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 ... 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