practical examples, best practices, case studies and the latest research The present volume is a collection of 13 chapters authored by academics of international fame and reputed industry practitioners from around the world Hopefully, the book will serve as a reference text in the subject areas of E-Government and electronic governance for the provision of an open and transparent government Dammam, Saudi Arabia Penang, Malaysia Derby, UK Saqib Saeed T Ramayah Zaigham Mahmood www.ebook3000.com Contents Part I Introduction The Challenges in Implementing E-Democracy in the United States Robert Cropf Exploring the Emergence of Open Spatial Data Infrastructures: Analysis of Recent Developments and Trends in Europe Glenn Vancauwenberghe and Bastiaan van Loenen Improving Domestic Revenue Mobilisation in African Countries Using ICT: A Literature Review Analysis Emmanuel Eilu 23 47 Part II Effectiveness of E-Government Infrastructures A Method to Evaluate E-Government Service Quality Attributes Mohammad Anwar Rahman Trust in the System: The Mediating Effect of Perceived Usefulness of the E-Filing System T Santhanamery and T Ramayah 65 89 Administrative Efficiency and Effectiveness with the Application of E-Government: A Study on Bangladesh Public Administration 105 Md Abir Hasan Khan Agile Collaborative Architecture for the Development of E-Government Services in Romania: Electronic Public Procurement Case Study 117 Marian Stoica, Marinela Mircea, and Bogdan Ghilic-Micu ix x Contents User Centric Services Under the Web 2.0 Era Coproduction, Execution and Efficiency of Public Services 137 Manuel Pedro Rodríguez Bolívar Part III User Centric E-Government Towards User Centric E-Government 161 Madeeha Saqib and Asiya Abdus Salam 10 Enacting Digital Government Services for Noncitizens: The Case of Migration Services 167 Luz Maria Garcia-Garcia and J Ramon Gil-Garcia 11 The ‘engage’ System: Using Real-Time Digital Technologies to Support Citizen-Centred Design in Government 183 Brian Cleland, Jonathan Wallace, and Michaela Black 12 Play It to Plan It? The Impact of Game Elements on Usage of a Urban Planning App 203 Sarah-Kristin Thiel and Titiana Ertiö 13 Usability Evaluation of the Mobile Application of Centralized Hospital Appointment System (CHAS) 231 ˙ Buket Ta¸skın, Hüsna Irem Co¸skun, and Hakan Tüzün Index 249 www.ebook3000.com List of Contributors and Editors Contributors Asiya Abdus Salam Imam Abdur Rahman Bin Faisal University, Dammam, Saudi Arabia Michaela Black School of Computing and Intelligent Systems, Ulster University, Northern Ireland, UK Brian Cleland School of Computing and Maths, Ulster University, Northern Ireland, UK ˙ ˙ Hüsna Irem Co¸skun Turkish Airlines, Istanbul, Turkey Robert Cropf Department of Political Science, Saint Louis University, Saint Louis, MO, USA Emmanuel Eilu School of Computing and Informatics Technology, Makerere University Kampala, Kampala, Uganda Titiana Ertiö Technology Experience Center, Austrian Institute of Technology GmbH, Vienna, Austria Department of Social Research, University of Turku, Turku, Finland Luz Maria Garcia-Garcia Universidad de la Sierra Sur, Oaxaca, Mexico Bogdan Ghilic-Micu Department of Economic Informatics and Cybernetics, The Bucharest University of Economic Studies, Bucharest, Romania J Ramon Gil-Garcia University at Albany, State University of New York, Albany, NY, USA Md Abir Hasan Khan School of Management, University of Tampere, Tampere, Finland xi 242 B Ta¸skın et al Table 13.8 Changes in the completion rates of Task (by age) Group 18–25 years old 26–35 years old 36–45 years old Over 45 years old n 4 4 Mean rank 12.50 10.00 7.50 4.00 sd X2 8.103 p 0.044 Table 13.9 Changes in the completion rates of Task (by age) Group 18–25 years old 26–35 years old 36–45 years old Over 45 years old n 4 4 Mean rank 11.88 11.13 5.50 5.50 sd X2 8.795 p 0.032 X2 8.50 p 0.037 Table 13.10 Changes in the completion durations of Task (by age) 4.1.5 Group 18–25 years old 26–35 years old 36–45 years old Over 45 years old n 4 4 Mean rank 11.25 11.75 5.50 5.50 Sd Results of Kruskal-Wallis H Test Analysis The task performance of the demographic variables (excluding gender) and their relationship was analyzed with the Kruskal-Wallis H test A significant relationship was found between the age variable and completion rate of the performance of Tasks and (completion rate and duration) Changes in the completion rates of Task (by age) are presented in Table 13.8 (p D 0.044 < 0.05) Younger participants were found to be more successful in downloading and installing the application Changes in the completion rates of Task (by age) are presented in Table 13.9 (p D 0.032 < 0.05) Younger participants were found to be more successful in changing their e-mail in the system Changes in the completion durations of Task (by age) are presented in Table 13.10 (p D 0.037 < 0.05) Younger participants were found to be faster in changing their password in the system Mean changes in task scores (by age) were found to be at the limit