The Lifecycle of Transactional Services

2011 ◽  
pp. 1174-1179
Author(s):  
C. Vassilakis
Keyword(s):  
Information And Communication Technologies ◽  
Information Search ◽  
Public Services ◽  
Electronic Government ◽  
Integrated Network ◽  
High Expectations ◽  
The Government ◽  
Transactional Presence ◽  
Online Availability ◽  
The Web

Electronic government can be defined as the use of information and communication technologies in government for at least three purposes: providing public services, improving managerial effectiveness, and promoting democracy (Gil-Garcia, 2004). This definition recognizes transactional services (i.e., services that involve filling-in, submission, and processing of electronic forms) as a vital component of e-government, since public service provision and interaction between citizens and government is mainly modeled through such services (eEurope, 2000). It is worth noting that among the 20 public services included in (eEurope, 2000) as “first steps towards ‘Electronic Government,’” 18 of them (90%) are transactional services, with the remaining two being informational services (information search and retrieval). Similar ratios hold for electronic services worldwide: for instance, the government of Dubai analyzed all services it offers and has concluded that 1,200 of these services are transactional, out of a total of 1,500 services (AmeInfo, 2004) (80%; again, the remaining services are informational). Historically, governments have first implemented informational services (provision of information related to the procedures and regulations related to governmental services), then proceeded with downloadable forms which can be filled-in and submitted manually (one-way interaction), subsequently moved to providing the ability to online submit forms whose data were processed later with human intervention (two-way interaction) and finally reached full electronic case handling (Cap Gemini, 2004). In the past few years, governments are systematically working on realizing e-government policies and frameworks, which include the delivery of transactional services for enterprises and citizens. Citizens and enterprises expect that provision of rich spectrum of transactional services will to result to a number of benefits, as reported in (Top of the Web, 2003) and illustrated in Figure 1. The progress of these works have been quantified and evaluated in reports; notably, the reports (Cap Gemini, 2003; Cap Gemini, 2004) have targeted the e-government development status in the European Union and have produced results showing the developments and trends in the EU countries. Some interesting findings from these reports are shown in Table 1. Note that services available online includes services a portion of which has been made available online, and some other portion is still carried out manually; services fully available online are fully processed in an online fashion and have no manual portion. A similar quantification approach is taken by the UN Global E-government Survey (UN, 2003), which identifies five stages of service delivery, namely, emerging presence, enhanced presence, interactive presence, transactional presence and networked presence, with interactive presence and transactional presence being the counterparts of online availability and full online availability (networked presence refers to a government-to-citizen framework based on an integrated network of public agencies for the provision of information, knowledge, and services). In this report, the average service online availability indicator for the top 15 countries is computed to be 63.8%, whereas the average service full online availability indicator is 20.2%1. The results of the studies presented above clearly indicate that despite the users’ high expectations from transactional services and the governments’ will and support for their development, the progress achieved insofar lags behind the desired levels. First, in the time frame of approximately one decade (governmental services have appeared on the Web in the mid-nineties), even the basic online services are not fully covered; moreover, the growth speed towards the full coverage is dropping (15% for the period 10/2001 to 10/2002 against a mere 7% for the period 10/2002 to 10/2003). Second, for services that do have a point of presence on the Web, full electronic case handling is provided only for the two thirds of them, while the remaining one third includes (at least one) stage that is performed manually. From the users’ point of view, some pessimism can be identified in the issue of better help.

KAJIAN LITERATUR MODEL KONSEPTUAL KEBERHASILAN E-GOVERNMENT

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Bernadus Gunawan Sudarsono ◽  
Sri Poedji Lestari
Keyword(s):  
Information Technology ◽  
Best Practice ◽  
Public Services ◽  
Developed Countries ◽  
Internet Technology ◽  
Electronic Government ◽  
Digital Government ◽  
Management Ethics ◽  
The Government

The use of internet technology in the government environment is known as electronic government or e-government. In simple terms, e-government or digital government is an activity carried out by the government by using information technology support in providing services to the community. In line with the spirit of bureaucratic reform in Indonesia, e-government has a role in improving the quality of public services and helping the process of delivering information more effectively to the public. Over time, the application of e-Government has turned out to have mixed results. In developed countries, the application of e-Government systems in the scope of government has produced various benefits ranging from the efficiency of administrative processes and various innovations in the field of public services. But on the contrary in the case of developing countries including Indonesia, the results are more alarming where many government institutions face obstacles and even fail to achieve significant improvements in the quality of public services despite having adequate information and communication technology. The paradigm of bureaucrats who wrongly considers that the success of e-Government is mainly determined by technology. Even though there are many factors outside of technology that are more dominant as causes of failure such as organizational management, ethics and work culture. This study aims to develop a model of success in the application of e-Government from several best practice models in the field of information technology that have been widely used so far using literature studies as research methods. The results of the study show that the conceptual model of the success of the implementation of e-Government developed consists of 17 determinants of success..Keywords: Model, Factor, Success, System, e-Government

scholarly journals Electronic Government and political participation in the websites of the members of the Legislative Assembly from the state of Bahia

