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Journal Article•DOI•

E‐government success: some principles from a Spanish case study

Reyes Gonzalez1, José L. Gascó, Juan Llopis•
University of Alicante1
03 Jul 2007-Industrial Management and Data Systems (Emerald Group Publishing Limited)-Vol. 107, Iss: 6, pp 845-861
TL;DR: The evolution and current status of e‐government is analyzed, trying to deduce a series of basic principles for its success, and the principles inferred can be easily extrapolated to the vast majority of PP.AA.
Abstract: Purpose – This paper has as its aim to analyse the evolution and current status of e‐government, trying to deduce a series of basic principles for its success.Design/methodology/approach – A case study has served to achieve that aim, but prior to its presentation, a short review of the e‐government literature along with some facts and figures have made it possible to assess the situation of e‐government in various countries around the world, and more precisely in Spain.Findings – E‐government lays emphasis on technology; however, the internal processes through which public administrations (PP.AA) offer their services to citizens need careful reengineering.Research limitations/implications – Although a case study like this one, in which the analysis of e‐government is restricted to the functioning of a tax administration body, may have limitations when it comes to generalising the conclusions drawn, the principles inferred from it can be easily extrapolated to the vast majority of PP.AA.Originality/value –...

Summary (4 min read)

Jump to: [INTRODUCTION] – [E-Government Definition] – [E-Government Benefits] – [E-Government Evolution] – [E-Government Studies Focused on Tax Administration] – [E-GOVERNMENT: SOME FACTS AND FIGURES] – [E-Government in Spain] – [THE CASE OF SUMA11] – [Technological Applications] – [The Technological Principles and the SUMA Model] – [DISCUSSION] and [CONCLUSION]

INTRODUCTION

  • Finland has introduced a system to pay for parking through a mobile phone in several cities.
  • The PARKIT2 parking system allows users to start, finish or extend the parking time by just making a phone call, without even having to go to their 1 Calling a free phone number, users can have the information from the web site (news, contact information, etc.) read to them4.
  • A short initial review of the literature on e-government is followed by some facts and figures about this trend both across the world and in Spain.
  • After examining the environment, the case study is set out.

E-Government Definition

  • E-government means using ICT (Information and Communication Technologies) to provide citizens with an improved access to information related to Public Administrations (PP.AA.).
  • It must be highlighted that while G2C and G2E imply an interaction between the government and individuals, G2B and G2G focus on the interaction and cooperation between the government and organisations.
  • E-government has proved difficult to define due to several reasons: o Many public bodies experience budget restrictions which prevent them from modernising their systems and technologies.
  • This is why e-government can be considered a second revolution in the way to run the public sector, after NPM.

E-Government Benefits

  • E-government makes it easier for citizens to become involved in and make their contribution to government-related issues (Barnes and Vidgen, 2003).
  • It has promise to improve the delivery of many public services, including on-line transactions and the dissemination of information about the operations carried out by the Administration (Brunschwig, 2006).
  • AA, i.e. the citizen, because the latter is actually the recipient of a large part of the benefits provided by e-government.
  • AA internal efficiency through increased productivity and a reduction in production costs will be halfway through the achievement of its objective, as that internal efficiency does not help to increase the taxpayer’s satisfaction with the public service received (Tan and Pan, 2003).
  • In short, e-government supplies clear benefits to citizens (Guilbert and Balestrini, 2004) and that helps to improve citizens’ perception of the public sector (Tolbert and Mossberger, 2006).

E-Government Evolution

  • The Internet and the new ICT can offer public services with different interaction levels as the degree of maturity of e-government increases (Chen, 2003).
  • No two-way communication between the Administration and those administered by it exists at this first level.
  • An example of this third level would be the possibility to request local services, filling in forms, applying for licences, etc.
  • These analysts (Accenture, 2006) propose an evolution of e-government that can be examined in Table I, which starts from the creation of e-government, goes on to its use, to the search for leadership in the service delivered to the customer, and finally, as the ultimate evolution stage, to the creation of trust in PP.
  • AA bodies would collaborate in order to give the citizen an integral service; and finally, a proactive type of communication and education which provides a guarantee that citizens are well informed about the services delivered by PP.