of significance, favoring the younger users (p D 0.053) Changes (by age groups) in the mean scores obtained from all the tasks to be performed on the mobile application and the greater success of the younger age groups were some of the expected findings A significant relationship was found between the educational status variable and the completion rates of Task and Task As the education level got higher, completion rates of Task and Task were found to get higher Changes in the completion rates of Task (by educational status variable) are presented in Table 13.11 (p D 0.023 < 0.05) with users becoming more successful in logging in to the system as their educational status got higher 13 Usability Evaluation of the Mobile Application of Centralized Hospital 243 Table 13.11 Changes in the completion rates of Task (by educational status variable) Group High school Associate degree Bachelor’s degree Master’s degree n 7 Mean rank 5.50 3.00 11.71 12.50 sd X2 9.523 p 0.023 Table 13.12 Changes in the completion rates of Task (by educational status variable) Group High school Associate degree Bachelor’s degree Master’s degree n 7 Mean rank 5.57 4.00 11.29 14.00 sd X2 8.326 p 0.040 Table 13.13 Changes in the completion rates of Task (by experience of touch-screen device use) Group Low Medium High n Mean rank 3.50 8.00 11.58 sd X2 6.861 p 0.032 Table 13.14 Changes in the completion rates of Task (by experience of touch-screen device use variable) Group Low Medium High n Mean rank 4.33 7.64 11.58 sd X2 8.326 P 0.040 Changes in the completion rates of Task (by educational status variable) are presented in Table 13.12 (p D 0.040 < 0.05) A rise in educational status also increased the rate of success in making an appointment Task and Task completion rates and the mean task scores were found to change in accordance with the experience in the use of touch-screen devices Changes in the completion rates of Task (with the experience in the use of touchscreen devices) are presented in Table 13.13 (p D 0.032 < 0.05) Those who have more experience of using touch-screen devices are more successful in downloading the application Changes in the completion rates of Task (by experience of touch-screen device use variable) are presented in Table 13.14 (p D 0.040 < 0.05) Those who have more experience of using touch-screen devices are more successful in logging in to the system Changes in the mean task completion scores (by experience of touch-screen device use variable) are presented in Table 13.15 (p D 0.027 < 0.05) This result indicates that being experienced in using touch-screen devices is an effective factor for the completion rates of all tasks and a factor boosting success No significant difference (in terms of task completion scores) was found between computer literacy level and task performance www.ebook3000.com 244 B Ta¸skın et al Table 13.15 Changes in the mean task completion scores (by experience of touch-screen device use) Group Low Medium High n Mean rank 4.33 6.93 12.42 sd X2 7.217 P 0.027 Table 13.16 Analysis of the participant group’s system evaluation Questions Most beneficial specifications Least beneficial specifications Specifications that can be added to make the application more useful Improvements to the interface to make the application more satisfying General suggestions and comments Subjects Speed Being a mobile application No necessity to talk with someone No necessity to wait like in ALO 182 line Other identification info can be obtained from e-government with the id no Asking landline number Detailed info about the doctors (résumé, workload etc.) Automatically filling the location info by location detection Searching all doctors of a certain department in all hospitals Using different and vivid colors Frequency 7 Bigger fonts and buttons Birth date selection section should be changed It is beneficial from all aspects but only young people can use it Deficiencies in directing the user Crashing issues in certain sections (especially in selecting the county) should be solved 3 5 4.2 Qualitative Data Analysis The observational, interview-based, and think-aloud notes collected qualitatively were analyzed using Microsoft Word and Excel in accordance with the codes specified by the researchers [28] The participant group was asked to answer open-ended questions and evaluate the system Evaluations were categorized in accordance with the subject titles in Table 13.16 and the frequency of subjects mentioned In the data collection stage of the study, participants were asked to think aloud while performing their tasks and participants were observed by the researchers According to the observation and think-aloud notes and analysis results, the issues 13 Usability Evaluation of the Mobile Application of Centralized Hospital 245 Table 13.17 Analysis of think-aloud and observational notes Issues Connection issue Touch-screen issue Getting lost Unnecessary specifications Frequency 15 Specifications that should be added Usability (C) Usability ( ) 39 