2010 ◽  
Vol 3 (1) ◽  
Author(s):  
José Carlos Sales dos Santos
Keyword(s):  
Political Participation ◽  
Information And Communication Technologies ◽  
Information Science ◽  
The State ◽  
Electronic Government ◽  
Fourth Level ◽  
Information And Communication ◽  
On Line ◽  
The Web ◽  
Legislative Assembly

The information and communication technologies potentiate, from the Internet, a space to the discussion and political deliberation, approaching citizens and governments through interactive resources such as e-mails, forums, on-line ombudsman, chats and others. It is observed this way, the growing effort and investment of the governments and political representatives in organizing, managing, available information of public interest at the web, constituting the electronic government. Thus, the goal of this article intends to investigate the conditions of political participation of the citizens from the interactive tools available in the websites of the members from the state of Bahia. With a descriptive character, this research searched to identify only the sites of the members registered in Legislative Assembly from the state of Bahia (ALBA). In the tabulation of data, it was adapted the fourth level of the form: Level of participation of the citizens: the Evaluation School – proposed by Marques (2007) to a sheet in the software Excel and, to the discussion of them, used the analysis quali-quantitative. The results of this research show the incipient state of the website of the members from the state of Bahia to the opportunities of political participation in the web, lying to the principles which govern the electronic government. This work presents part of the studies which will help the project of research in developed by the present author in the Program of Pos Graduation in Information Science of the Universidade Federal da Bahia (PPGCI/UFBA).

scholarly journals The Challenges of Using Citizen Reporting to Improve Public Services: A Field Experiment on Solid Waste Services in Uganda

2020 ◽  
Author(s):  
Mark T Buntaine ◽  
Patrick Hunnicutt ◽  
Polycarp Komakech
Keyword(s):  
Field Experiment ◽  
Solid Waste ◽  
Information And Communication Technologies ◽  
Large Scale ◽  
Public Services ◽  
Municipal Government ◽  
Search Costs ◽  
Large Scale Field ◽  
The Government

Abstract Governments around the world are investing in technologies that allow citizens to participate in the coproduction of public services by providing monitoring and feedback, but there is little evidence about how these initiatives affect the quality of public services. We implemented a large-scale field experiment that involved organizing 50 citizen reporters in each of 100 neighborhoods across Kampala, Uganda, to provide weekly reports to the municipal government about the delivery of solid waste services via an SMS-messaging platform, resulting in 23,856 reports during the 9-month study period. Citizen reporting did not reduce informal waste accumulation as targeted, which would indicate improvements to formal services. Using our observations as participants in the development and deployment of the reporting platform and interviews with staff at the government agency receiving the citizen reports, we show how the public generated inconsistent information that did not fit existing decision-making processes. We generalize lessons from this field experiment by explaining how coproduction involving information sharing through information and communication technologies is likely to affect public services based on the alignment of citizen-produced data with the information problems managers face; the search costs of detecting public services failures; the quality of citizen-produced data; and the operating costs of citizen-reporting platforms.

Designing a CRM-Based E-Government Usability Services Framework

2011 ◽  
pp. 57-77 ◽  
Author(s):  
C. Chang
Keyword(s):  
Web Sites ◽  
Evaluation System ◽  
Public Services ◽  
Relationship Management ◽  
Electronic Government ◽  
Government Information ◽  
New Paradigm ◽  
Government Web Sites ◽  
The Government ◽  
The Relationship

The “electronic government” movement has swept across most countries in the last decade. This movement represents a new paradigm for public services. As we know, traditional public services may be improved in many ways by the Internet. According to the literature reviewed, we found many studies were only focused on how to technically establish Web sites that allow citizens appropriate access to government information. However, few studies paid attention to the relationship management among the different e-government stakeholders. Therefore, the objective of this chapter is to integrate the relationship management among the three groups of stakeholders: the government itself, its citizens and employees. In this chapter, we will examine the literature regarding to the underlying rationale of a successful e-government. Also, an evaluation system for the usability of government Web sites that support relationship management among citizens, government employees and public services are developed and empirically tested.

