The Prospects of Mobile Government in Jordan

This chapter aims to assess the viability of mobile governmental services in Jordan as a precursor to embracing mobile government as a complementing medium of communication. Re?ecting on Jordan’s experience with electronic governmental services, it is evident to say that the ?rst wave of electronic governmental services was delivered through the Web as the sole communication channel. Despite the success of a number of governmental entities to utilise such a communication channel, the penetration of the Internet in the Jordanian society is very low which dampens such limited cases of success. Currently, the e-government initiative is considering mobile phones for the future waves of its electronic service delivery on a multi-channel platform. This chapter articulates the concerns and issues surrounding the viability of mobile government in terms of availability of bandwidth and reach. The chapter will provide a number of statistics and other qualitative reviews concerning previous experiences in the Jordanian electronic government initiative.

Confidence in E-Government

Since the 1990s, governments have been exploring, and in many cases implementing, e-government in an effort to expand their budgeted services and efficiency. However, the desire to address these needs has often been offset with a basic lack of experience in the field of e-government, forcing governments to act relatively slowly and cautiously to migrate some of the services traditionally offered by paper-based government to e-government. In this new phase of government creation, new rules are being applied, major investments are being made, and the government agencies involved are reorganizing — not without difficulty. This chapter examines the cases of France, Belgium, Canada, the United States and Ireland and how each of these countries is extremely attentive to an important aspect of the successful acceptance of e-government — the protection of personal data — through new regulations, policies and creative, legal innovations.

Call Centre Evolution in the Digital Government

Public administration is undergoing a radical transformation. Citizens, rather than administrative documents, will be the primary and active subjects of the process of service supply. A new attitude toward administrative service is emerging. Citizens interact with public administration through new channels such as unified administrative counters, multifunction administrative counters, citizen liaisons offices, and Internet. Furthermore, having in mind the goals of shortening the distance between citizens to public administration and improving efficiency and efficacy of public bodies, the use of call and contact centres is quickly spreading out. It is worth to recall the recent case of Allô Service Public, the unified call centre of the French public administration, which on its first day of activation has been contacted by more than 100,000 people, more than any optimistic expectation. For a public administration, a call centre represents a simple way for interacting with citizens. Call centres provide many advantages such as improved efficiency, increased hours of operation, and reduced costs. The main advantage for citizens is that call centres can provide the information they need, as fast as possible and reducing waiting time. Call centres and contact centres are based on an innovative use of the phone channel, on one side, and on multi-channel strategies of access to service and information, on the other side. The combination of these two aspects allows public administration to develop and activate new modes of managing interaction with citizens. A phone-based information service is often the first channel chosen by citizens that want to get in touch with a public body. Call centres, on the other hands, have a relevant role for implementing the link between front-office and back-office services.

E-Government-Induced Business Process Change (BPC)

E-government (e-gov) projects have an increasing influence on how government business processes evolve and change. While early e-gov projects focused on government-to-public information and interaction, the second and third wave of e-gov projects also emphasize internal effectiveness and efficiency, along with intra- and interdepartmental as well as intra- and interbranch integration. With these increases in scope and scale of e-gov projects, existing business processes, including core processes, become candidates for improvement and change. While the private-sector-oriented literature on business process change abounds with descriptive and prescriptive accounts, no equivalent has been found in the public-sector-related literature. Although many insights drawn from the private sector may apply, the public sector seems to develop distinct practices. This paper contributes to the understanding of current practices in e-gov-induced business process change, comparing those practices to prescriptions derived from private-sector experience. Among other factors, the more inclusive approach observed in e-gov business process change may explain the higher success rate of public-sector projects compared to those reported from the private sector.