Ease of use/understanding (C) Ease of use/understanding ( ) 33 Interface (C) Interface ( ) 12 Details Guidance deficiencies (5) Landline (5) e-mail (6) Other identification to be obtained from e-gov with id no (2) Detailed info about the doctors (2) Warning about how many characters a password must have (1) Listing the hospitals Crashing issues in county selection section Entering the date of birth (10) Selection in accordance with the appropriate criteria Appointment cancellation (8) Downloading mobile application (7) Guidance deficiencies (5) Entering the date of birth (6) Appointment cancellation (5) in Table 13.17 were found to be mentioned frequently Issues presented in the table were selected in accordance with the general observations of the researchers and the C and symbols were used to indicate the positive and negative statements The frequency of mentioning the issue details was presented in the details section in the parenthesis Results The usability of the CHAS mobile application developed by the Turkish Ministry of Health was tested by the participants in specific gender and age groups Issues were detected in the application interface and its operation when critical tasks were performed, and suggestions to improve the usability of the application were provided by the participants Findings indicated that the majority of the participants used the ALO 182 appointment service The results of the visual interface evaluation indicated that the majority of the participants were satisfied with the application While using the application and examining the frequency of getting lost, it was found that partic- www.ebook3000.com 246 B Ta¸skın et al ipants had getting lost issues occasionally It was concluded that the participants rated the system’s ease of use as medium-level In terms of usability, the majority of the participants stated that they found the CHAS mobile application easy to use Findings proved that the participants who got high scores in evaluating the interface also had high scores in changing the password Participants whose educational statuses were high did not have any difficulties in logging in and making an appointment It was found that users who had previous experience of touchscreen devices used the application easily and their rates of completing the tasks were high Task completion rates for the male participants were found to be higher than those of the female participants Results of this study correspond to similar studies in this field In the usability study of Sonderegger and Sauer [29], females had slightly more difficulties than males in completing the tasks and higher mistake rates [29] The difference in inclination (to use technology) between the females and males favors the male participants, which is in line with the findings of Venkatesh and Morris [30] In terms of the age groups, younger participants had higher rates of completing the tasks Results related to the gender and age group variables correspond to the general inclination of the field Younger users demonstrated better performance in the web usability test [31] The fact that younger participants had higher figures in task completion rates is thought to result from their exposure to technology at an early age, as stated by Morris and Venkatesh [32] One of the interesting results of the study is that the participants’ computer literacy level did not affect their task performance, contrary to similar studies [11] in which the participants who had higher computer literacy completed the tasks in a shorter time period Suggestions and Recommendations Improvements made by considering the suggestions provided by participants will help users access the healthcare services easily Following the improvements, new usability studies may be conducted using different methods with bigger participant groups Participants stated that they found it helpful using CHAS via a mobile application However, they indicated that it was unnecessary for the system to ask too much personal information Some participants stated that certain personal data could be obtained from the e-government system Moreover, some participants emphasized that detailed information about the doctors should be added to make the application more efficient Automatic location entry using location detection technology is among the suggestions made by participants Sections that challenged the participants most were signing up, putting in the date of birth, date of appointment, and appointment cancellation Some participants had to log in a couple of times in this section 13 Usability Evaluation of the Mobile Application of Centralized Hospital 247 Some participants stated that the application has deficiencies in guiding the users Suggestions have been made for the signing up and information entry sections in general The fact that the application fails and displays a white screen without responding to the participant interactions in the county selection section highlights the necessity to improve its performance