E-Participation Behavioral in E-Government in Malaysia

2015 ◽  
pp. 1490-1505 ◽  
Author(s):  
Maslin Masrom ◽  
Edith Lim Ai Ling ◽  
Sabariyah Din
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Electronic Government ◽  
Successful Implementation ◽  
Developed Country ◽  
Web Based ◽  
Government Services ◽  
Information And Communication ◽  
The Government ◽  
Increasing Demand

Electronic government or e-government provides great potential for citizens and governments to reduce information cost and maximize the speed of government-citizen interaction. Nearly all governments around the world use Web-based technologies to provide their citizens with access to government services, and to enhance the chances for e-participation in democratic institutions and processes. In Malaysia, the e-government implementation started in 1997 with the aim to deliver services and information effectively and efficiently, and to achieve a fully developed country in the year 2020. Nowadays, many governments of developing country have utilized Information and Communication Technology (ICT) to deliver their services to citizens, and there is also an increasing demand for successful implementation of e-government services within developing nations. It is therefore essential that citizens must be able to use the Information and Communication Technologies (ICT) in order to assure nation-wide e-participation besides improving channels and contents of public service deliveries on the part of the government. In view of this, the aims of this chapter are to present the current state of e-government in Malaysia, to discuss participation behavioral in the implementation of e-government services, and to highlight approaches that can be considered in enhancing the e-government services through this participation behavioral.

scholarly journals ICT in Rural Areas from the Perspective of Dairy Farming: A Systematic Review

2021 ◽  
Vol 13 (4) ◽  
pp. 99
Author(s):  
Alba Vázquez-López ◽  
Martín Barrasa-Rioja ◽  
Manuel Marey-Perez
Keyword(s):  
Systematic Review ◽  
Public Administration ◽  
Information And Communication Technologies ◽  
Rural Areas ◽  
Dairy Farms ◽  
Electronic Government ◽  
Future Research ◽  
The European Union ◽  
Dairy Farmers ◽  
The Government

This study presents a systematic review of 169 papers concerning the ICT (Information and Communication Technologies) related to rural areas, specifically to dairy farms. The objective was to delve into the relationship between dairy farmers and the administrative authorities via e-government, comparing this area to another eight concerning the farmer’s needs and expectations in relation to the ICT in different fields of their business. We observed that areas such as connectivity and digital inclusion are the most covered areas not only at the study level but also at the government level since countries all over the world are trying to develop politics to put an end to the so-called “digital divide,” which affects rural areas more intensely. This is increasing due to the growing technological innovations. The areas of the market, production, financial development, management and counseling, Smart Farming, and Internet of Things have been approached, associated with the ICT in dairy farms, showing in the latter two an increasing number of papers in the last few years. The area of public administration in relation to dairy farms has also been covered, being remarkable the low number of pieces of research concerning the interaction by the farmers, more specifically by dairy farmers, with the public administration, which is surprising due to the new global need and especially in the European Union (EU) of interacting with it telematically by all legal entities. The results show that there are still barriers to the implementation of the electronic government (e-government) since the websites do not meet the user’s expectations. Therefore, this study lays the ground for future research on this area. As a graphical abstract of the contributions of this paper, we present a graphic summary, where the different contributions by areas and expressed in percentage values are shown.

scholarly journals ICT Usage by Greek Accountants

2012 ◽  
pp. 46-65
Author(s):  
Efstratios C. Emmanouilidis ◽  
Anastasios A. Economides
Keyword(s):  
Information And Communication Technologies ◽  
New Technology ◽  
Communication Technologies ◽  
Software Applications ◽  
Open Questions ◽  
Everyday Work ◽  
Information And Communication ◽  
Ict Infrastructure ◽  
The Government ◽  
The Web

This study investigates Greek accounting offices use of Information and Communication Technologies (ICT). Initially, a comprehensive questionnaire was developed. It contains 35 questions with multiple answers and 2 open questions tailored to the accountants. One hundred accountants’ offices in a Greek county answered the questionnaire. The findings present their current ICT infrastructure and their use of ICT and accounting e-services. Greek accounting offices have made improvements in adopting new technology in their everyday work. All use email, antivirus software, and the Web. Most submit VAT (Value Aided Tax), Taxation Statements, and APS (Analytical Periodic Statement) via Internet. However, most are not cautious about backing up their data daily; they do not create electronic files for all their documents; they do not update their software via Internet; and they do not use advanced software applications. Finally, they expect the government and the Accountants’ Chamber to finance their ICT infrastructure.