E-Government Studies Focused on Tax Administration

  • Fu, Fran and Chao (2006), for instance, analyse the conditions required for the acceptance of an electronic tax administration system by the taxpaying citizens.
  • Tan and Pan (2003), who carry out a study about a tax administration agency in Singapore, highlight that a public service must see the taxpayer as a customer, not as someone who owes money to the Administration.
  • This is a strategic problem and a political consideration which must be dealt with as tax agencies improve their ability to obtain, analyse and exchange data.
  • Teo and Wong (2005) point out that, because citizens can do nothing to avoid paying taxes, the objective of an electronic tax system should be to make this formality as easy and effortless as possible.
  • This usability, the lower cost of communication channels , the function of electronic tax processes and the increased participation of taxpayers will create a socio-economic environment, which is predicted to satisfy both the tax administration and the taxpayers (Tahinakis, Mylonakis and Protogeros, 2006).

E-GOVERNMENT: SOME FACTS AND FIGURES

  • Table II shows the 2005 ranking of various countries as far as e-government maturity level is concerned5.
  • It can be seen that Canada and United States are the leading countries in the development of e-government.
  • There is no such classification for 2006 because the working methodology that Accenture employed that year consisted in carrying out in-depth interviews with the PP.
  • It can be checked in Table III that the European average both for the sophistication and for the availability of on-line public services has improved with respect to the preceding years, which shows that an effort to develop e-government is being made by the countries located in this part of the world.
  • TAKE IN TABLE III Spain finds itself above the European average, both in availability and in sophistication of on-line public services.

E-Government in Spain

  • The progress of e-government in Spain has undoubtedly been favoured not only by the greater predisposition shown by potential users but also by the planning and legislative efforts made by Spain’s public sector.
  • The most-often downloaded AGE forms are those related to Taxes (26.2%), Grants and subsidies (6.8%) and Public Employment (4.6%), the AGE services most frequently used through the Internet being Payment of Taxes (21.9%), Request of documents (19.2%) and Filing of applications (5.2%).
  • AA, improving citizens’ quality of life and firms’ efficiency”.
  • The Proposal of Law on Electronic Administration presented in October 20069 additionally seeks to guarantee the citizens’ right to be in touch with the Public Administrations by electronic means, which implies an 1.9-billion-euro worth 7 tttp://www.planavanza.es oderniza.html 9 http://www.map.es/prensa/notas_de_prensa/notas/2006/10/20061027.html investment by the Spanish Government during the first year of application, but also means annual savings of 500 euros per citizen.
  • The electronic national identity card responds to the need to give citizens a personal identity that they can 10 http://www.csi.map.es/csi/eModel/sara.htm.

THE CASE OF SUMA11

  • Suma is a public organisation which supplies services to town councils in the Alicante province (located in South-East Spain, with a population of more than 1,700,000 inhabitants) as a tax administration body.
  • It operates independently from other national or local bodies and its foundation in 1990 came as a result of the evolution of other previously existing “tax administration services” in the province.
  • Suma has pioneered the establishment of an efficient, highquality resource management style in Spain.
  • It has created a model based on the pillars of organisation, human resources and technology, the coordination of which has made it possible to reach excellence levels at service results and quality.
  • Some of the most outstanding ones are described below.

Technological Applications

  • A) Integrated Tax Administration Software Integration has been one of the main features followed by systems developers during many years (Gulledge, 2006).
  • These mobile offices are equipped with the same operational facilities as the ones available in the “fixed” office.
  • One of the most outstanding features of the software is the inclusion of integrated digital cartography visualisation options with alphanumerical information.
  • This software, called Latino Server, has been developed with Suma’s own resources using .NET technology and integrated into the Suma software via ActiveX and Visual C++. d).
  • The Virtual Office The Internet is a great tool that local authorities can use to give citizens and taxpayers information and added value (Fu, Farn and Chao, 2006).

The Technological Principles and the SUMA Model

  • Technology is only efficient when it is used by well-trained staff and forms part of the organisation’s workflow.
  • According to Suma, technology should only be applied if it meets the following basic criteria or principles.
  • It must increase multitask levels among employees as the integration of all the procedures into a single information system and the design of a suitable software allows each employee to offer services to a “single window”.
  • It must make it easier for taxpayers to comply with their tax obligations by increasing the accessibility level and the amount of information available, widening the range of payment modalities, reducing the need for taxpayers to visit the office and shortening waiting times for those taxpayers who need help.
  • The resources owned by an organisation must be properly managed so that the combination of them all can bear fruit.