Some users thought vivid colors should be used in the application Bigger and clearer buttons for critical operations, such as appointment cancellation that directly affect interaction, and fonts, are among the primary suggestions of the participants The CHAS mobile application is regarded as a helpful and necessary application for accessing healthcare services and it is thought the suggested improvements will make the application easier to use References Bouguettaya A, Rezgui A, Medjahed B, Ouzzani M (2004) Internet computing support for digital government In: Singh MP (ed) Practical handbook of internet computing CRC Press, Boca Raton Cao J, Chc Z (2007) Applications of lCT Services for E-Government In: Xu L, Tjoa A, Chaudhry S (eds) IFIP International Federation for Information Processing, vol 254: Research and practical issues of enterprise information systems II Volume I Springer, Roston, pp 689–694 Namlı Ç (2010) Mobil Uygulama Kullanılabilirli˘ginin De˘gerlendirilmesi Master dissertation ˙ Istanbul University Taner N (2013) Kullanıcılarının akıllı telefonları de˘gerlendirmeleri: Kastamonu s¸ehir ˙sletme ve netim Dergisi 1(2):127–140 merkezinde bir uygulama Uluslararası I¸ INNOVA (2014) http://www.innova.com.tr/en/centralized-hospital-appointment-system.asp Coursaris CK, Kim D (2006) A qualitative review of empirical mobile usability studies In: AMCIS, p 352 Mazman SG, Tüzün H, Akbal S, Yeniad M (2010) Bölüm web sitelerinin kullanlabilirlik testi: otantik kullanclarla ve otantik gửrevlerle bir durum ỗalásmas In: Proceedings of the international conference of education, research and innovation (ICERI 2010), Madrid, 15–17 Nov 2010 Patrick K, Griswold WG, Raab F, Intille SS (2008) Health and the mobile phone Am J Prev Med 35(2):177–181 Tarcan M, Hikmet N, Tarcan GY, Top M, Sapaz B (2013) An investigation on implementation of Central Hospital Appointment System (Chas) in Turkey In: Proceedings for the Northeast Region Decision Sciences Institute, p 1016 10 William B, Po-Yin Y, Marlene R, Rebecca S, Brown W (2013) Assessment of the Health IT Usability Evaluation Model (Health-ITUEM) for evaluating Mobile Health (mHealth) technology J Biomed Inform 46:10801087 11 Gửkay G, Erỗil Y, Tokdemir G, ầagltay N, Aykaỗ YE (2015) Kiásisel Saglk Kayd Sistemleri Kullanlabilirlik Durum ầalásmas Tp Teknolojileri Ulusal Kongresi Vogue 15(18) 12 The Ministry of Health in Turkey CHAS website https://www.mhrs.gov.tr/Vatandas/ Accessed 2014 13 Boulos MNK, Brewer AC, Karimkhani C, Buller DB, Dellavalle RP (2014) Mobile medical and health apps: state of the art, concerns, regulatory control and certification J Public Health Inform 5(3):e229 doi:10.5210/ojphi.v5i3.4814 14 Shackel B (2009) Usability-context, framework, definition, design and evaluation Interact Comput 21(5–6):339–346 www.ebook3000.com 248 B Ta¸skın et al 15 Carayon P, Cartmill R, Blosky MA, Brown R, Hackenberg M, Hoonakker P, Walker JM (2011) ICU nurses’ acceptance of electronic health records J Am Med Inform Assoc 18(6):812–819 doi:10.1136/amiajnl-2010-000018 16 Kaikkonen A, Kallio T, Kekakainen A, Kankainen A, Cankar M (2005) Usability testing of mobile applications: a comparison between laboratory and field testing J Usability Stud 1(1):4–16 17 Davies DJ (2007) Improving the usability of mobile applications through context-awareness Doctoral dissertation, University of Oregon 18 Zhang D, Adipat B (2005) Challenges, methodologies, and issues in the usability testing of mobile applications Int J Hum Comput Interact 18(3):293–308 19 Tamminen S, Oulasvirta A, Toiskallio K, Kankainen A (2004) Understanding mobile contexts J Pers Ubiquitous Comput 8:135–143 20 Beck ET, Christiansen MK, Kjeldskov J, Kolbe N, Stage J (2003) Experimental evaluation of techniques for usability testing of mobile systems in a laboratory setting In: Proceedings of Ozchi, pp 106–115 21 Boudreaux ED, Waring ME, Hayes RB, Sadasivam RS, Mullen S, Pagoto S (2014) Evaluating and selecting mobile health apps: strategies for healthcare providers and healthcare organizations Behav Med Pract Policy Res 4:363 doi:10.1007/s13142-014-0293-9 22 Stoyanov SR, Hides L, Kavanagh DJ, Zelenko O, Tjondronegoro D, Mani M (2015) Mobile app rating scale: a new tool for assessing the quality of health mobile apps JMIR mHealth uHealth 3(1):e27 doi:10.2196/mhealth.3422 Yalỗn Sá (2008) Mobil Acil Servis Yazlm Iỗin 23 Karahoca A, Karahoca D, Pınar I, Tablet PC ˙ Kullanılabilirlik Analizi Ulusal Sistem Mühendisli˘gi Kongresi, Istanbul 24 Vélez O (2011) Design and usability testing of an mHealth application for midwives in rural Ghana Doctoral dissertation, Columbia University 25 Hashim AS, Ahmad WFW, Ahmad R (2011) Usability study of mobile learning course content application as a revision tool In: Visual informatics: sustaining research and innovations Springer, Berlin, pp 23–32 26 Kenteris M, Gavalas D, Economou D (2009) An innovative mobile electronic tourist guide application Personal Ubiquitous Comput 13(2):103–118 ˙ 27 Bükưztürk S¸ (2004) Sosyal bilimler iỗin veri analizi el kitab: Istatistik, Araástrma Deseni, SPSS uygulamaları ve yorum (Press 11) Pegem Publications, Ankara 28 Yıldırım A, Sim¸ ¸ sek H (1999) Sosyal Bilimlerde Nitel Araástrma Yửntemleri (Press 9) Seỗkin Publications, Ankara 29 Sonderegger A, Sauer J (2010) The influence of design aesthetics in usability testing: effects on user performance and perceived usability Appl Ergon 41(3):403–410 30 Venkatesh V, Morris MG (2000) Why don’t men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior MIS Q 24:115–139 31 Chadwick-Dias A, McNulty M, Tullis T (2003) Web usability and age: how design changes can improve performance ACM SIGCAPH Computers and the Physically Handicapped, vol 73–74, pp 30–37 32 Morris MG, Venkatesh V (2000) Age differences in technology adoption decisions: implications for a changing work force Pers Psychol 53(2):375–403 Index A Access to Information (A2I), 112 African countries See Domestic revenue mobilisation, ICT African Development Bank Group, 48 Agency for Romania Digital Agenda (AADR), 120 Aggregative democracy, AGI See Association for Geographic Information (AGI) Agile architecture, e-government services BI solution, 130 BPM, 129–130 BPM principles, 128 BR, 130 business competitiveness, 131 business logic implementation, 130 Cloud Computing, 129 knowledge management system, 132 legislative changes, 127 legislative regulation, 131 quality management, 128–129 SOA principles, 128, 129 Agricultural Visitor Immigration Form (FMVA), 172 Allied Health Professional (AHP) model, 72, 73, 75, 83 Association for Geographic Information (AGI), 39, 42 Australian Agency for International Development (AusAID), 49 Authoritarian e-government, 110 Availability, 91 open geographic data, 31–32 Denmark, 32 Finland, 31–32 Netherlands, 32 United Kingdom, 32 Average Variance Extracted (AVE), 94 B Bangladesh public administration effective and efficient administrative system, 111–113 objectives and methodologies, 106–107 theoretical background e-government trend, administrative changes, 109–111 ICTs, 107–108 Basket funding approach, 57 Blindfolding procedure, 99 Bootstrapping method, 94 Border Worker Visitor Card (TVTF), 172 BPM See Business process management (BPM) Bureaucratic organizations, 109 Business intelligence (BI), 130 Business process management (BPM), 128–130 Business Rule Management (BRM), 130 Business rules (BR), 119, 128, 130 C Centralized Hospital Appointment System (CHAS), mobile application ALO 182 appointment service, 245 appointment screen, 234 healthcare services, 246 © Springer International Publishing AG 2018 S Saeed et al (eds.), User Centric E-Government, Integrated Series in Information Systems 39, DOI 10.1007/978-3-319-59442-2 www.ebook3000.com 249 250 Centralized Hospital Appointment System (CHAS), mobile application (cont.) Human-Computer Interaction, 232 ICTs, 232 location detection technology, 246 main screen, 233 qualitative data analysis, 244–245 quantitative data analysis bivariate chi-square analysis, 241 demographic data analysis, 239 Kruskal-Wallis H test, 242–244 participant evaluation data, 239–240 single sample chi-square analysis, 240–241 task completion rates, 246 usability test definitions, 234 e-government applications, 236 field experiments, 235–236 heuristic evaluation, 237 laboratory experiments, 235 motivation questionnaire, 237 process, 234 visual interface evaluation, 245 web usability test, 246 Check-do-act (CDA) quality plan, 68 Citizen-centred service design, e-government digital government exemplars UK Government, 187 US Government, 187–188 digital interactions, 185 efficiency and process improvement, 185 engagement and digital government, 186 internet-based services, 184 “the ideal manifestation” of, 185 Civil society e-democracy aggregative, direct and deliberative democracy, 7–9 public sphere and virtual public sphere, traditional public sphere, decline of, 10 ICT, Commercial Off-The-Shelf (COTS), 51 Composite Reliability (CR), 94 Congressional Research Service (CRS), 113 Consistency ratio (CR) technique, 78 Continuous-improvement-process (CIP) approach, 68 Core tax system, 52 Correctness, 91 Creative Commons framework, 33 Index D Danish MapMyClimate, 36 Deliberative democracy model, Department for International Development (DFID), 49 Descriptive analysis, 239 Digital government border workers migration, Mexico, 171–174 noncitizens enacted technology, 177–178 environmental conditions, 179 institutional arrangements, 176–177 organizational processes and structures, 174–176 participation, 178 relative homogeneity, 178 transparency and accountability, 178 technology enactment framework, 169–171 Direct democracy model, Discriminant validity, 94, 97 DNet, 112 Domestic revenue mobilisation, ICT economic growth and development, 48, 59 electronic tax systems in adequate legislation, 58–59 administrative capacity, 56 African countries, 51 conflicting interest (donor-government), 57 core tax activities, 51 corruption, 58 COTS/Make-or-Buy decision, 51 custom-built/“build