Realising The Transformation Agenda: Enhancing Citizen Use Of EGovernment

By:
Prof. Paul D. Foley,
Dr. Ximena Alfonso
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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
Stream: Technology in Community
Presentation Type: Virtual Presentation in English
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Prof. Paul D. Foley

Professor, Graduate Business School, De Montfort University
Leicester, UK

Professor Paul Foley is Director of the International Electronic Commerce Research Centre and Professor of eBusiness at De Montfort Graduate Business School, Leicester. Paul has undertaken research and consultancy on eGovernment, ICT and economic regeneration in the UK and overseas for more than 25 years. Research in recent years has focused on the role of the Internet and technology in society. He was invited to become the sole academic advisory board member for the Ministerial group which developed Electronic services for the 21st Century. This report, launched by the Prime Minister in September 2000, laid the foundation for eGovernment policies in the UK. He has acted as adviser to the OECD, the EU, the UK Cabinet Office and many other departments and overseas governments in evaluating and developing eGovernment policies to enhance the transformation of service delivery and to ensure socially excluded groups benefits from the introduction of ICT.

Dr. Ximena Alfonso

Lecturer, Division of Administrative Science, Universidad del Norte
Barranquilla, Atlantico, Colombia

Dr. Alfonso has broad experience in research, consultancy and project management in the public and private sectors. She posses specialist understanding of technology adoption, economic regeneration, innovation and change management. For the past four years she has been a consultant and advisor to the UK government on matters of ICT adoption and use for the promotion of eGovernment and the Transofrmation Agenda.

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