E-Government for an Inclusive Society

This paper examines the role of eGovernment in supporting an inclusive society by focusing on how government and eGovernment services are used, and who uses them. In this context, the socio-economic and other characteristics of users and non-users of eGovernment services are examined, as is the importance of the different user access channels, including the digital channel, and the consequences this has. The focus is also on user experiences of eGovernment and the role of human intermediaries in delivering services. In each case, the benefits and challenges of eGovernment for an inclusive society are documented and analyzed. Finally, conclusions are drawn concerning appropriate inclusion policy.

Worldwide E-Governance

This following chapter highlights the research findings of a digital governance survey conducted in the fall of 2005. The study replicates a 2003 survey of large municipalities worldwide. This longitudinal assessment, based on the Rutgers-SKKU E-Governance Performance Index, focused on the evaluation of current practices in government, with emphasis on the evaluation of each website in terms of digital governance. Specifically, we analyzed security, usability, content of websites, the type of online services currently being offered, and citizen response and participation through websites established by city governments. Based on the 2005 evaluation of 81 cities, Seoul, New York, Shanghai, Hong Kong, and Sydney represent the highest performing cities in digital governance. There were only slight changes in the top five cities when compared to the 2003 study. Moreover, there continues to be a divide in terms of digital governance throughout the world among the 30 developed nations belonging to the Organization for Economic Cooperation and Development (OECD) and non-OECD member nations. This divide is highlighted by the change in average scores among the municipalities when comparing municipalities from OECD and non-OECD member nations.

Information Technology and Administrative Reform

This article examines the theoretical ideal of information technology as an instrument of administrative reform and examines the extent to which that ideal has been achieved in the United States. It takes a look at the findings from research about the use and impacts of information technology from the time of the mainframe computer through the PC revolution to the current era of the Internet and e-government. It then concludes that information technology has never been an instrument of administrative reform; rather, it has been used to reinforce existing administrative and political arrangements. It assesses why this is the case and draws conclusions about what should be expected with future applications of information technologies—in the time after e-government. It concludes with a discussion of the early evidence about newer applications for automated service delivery, 24/7 e-government, and e-democracy.

Generational Differences in Informational Technology Use and Political Involvement

A structural equation model analysis of data from a 2003 national random sample survey (n = 478) on informational technology (IT) reveals important direct and indirect effects of generational demographic and attitudinal differences on electronic forms of political participation. Younger respondents reported more support for IT and fewer technological disadvantages, compared to older respondents. Younger respondents showed more desire for public IT availability and e-political participation, whereas older respondents preferred traditional electoral involvement. The more educated held more favorable views of IT generally and of public IT access more specifically. Better-educated respondents were more active civically, in both traditional and electronic forms of participation. Supportive technological views led to greater e-political participation and stronger interest in e-elections. Respondents with less concern and fear about IT were more likely to act as digital citizens and were more involved in e-politics and e-elections. Proponents of public IT access were more supportive of e-elections. Our model suggests that e-citizenry will compound existing social divisions as non-electronic voices are marginalized and electronic voices are amplified.

Service, Security, Transparency and Trust

The objectives of this article are twofold: first, to examine the main conceptual dimensions of electronic government (e-government); and secondly, to critically assess both the current responses and future prospects of Canada’s public sector. The first sections of the paper are primarily conceptual as they delve into e-government’s meaning and scope by presenting a set of major thematic challenges driving public sector reform. The paper then provides a critical assessment of recent reforms and new initiatives undertaken by the Government of Canada. Building on this analysis, the article aims to sketch out the major issues and challenges likely to confront Canadian governance. Of particular interest is whether or not a sufficient balance exists in focusing on dimensions of both e-government and e-governance in order to adapt effectively to a more informational, digital and interdependent world.

Citizen's Deliberation on the Internet

Within the frame of the deliberative democratic theory, development of ICT has been proposed as a solution to enhance discussion in large groups and foster political participation among citizens. Critics have however underlined the limits of such technological innovations which do not generate the expected diversity of viewpoints. This article highlights the limits of a Habermassian conception of deliberation which restrains it to a specific type of rational discourse and harnesses citizen’s expression within strict procedural constraints. Our case study, the DUCSAI debate, i.e. the French public debate about the location of the 3rd international Parisian airport, shows that the added value of Internet-based deliberation rests in that it offers, under specific conditions, another arena of public debate. The article shows that hybrid forms of debate can widen participant’s profile, the nature of their argumentation and their means of expression if it provides them with the opportunity to voice their concern the way they choose to do so.

Repeated Use of E-Gov Websites

The potential success of e-government depends on its citizens’ adopting on-line services and the security of those services. However, despite the development and diffusion of a variety of government services on the Internet, little research has been carried out regarding; (1) the impact of perceived confidentiality of a user’s information on his/her intention to use the service, and (2) the relationship between intention towards repeated use and satisfaction derived from service performance of government. (3) The moderating effect of demographic characteristics (gender and race difference) on the relationship between a user’s satisfaction, confidentiality and repeated use intention. This paper develops an integrated framework of intentions towards repeated use with a level of confidential information shared by a user as one factor and e-government satisfaction derived from service performance as another factor. The results suggest that a user’s intention to continue using government websites is related to the user’s satisfaction, perceived performance of the website and the requirement for confidential information. This research also confirms that gender difference does moderate the relationship between users’ satisfaction levels and repeated use intention. Race difference has an effect on the strength of the relationship between the user’s perceived confidentiality and repeated use intention.

E-Government Adoption and Acceptance

Despite increased research interest on e-Government, existing research has not adequately addressed two key issues concerning the implementation and integration of e-government systems: a better understanding of the factors influencing the adoption and acceptance of e-Government systems, and a better understanding of the factors that influence the effective usage of these systems. The objective of the present paper is to lay the groundwork for the development of a theoretical framework of e-government systems implementation. Based on an extensive review of the literature the paper provides a synthesis of existing empirical findings and theoretical perspectives related to e-Government adoption and presents the premises of a conceptual model that reflects the multi-dimensional nature of the acceptance and use of e-Government systems.

The Utilization of Online Policy Forums on Government Web sites and the Practice of Digital Democracy

The Internet provides a new digital opportunity for realizing democracy in public administration, and this study raises a central question: What factors determine public officials’ acceptance of the practice of digital democracy on government Web sites? We focused on online policy forums among many practices of digital democracy. To gauge public officials’ behavioral intentions to use online policy forums on government Web sites, we examined individual and organizational factors, as well as system characteristics. We administered a survey questionnaire to Korean public officials and analyzed a total of 895 responses. Path analysis indicates that three causal variables are important in predicting public officials’ intentions to use online policy forums: perceived usefulness, attitudes toward citizen participation, and information quality. We discuss implications of this study for practices and theories of digital democracy.

Civic Engagement via E-Government Portals

This exploratory study examines civic engagement with e-government via Web sites. It provides an analytical framework that integrates both the supply and demand sides of citizen interaction with e-government. In modeling three dimensions of online civic engagement (government information access, service transactions, and contributing to government policy-making processes), the study framework incorporates a number of variables, including political activism, civic involvement, perceived benefits and difficulties, information channels, and demographic characteristics. Based on a national sample of Internet users, the study highlights the importance of the supply side (availability of e-government) for promoting civic engagement. Furthermore, political activism is found to be positively related to accessing government policy information and contributing to policy-making processes. The study results also confirm the significant impact of perceived benefits in fostering online civic engagement. Future research can benefit from this study by utilizing a more comprehensive model, treating various dimensions of online engagement separately, and conducting an in-depth analysis of the elements of perceived benefits.