it in-house,” 51 ICT infrastructure, 55–56 inadequate planning, 57–58 methodology, 49–50 state of tax administration, 50–51 Dutch Atlas Living Environment, 34 Dutch spatial data policy, 33 E East Africa Community (EAC), 59 E-democracy, United States civil society aggregative, direct and deliberative democracy, 7–9 public sphere and virtual public sphere, traditional public sphere, decline of, 10 Index 251 e-government Internet, structural aspects, 18–20 ICT, technology-related constraints, virtual public sphere access, 13–14 barriers to access, 17–18 digital divide, multi-dimensionality of, 12–13 e-government, structural barriers to, 16 inclusion, structural barriers to, 15 Internet, 16–17 social inclusiveness, ICT, 14–15 virtual public sphere, institutional constraints Dutch municipalities, 11 e-dialogue, 10 governmental institutions, 11–12 path dependency, 11 structural and institutional deficits, 10 E-documentation, 125 E-efficiency, 67, 71, 73, 74, 76, 77, 81–83 E-filing system, 51, 90 component factors, 91 continuance usage intention, 92 data analysis, 89, 90, 96 measurement model, 94, 97 structural model, 96–99 e-government, 89, 90 limitations, 100 methodology data collection method, 93 measures, 93 sample profile, 94, 95 perceived usefulness, 92–93 research questions, 90 significant mediating effect, 99 theoretical model, 91 E-government access and social inclusion, 86 AHP technique, 68 customer interaction, 70 decision making, 67 development index, 84 e-democracy Internet, structural aspects, 18–20 entropy weight technique, 72 error-free services, 70 e-service priority attributes, 67 global weight factor ranking, 82–83 governing and governance, 85–86 intangible service attributes, 66 internet, local weight factor ranking, 81–82 MCDM, 66 models’ construction and verification, 71 open source e-Learning platform, 70 preventive approach, 68 privacy, security, accuracy and archiving, 85 professionalism, 68 public management outcomes, 71 quality factor analysis AHP model, 72 calculation, 78–80 consistency, pair-wise comparison, 77–78 decision-making process model, 72 identification, e-service, 73–74 pair-wise comparison, 75–76 pair-wise criteria comparison, 76–77 priorities, 73 weight factor evaluation, entropy technique, 75 resource allocation, 69 response quality, 69 Saaty’s Nine Point Scale, 86 service costs, 69 Social media, 72 structural aspects e-forums, 18 Linux online community, 20 political intermediaries, 19 time management process, 70 user perception, 67 web technologies and electronic communication, 65 Electronic Access to Public Services Act (No 11/2007), 142 Electronic System for Migration Processes (SETRAM), 173 Electronic tax systems African countries, 51 challenges and remedies in adequate legislation, 58–59 administrative capacity, 56 conflicting interest (donor-government), 57 corruption, 58 ICT infrastructure, 55–56 inadequate planning, 57–58 core tax activities, 51 COTS/Make-or-Buy decision, 51 custom-built/“build it in-house,” 51 www.ebook3000.com 252 Engage system approaches alternative tools and technologies, 194–195 alternative user research methods, 193–194 challenges, 197–198 connectedness, 196–197 efficiency, 197 existing practices, 195–196 immediacy, 196 transparency, 197 citizen-centred service design, egovernment digital government exemplars, 186–188 digital interactions, 185 efficiency and process improvement, 185 engagement and digital government, 186 ideal manifestation, 185 internet-based services, 184 design, use of methodology, 189 PARTERRE project, 188 service and policy design, 190–192 technical implementation, 189–190 E-reliability, 67, 71, 73, 74, 76, 77, 81–83 E-service priority, 72 E-service quality index (e-SQI), 68 E-submission, 125 E-support, 67, 71, 73, 74, 76, 77, 81–83 E-tax system, 58 F Feedback mechanisms, 176 Finnish government, 31 Finnish Mol.fi website, 36 Finnish Vipu service, 36 FixMyStreet services, 36 Foreign Direct Investment (FDI), 50 Fountain’s framework, 174, 180 FreeBalance Accountability Suite, 53 G Game elements, urban planning apps aesthetics, 220–221 background, 205 dynamics, 219–220 gamified participation tools, 208–209 Index limitations, 225 mechanics, 216–219 motivation, 205–206 public participation, urban planning, 206–207 Täsä citizen participation, 222–223 data collection and assessment, 209–210 lifetime feature, 223 mobile participation application, 210–214 public participation, 224–225 reputation system, 223–224 usage, 214–215 ‘Geo Gedeeld’ framework, 33 GIDEON policy document, 39 Government Digital Service (GDS), 187 Gross Domestic Product (GDP), 50 H Hierarchical decision model, 74 Hierarchical model technique, 68 I Information-communication technology (ICT), 3, 48, 51, 68 Bangladesh currencies, 112 public administration, e-government, 107–108 civil society and politics, e-democracy, e-government, e-government quality improvement, Australia, 68 internal efficiency and service delivery, 90 open source e-learning platform, 70 policy-making process, 138 