The Interplay between E-Government Service Adoption Preferences and E-Government Service Delivery in Germany

2016 ◽  
Author(s):  
Lea Thiel
Keyword(s):  
Service Delivery ◽  
Government Service ◽  
Service Adoption

Service Delivery and Accountability of Urban Officials: Evidence from Urban-based Local Government in Bangladesh

2021 ◽  
pp. 097152312110163
Author(s):  
A. H. M. Kamrul Ahsan ◽  
Peter Walters ◽  
Md. Adil Khan
Keyword(s):  
Qualitative Study ◽  
Service Delivery ◽  
Service Providers ◽  
City Government ◽  
Quality Monitoring ◽  
Government Service ◽  
The Poor ◽  
Similar Class ◽  
Rajshahi City

This study compares the state of city government service delivery for communities living in different areas with different level of affluence in Rajshahi City in Bangladesh. Based on the results of a qualitative study, we found a significant service disparity between the affluent and the poor communities. This disparity is due to the inability of the poor to hold service providers accountable, attributable to a lack of knowledge about services and a lack of social status. Lack of quality monitoring and a marked bias in the quality of interactions between the poor and the affluent contribute to the service disparity This disparity is largely invisible to the poor who, instead of comparing themselves with the affluent citizens, compare themselves with a similar class of people.

E-Governance for Socio Economic Welfare

2015 ◽  
pp. 444-474
Author(s):  
Umesh Kumar Arya
Keyword(s):  
Rural Development ◽  
Service Delivery ◽  
Economic Activity ◽  
Economic Aspect ◽  
Economic Welfare ◽  
Time Cost ◽  
Work Efficiency ◽  
Government Service ◽  
Administrative Services ◽  
Entrepreneurial Attitude

In this chapter, the author has discussed India's first rainbow e-governance project encompassing the “ICTs, e-governance, rural development and access to the basic administrative services” aspects in India's hinterland and one of the most backward regions. The paper argues for the “socio economic welfare” stance of the ICTs and the resultants benefits thereof. The present study investigates the socio-economic aspect of community e-governance project named Gyandoot in remote villages of Madhya Pradesh. Out of 18 services offered by Gyandoot, people fully utilized only 3 services (land records, exam results and addressing public grievances) which lead to the considerable fulfillment of target audience's needs (felt needs and expected needs) and improvement in their work efficiency by high scores on convenience, satisfaction, time, cost, reliability and overall benefits factors and a reduction in the time and money for government service delivery. However, Gyandoot could not fare impressively well on spurt in employment and economic activity fronts thus leading to only moderate gains. Only 17% of the Gyandoot's potential could be utilized and 39% was used moderately. Rest 44% could not be utilized at all due to less demand of services. ‘Optimism in IT hardware' and ‘development of entrepreneurial attitude' were the most noticeable aspects of economic activity generated. The study also posits a few very important questions on the sustainability, interoperability and hierarchical issues relating to the project.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 3133-3141
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery

2011 ◽  
pp. 2425-2451
Author(s):  
Maria Chiara Pettenati ◽  
Elena Mugellini ◽  
Omar Abou Khaled
Keyword(s):  
Service Delivery ◽  
Functional Model ◽  
Shared Services ◽  
Future Trends ◽  
Government Service ◽  
Services Delivery ◽  
Egovernment Service ◽  
The Impact ◽  
Government Level ◽  
Open Issues

Seamless services provide citizens with what they need to know in a particular topic without having to know which government level or agencies they must contact to get it. Seamless services meet efficiency targets, reduce costs and respond to citizen demands for improved services; they help governments to be more citizen-centered, outcome-oriented, efficient and accountable. This chapter outlines main requirements for the delivery of seamless services and presents a general functional model (e-government service marketplace) for the delivery of shared services to citizens at transaction level (i.e. supporting a complete online handling of a service). The main functionalities of the egovernment service marketplace are analyzed in details. Advantages, disadvantages and the impact of this concept on the three fundamental axes: social, economic and technical are discussed as well. The chapter ends with some insights on future trends and open issues about seamless services delivery and enabling systems.