scholarly journals E-Governance in Republic of Srpska - Challenges and Prospects

2012 ◽  
Vol 5 (1-2) ◽  
Author(s):  
Dalibor Drljača ◽  
Branko Latinović
Keyword(s):  
Quality Of Life ◽  
Information And Communication Technologies ◽  
Public Services ◽  
The European Union ◽  
Knowledge Based ◽  
Knowledge Based Economy ◽  
New Public ◽  
The Republic ◽  
The Government

In order to ensure quality of life of its citizens, the European Union member states are in the process of modernisation of their public services through utilization of information and communication technologies (ICT). In this process, each state is selecting own way to meet citizens’ demands for provision of more quality, efficient and flexible public services. One of the main interests of actual Government in the Republic of Srpska (RS) is to protect economic interests of its citizens, as well as to transform its services and functions in order to improve overall quality of life in RS. The implementation of e-Government and e-Governance is one of the main strategic commitments. In order to meet these EU trends, the Government of the Republic of Srpska made first steps in introducing new public services to facilitate communication with its citizens. The Government of the Republic of Srpska recognized benefits of these trends and their impacts on the overall development of society and economy improvement of quality of life of its citizens. With the introduction of these modern services, the citizens in RS should skip lines and shorten the waiting time for response from Governmental bodies related to their requests that will give them more time for other activities.This paper gives brief analysis of challenges and prospects for implementation of e-Government and e-Governance initiatives, as one of the pillars for successful development of the Republic of Srpska as knowledge based economy and information society with benefits that improve citizens’ life. The paper also gives brief review of main strategic document, which gives governmental vision for implementation, as well as introduction of eSrpska- public administration portal.

E-Governance Survey on Municipalities Web Sites

2010 ◽  
pp. 142-160
Author(s):  
Rocío Andrea Rodríguez ◽  
Daniel Alberto Giulianelli ◽  
Pablo Martín Vera ◽  
Artemisa Trigueros ◽  
Isabel Beatriz Marko
Keyword(s):  
Information And Communication Technologies ◽  
Web Sites ◽  
Communication Technologies ◽  
Traditional Role ◽  
Information Transparency ◽  
Government Web Sites ◽  
Information And Communication ◽  
Ict Tools ◽  
The Government ◽  
The Web

E-Governance aims to provide high quality of government for citizens. It covers services, information delivery and interactive community / government communication. This goal can be achieved by adopting the ICT (Information and Communication Technologies) tools in the government web site´s design and contents. This communication channel allows a redefinition of the traditional role played by each one of the actors of the relation. The government as provider of: services, information, transparency and interactive communication. The citizens acting as active subjects with their government, using services, receiving information, controlling the government´s decisions and returning feedback to them. This feedback includes opinions, complaints and suggestions delivered by the web sites’ interactive tools. This research surveyed if the implementation of ICT tools regarding national and international norms and regulations for web sites development and content, increases the fulfillment of the key concepts of e-governance: e-democracy, e-services, e-transparency and active and passive communication. 30 local government web sites of Argentine were analyzed by checking if they implemented the ICT tools expressed by the seven basic concepts of design and contents: Navigability, Veracity, Friendliness, Functionality, Accessibility, Usability and Information through 152 weighed aspects that fulfill these seven concepts. The analysis of the score obtained by the web sites showed their e-governance development level and what aspects they have to implement to improve e-governance quality.

scholarly journals A framework design to develop integrated data system for smart e-government based on big data technology

2017 ◽  
Vol 1 (2) ◽  
pp. 41-51
Author(s):  
Fahmi Dzikrullah ◽  
Muhammad Angga Rinjani
Keyword(s):  
Big Data ◽  
Public Services ◽  
Rapid Development ◽  
Data System ◽  
Electronic Government ◽  
Government Agencies ◽  
Framework Design ◽  
Open Government Data ◽  
The Government ◽  
Big Data Technology

The rapid development of information communication and technology (ICT) in the field of governance or public service has shifted from the age of information to the age of data. The public sector is becoming increasingly aware of the potential value of data, where governments generate and collect large quantities of data (volume), rapid growth data (velocity) and various type of data (variety) through their services. Meanwhile, the government agencies keep constructing the various database, information system or application with different data sources and platform. Therefore, the interoperability has become the important requirements in electronic Government (e-Government) infrastructure that progresses towards higher levels of integration among government levels and branches. In this paper, we proposed a framework design for the development of Integrated Data System for e-Government that we call Smart e-Government, which integrates traditional information systems that is combined with an intelligent system based on big data technology. With this system, the government agencies could provide services environment with greater ease and deliver public value through open government data initiatives in a Smart e-Government context. Moreover, this would also be very useful for the government executives to monitor public services which are increasingly prestige, institutional transparency, as well as accountability. Such integration is to improve the quality of public services through information technology.

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