public participation, 138 social inclusiveness, 14–15 Information Society Services and E-Commerce Act (No 34/2002), 142 Inland Revenue Board of Malaysia (IRBM), 100 INSPIRE Directive, 28–30, 32 Integral System of Migratory Operation (SIOM), 172 Integrated Revenue Administration System (IRAS), 52 “Internet competence,” 14 Index 253 K Kruskal-Wallis H Tests, 239 L Land Information System (LIS), 29 Lead Community Coordinators (LCCs), 190 Likert scale, 145 Linux online community, 20 Local Government Authorities (LGA), 53 Local Government Modernization Act (No 57/2003), 142 M Make-or-Buy decision, 51 Managerial e-government, 110 Mechanics-Dynamics-Aesthetics (MDA) model, 205–206, 216 Mexican Commission for Refugee Aid (COMAR), 172 Migration services border workers migration, Mexico, 171–174 noncitizens enacted technology, 177–178 environmental conditions, 179 institutional arrangements, 176–177 organizational processes and structures, 174–176 participation, 178 relative homogeneity, 178 transparency and accountability, 178 technology enactment framework, 169–171 Millennium Development Goals (MDGs), 50 Mobile application usability See also Centralized Hospital Appointment System (CHAS), mobile application definitions, 234 e-government applications, 236 field experiments, 235–236 heuristic evaluation, 237 laboratory experiments, 235 motivation questionnaire, 237 process, 234 Mozambique Revenue Authority (MRA), 50, 56 Multi Criteria Decision Making (MCDM), 66, 68 N National Authority for Regulation and Monitoring of Public Procurement (ANRMAP), 120 National Council for Solving Complaints (CNSC), 120 National Institute of Migration (INM), 172 National Public Procurement Agency (ANAP), 120 National Revenue Authority (NRA), 55 New Public Management (NPM), 105 Noncitizens enacted technology, 177–178 environmental conditions, 179 institutional arrangements, 176–177 organizational processes and structures, 174–176 participation, 178 relative homogeneity, 178 transparency and accountability, 178 Nonparametric chi-square test, 239 O Open e-government, 110 Open Government Licence (OGL), 34 Open spatial data infrastructures, Europe availability, open geographic data Denmark, 32 Finland, 31–32 Netherlands, 32 United Kingdom, 32 development and implementation, 25 e-services contact services, 36 information services, 34, 36 transaction services, 36–37 European Framework, geographic data sharing INSPIRE Directive, 28 open geographic data, EU Member States, 28–30 PSI Directive, 27 governance, 26 Governments, 25 INSPIRE, 24 non-government actors, contribution of, 26 open governance governance structures, 37–39 strategic planning and management, 39–40 open implementation, 40, 42 www.ebook3000.com 254 Open spatial data infrastructures, Europe (cont.) policy initiatives, 31 re-use without restrictions, 25 single access points and harmonized licenses, 32–34 Open systems model, 109 Organisation for Economic Cooperation and Development (OECD), 48, 67 P PARTERRE Project, 188, 190 PATRIOT Act, 17 Perceived usefulness (PU), 92–93 Public Finance Ministry (MFP), 120 Public services, coproduction bidirectional communication, 141 citizen participation approach, 140 citizen-sourcing, 139 eGovernment Action Plan, 141 Government 1.0 and Government 2.0, 140 interventionist European governments, 141 public spending reductions, 141 social media technologies, 140 Public sphere, See also Virtual public sphere R Rational goal model, 109 Real-time digital technologies approaches alternative tools and technologies, 194–195 alternative user research methods, 193–194 challenges, 197–198 comparative advantages, 196–197 existing practices, 195–196 citizen-centred service design, egovernment digital government exemplars, 186–188 digital interactions, 185 efficiency and process improvement, 185 engagement and digital government, 186 internet-based services, 184 “the ideal manifestation” of, 185 design, use of methodology, 189 PARTERRE project, 188 service and policy design, 190–192 technical implementation, 189–190 Index Reform oriented e-government, 110 REPUTATION system, 214, 215, 217, 221 Response time, 91 Re-use, geodata, 33 Romanian Public Procurement Electronic System (SEAP) agile architecture, e-government services BI solution, 130 BPM, 129–130 BPM principles, 128 BR, 130 business competitiveness, 131 business logic implementation, 130 Cloud Computing, 129 knowledge management system, 132 legislative changes, 127 legislative regulation, 131 quality management, 128–129 SOA principles, 128, 129 collaborative performant system, 119 e-business, 118 e-licitatie application, 122 features, 122 goals, 121 institutional component, 119–120 legal component, 120 legal regulations, 122 legislation dynamics, 120, 121 market size, 123 national strategy, 121 procurement process, 119 published statistics, 118 SICAP Award procedures, 125, 126 CAPTCHA code, 126 eTendering features, 125 generic agile model, 124 intuitive interface, 127 post-game phase, 125 pre-game phase, 124 reporting and statistics