Realising The Transformation Agenda: Enhancing Citizen Use Of EGovernment
In many countries there has been considerable investment in ICT and new service delivery channels. Policymaking emphasis is moving increasingly to how ICT can be used to achieve efficiency savings or to transform activities. A key factor determining the benefits and impact of any eGovernment service is the number of users of the service and/or the frequency of use of a system. The use of electronically provided services is currently disappointing; growth in uptake in many countries is poor. UK and international analysis demonstrates a strong and consistent correlation overtime between eGovernment service uptake and Internet access. This indicates that eGovernment usage is increasing at a similar rate to growth in Internet adoption. The increase in eGovernment services and advertising campaigns do not appear to be enhancing the relative low level of eGovernment service use.Evidence is provided to demonstrate that despite low levels of uptake there is a relatively high level of willingness amongst UK citizens to use electronic services. Satisfaction and loyalty are high and large numbers of users are beginning to see tangible benefits from eGovernment. Recommendations to overcome barriers to uptake and catalysts for eGovernment use are provided.
Keywords: EGovernment, Transformation Agenda, Delivery Channels, Citizen Use, Barriers and Catalysts, EGovernment Services Uptake
Prof. Paul D. Foley
Professor, Graduate Business School, De Montfort University
Dr. Ximena Alfonso
Lecturer, Division of Administrative Science, Universidad del Norte