E-Government Development Trends

Information technology is changing the role of government, its functions, and its power. The long process of transformation of public sector organizations and the applications of computer technologies have started the talk about electronic government. In the last ten years, the debate concerning e-government has been the subject of various studies, promoting analyses, research approaches, and empirical surveys. Even so, there is still much confusion about the meaning of this term and the word e-government is often used in reference to e-voting, e-democracy, or e-administration. Therefore here we intend to provide the reader with some guidelines, trying to explain a concept that, although little more than ten years old, finds its roots in the ancient idea of the information society. We can start by saying that e-government represents just a single fragment of the broad discourse about the impact of information technologies on society. It is not an administrative experiment but a permanent part of the governmental process. According to Jane Fountain’s (2004) idea, we can define e-government as “the production and delivery of information and services inside government and between government and the public using a range of information and communication technologies” (para. 2). In this prospective, the Internet can be considered as a variable, which has been grafted onto the wider ground of factors leading to the transformation of government roles. Moving from this point, e-government will be analyzed as an intersection of two main trends. The first of these is the overall transformation of public sector organization. In this respect, the Internet variable has to be considered in the entire process of the government reinvention that made scholars talk about a major new revolution after the industrial one. The second trend is the information society development, a process that started since the 50s catching very soon the interest of governments.

E-Government as a New Frontier for Legal Theory

E-government has the potential to change fundamentally the organization of governments, and the governance practices used in relations with citizens and other governments. Legal theory is clearly affected by these changes. Yet there is no rush to publish on e-government in leading legal theory journals, and there is no visible surge in student demand for courses in e-government. Just as only some areas of governments in developed states have taken advantage of new information communication technologies, so only some areas of legal theory have engaged e-government. Issues in Internet governance and personal privacy dominate legal theory’s engagement with e-government, while e-engagement of citizens plays an increasingly important yet still limited role in governments’ interaction with citizens. Yet there are signs that this gentle pace may soon change, as leading jurisdictions approach completion of the first wave of service transformation at the same time as concerns regarding a digital divide recede under the growth of access to new information communication technologies. New opportunities for e-government may soon make e-government’s progress revolutionary rather than evolutionary, and legal theory will be forced to keep pace.

Business Model Innovation in the Digital Economy

A viable business model in the digital economy must follow the fundamental economic principles and be able to capitalize on the disruptive characteristics of the Internet commerce. This chapter presents an analytical method to assist business executive and entrepreneurs in evaluating and building a viable business model in the digital economy. This method is based on the concept of disruptive innovation, economies of scale and scope, and the theories of switching costs and transaction cost economics. It takes into account various cost models from both demand- and supply-side perspectives. The chapter contrasts the business transformation process and value creation strategies in the physical and digital economies, and discusses several e-commerce revenue models and pricing issues in the digital economy.

The Impact of the Internet on Political Activism

The core issue for this study concerns less the social than the political consequences of the rise of knowledge societies; in particular, the capacity of the Internet for strengthening democratic participation and civic engagement linking citizens and government. To consider these issues, Part I summarizes debates about the impact of the Internet on the public sphere. The main influence of this development, as it is theorized in a market model, will be determined by the “supply” and “demand” for electronic information and communications about government and politics. Demand, in turn, is assumed to be heavily dependent upon the social characteristics of Internet users and their prior political orientations. Given this understanding, the study predicts that the primary impact of knowledge societies in democratic societies will be upon facilitating cause-oriented and civic forms of political activism, thereby strengthening social movements and interest groups, more than upon conventional channels of political participation exemplified by voting, parties, and election campaigning. Part II summarizes the sources of survey data and the key measures of political activism used in this study, drawing upon the 19-nation European Social Survey, 2002. Part III examines the evidence for the relationship between use of the Internet and indicators of civic engagement. The conclusion in Part IV summarizes the results and considers the broader implications for governance and democracy.

A Not Quite Bountiful Thanksgiving at BizE

The case examines the strategic positioning of BizE (disguised) an eCommerce start-up that serves small online businesses via an Internet portal. During an economic downturn BizE encounters difficulties with its new private-label strategy. With cash running dangerously low, executives reassess the new strategy and consider what they can do to ensure the company’s survival.

Deployment of E-Government Municipal Services

This paper presents the research results on reliable enforcement of security policies for electronic services deployment in small and medium sized governmental organizations (SMGOs). Motivation for this research has been the fact that SMGOs interact frequently with citizens and/or businesses, to offer paper-based and electronic services which utilize a limited number of resources, such as employees and funds. SMGOs interact also with each other, in local or cross-border transactions, exchanging information on behalf of citizens, businesses or the organization itself. There is an obvious need for a secure, interoperable and cost-effective eGovernment platform that addresses the requirements of SMGOs, improves the quality of the citizens’ involvement and strengthens the fundamental structure of these organizations.