service, 127 SCRUM methodology, 123 transition process, 118 Rwanda Revenue Authority, 53 S Security, 91 Self-administered questionnaire, 93 Self-governance model, 109, 110 Self-service welfare, 16 Service-oriented architecture (SOA), 128, 129, 131 Index 255 Service quality attributes, e-government access and social inclusion, 86 AHP technique, 68 customer interaction, 70 decision making, 67 development index, 84 entropy weight technique, 72 error-free services, 70 e-service priority attributes, 67 global weight factor ranking, 82–83 governing and governance, 85–86 intangible service attributes, 66 local weight factor ranking, 81–82 MCDM, 66 models’ construction and verification, 71 open source e-Learning platform, 70 preventive approach, 68 privacy, security, accuracy and archiving, 85 professionalism, 68 public management outcomes, 71 quality factor analysis AHP model, 72 calculation, 78–80 consistency, pair-wise comparison, 77–78 decision-making process model, 72 identification, e-service, 73–74 pair-wise comparison, 75–76 pair-wise criteria comparison, 76–77 priorities, 73 weight factor evaluation, entropy technique, 75 resource allocation, 69 response quality, 69 Saaty’s Nine Point Scale, 86 service costs, 69 social media, 72 time management process, 70 user perception, 67 web technologies and electronic communication, 65 Small and Medium scale Enterprises (SMEs), 55 SOA See Service-oriented architecture (SOA) Social media, 72 South African Revenue Service (SARS), 58 Spatially enabled e-services, 37 Spinnovation, 112 SPSS 21 program, 238 Structural Equation Modelling (SEM), 94 System support, 91 T Tanzania Revenue Authority (TRA), 52, 53, 57 Täsä citizen participation, 222–223 data collection and assessment, 209–210 elements, 212 lifetime feature, 223 mobile participation application, 210–214 public participation, 224–225 reputation system, 223–224 usage, 214–215 Tax and Revenue Management (TRM), 53 Taxpayer Identification Number (TIN), 57 Technological Opportunities Program (TOP), 13 TRA See Tanzania Revenue Authority (TRA) Trust in the system component factors, 91 continuance usage intention, 92 data analysis, 89, 90, 96 measurement model, 94, 97 structural model, 96–99 e-filing system, 90, 91 e-government, 89, 90 limitations, 100 methodology data collection method, 93 measures, 93 sample profile, 94, 95 perceived usefulness, 92–93 research questions, 90 significant mediating effect, 99 theoretical model, 91 U Uganda Revenue Authority, 52, 53, 58 UK e-democracy movement, 11 UK Government Licensing Framework (UKGLF), 33, 34 UK Location Strategy, 40 United Nations Development Program (UNDP), 112 Unit for Coordination and Verification of Public Procurement (UCVAP), 120 User centric e-government end users, 162 social media, 161 usability engineering, 162 web 3.0 applications, 163 web 2.0 technologies www.ebook3000.com 256 User centric e-government (cont.) bidirectional communication, 141 citizen centric e-governance, 148 citizen participation approach, 140 citizen-sourcing, 139 democratic citizenship, 150 eGovernment Action Plan, 141 Government 1.0 and Government 2.0, 140 information quality characteristics, 149 interventionist European governments, 141 public spending reductions, 141 questionnaire design, 143–145 results, analysis of, 145–147 sample selection, 142–143 social media technologies, 140 work practices, 161 V Value Added Tax (VAT), 48 VGI See Voluntary geographic information (VGI) Virtual public sphere civil society, technology-related constraints access, 13–14 barriers to access, 17–18 digital divide, multi-dimensionality of, 12–13 e-government, structural barriers to, 16 Index inclusion, structural barriers to, 15 Internet, 16–17 social inclusiveness, ICT, 14–15 Voluntary geographic information (VGI), 26 W WebGoat, 70 Web 2.0 technologies citizen centric e-governance, 148 coproduction of public services, 139–142 bidirectional communication, 141 citizen participation approach, 140 citizen-sourcing, 139 eGovernment Action Plan, 141 Government 1.0 and Government 2.0, 140 interventionist European governments, 141 public spending reductions, 141 social media technologies, 140 democratic citizenship, 150 information quality characteristics, 149 policymakers’ perceptions, Spanish local governments questionnaire design, 143–145 results, analysis of, 145–147 sample selection, 142–143 Z Zambia Revenue Authority, 52, 53, 55–56 ... progressed to the ‘interactive’ stages of open governments, sometimes, also referred to as Government 2.0 or Connected Government Whereas the benefits of transparent and user- centric Connected Government, ... between government and governance can be transferred to e- government and e- democracy Thus, e- government is the use of ICT to perform the administrative functions of government including delivery... there are several emerging trends that have greater impact on government and therefore deserve special attention The growth of the disability www.ebook3000.com The Challenges in Implementing E- Democracy