A two-stage structural equation modeling-neural network approach for understanding and predicting the determinants of m-government service adoption

2019 ◽  
Vol 21 (4) ◽  
pp. 419-438 ◽  
Author(s):  
Shamim Talukder ◽  
Raymond Chiong ◽  
Sandeep Dhakal ◽  
Golam Sorwar ◽  
Yukun Bao
Keyword(s):  
Neural Network ◽  
Structural Equation ◽  
Equation Modeling ◽  
Intention To Use ◽  
Government Service ◽  
Content Type ◽  
Service Adoption ◽  
Government Services ◽  
Performance Expectancy ◽  
And Performance

Purpose Despite the widespread use of mobile government (m-government) services in developed countries, the adoption and acceptance of m-government services among citizens in developing countries is relatively low. The purpose of this study is to explore the most critical determinants of acceptance and use of m-government services in a developing country context. Design/methodology/approach The unified theory of acceptance and use of technology (UTAUT) extended with perceived mobility and mobile communication services (MCS) was used as the theoretical framework. Data was collected from 216 m-government users across Bangladesh and analyzed in two stages. First, structural equation modeling (SEM) was used to identify significant determinants affecting users' acceptance of m-government services. In the second stage, a neural network model was used to validate SEM results and determine the relative importance of the determinants of acceptance of m-government services. Findings The results show that facilitating conditions and performance expectancy are the two important precedents of behavioral intention to use m-government services, and performance expectancy mediates the relationship between MCS, mobility and the intention to use m-government services. Research limitations/implications Academically, this study extended and validated the underlying concept of UTAUT to capture the adoption behavior of individuals in a different cultural context. In particular, MCS might be the most critical antecedent towards mobile application studies. From a practical perspective, this study may provide valuable guidelines to government policymakers and system developers towards the development and effective implementation of m-government systems. Originality/value This study has contributed to the existing, but limited, literature on m-government service adoption in the context of a developing country. The predictive modeling approach is an innovative approach in the field of technology adoption.

scholarly journals Constraints in animal health service delivery and sustainable improvement alternatives in North Gondar, Ethiopia

2014 ◽  
Vol 81 (1) ◽  
Author(s):  
Hassen Kebede ◽  
Achenef Melaku ◽  
Elias Kebede
Keyword(s):  
Health Service ◽  
Service Delivery ◽  
Animal Health ◽  
Clinical Signs ◽  
Health Service Delivery ◽  
Government Service ◽  
Private Practitioners ◽  
Private Service ◽  
Sustainable Improvement ◽  
The Government

Poor livestock health services remain one of the main constraints to livestock production in many developing countries, including Ethiopia. A study was carried out in 11 districts of North Gondar, from December 2011 to September 2012, with the objective of identifying the existing status and constraints of animal health service delivery, and thus recommending possible alternatives for its sustainable improvement. Data were collected by using pre-tested questionnaires and focus group discussion. Findings revealed that 46.34% of the responding farmers had taken their animals to government veterinary clinics after initially trying treatments with local medication. More than 90.00% of the clinical cases were diagnosed solely on clinical signs or even history alone. The antibacterial drugs found in veterinary clinics were procaine penicillin (with or without streptomycin), oxytetracycline and sulphonamides, whilst albendazole, tetramisole and ivermectin were the only anthelmintics. A thermometer was the only clinical aid available in all clinics, whilst only nine (45.00%) clinics had a refrigerator. In the private sector, almost 95.00% were retail veterinary pharmacies and only 41.20% fulfilled the requirement criteria set. Professionals working in the government indicated the following problems: lack of incentives (70.00%), poor management and lack of awareness (60.00%) and inadequate budget (40.00%). For farmers, the most frequent problems were failure of private practitioners to adhere to ethical procedures (74.00%) and lack of knowledge of animal diseases and physical distance from the service centre (50.00%). Of all responding farmers, 58.54% preferred the government service, 21.14% liked both services equally and 20.33% preferred the private service. Farmers’ indiscriminate use of drugs from the black market (23.00%) was also mentioned as a problem by private practitioners. Sustainable improvement of animal health service delivery needs increased awareness for all stakeholders and a well-regulated private service in order to mitigate the constraints apparent in the government service.

An open platform centric approach for scalable government service delivery to the poor: The Aadhaar case

2019 ◽  
Vol 36 (3) ◽  
pp. 437-448 ◽  
Author(s):  
Sandip Mukhopadhyay ◽  
Harry Bouwman ◽  
Mahadeo Prasad Jaiswal
Keyword(s):  
Service Delivery ◽  
Government Service ◽  
Open Platform ◽  
The Poor
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