DISCUSSION

  • The progress toward maturity in e-government is being supported by various international and national institutions.
  • //www.irrv.net/annualconference/awards.asp maturity and is actually above the European average, also known as http.
  • The principles presented (time, efficiency, multitask level, taxpayer comfort and modernity) have demonstrated to be the success factors in a tax administration service, unless this is the conclusion of the SUMA experience, as this organisation have applied them in all the technological projects undertaken the last 15 years.
  • If one of the vectors is imbalanced and is, for instance, too strong or too weak, the resulting model will prove totally ineffective.

CONCLUSION

  • The immersion into the Information Society by the public sector has uncovered the need to modernise both its service production processes (NPM) and the ICT by means of which these services are prepared and offered (e-government).
  • In other words, this is not only about reducing costs but also about delivering the services desired by citizens and using the means or channels preferred by them.
  • The case of Suma consequently illustrates the true challenge facing PP.
  • AA in relation to e-government, that is, to succeed in being seen not as something that holds back and hinders the activities undertaken by individuals and firms, but as proactive administrations with the ability to anticipate the needs of citizens and, therefore, to offer them assistance.

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E-GOVERNMENT SUCCESS: SOME PRINCIPLES FROM A SPANISH CASE
STUDY
AUTHORS’ BIOGRAPHY
Reyes Gonzalez (mr.gonzalez@ua.es) is a Senior Lecturer in
Business Management and Information Systems at the University of
Alicante. Her current research interests are Information Systems
Management, E-Business and Outsourcing Processes. She has
published articles in several journals, e.g. Information &
Management, Information Technology and People, Logistics
Information Management, Total Quality Management, The
International Journal of Educational Management, International
Journal of Information Management, Information Management &
Computer Security and Industrial Management & Data Systems.
Jose Gasco (jl.gasco@ua.es) is a Senior Lecturer in Business
Management and Human Resources at the University of Alicante. His
current research interests include Human Resources and
Information Systems Outsourcing. He has published articles in
several journals, namely, Revue Internationale P.M.E., Direction et
Gestion des Entreprises, Corporate Communications: An
International Journal, The International Journal of Public Sector
Management, Business Process Management Journal, Total Quality
Management, Information Technology and People, Logistics
Information Management, International Journal of Information
Management, Information Management & Computer Security and
Industrial Management & Data Systems.
Juan Llopis (juan.llopis@ua.es) is Dean of the Faculty of Economics
at the University of Alicante. His current research lines include
Organisational Culture, Human Resources, Quality Management, and
Information Systems Management. He has published articles in
journals such as Information and Management, Total Quality
Management, Journal of High Technology Management Research,
Corporate Communications: An International Journal, Information
Technology and People, Logistics Information Management Journal,
International Journal of Value-Based Management, International
Journal of Information Management, Information Management &
Computer Security and Industrial Management & Data Systems.
CORRESPONDING AUTHOR
Reyes Gonzalez. Department of Business Organisation. University of Alicante.
Carretera San Vicente-Alicante. Zip Code: 03080. Alicante. SPAIN. Telephone and
Fax: 34 96 590 36 06. E-mail: mr.gonzalez@ua.es.
1
E-GOVERNMENT SUCCESS: SOME PRINCIPLES FROM A SPANISH CASE
STUDY
1
ARTICLE TYPE: Case Study
ABSTRACT
Purpose This paper has as its aim to analyse the evolution and current status of e-
government, trying to deduce a series of basic principles for its success.
Design/Methodology/Approach A case study has served to achieve that aim, but
prior to its presentation, a short review of the e-government literature along with
some facts and figures have made it possible to assess the situation of e-
government in various countries around the world, and more precisely in Spain.
Findings E-government lays emphasis on technology; however, the internal
processes through which Public Administrations offer their services to citizens
need careful reengineering.
Originality/Value Since tax administration requires using a large amount of data,
it is a key area in the application and study of e-government. That is why a Spanish
public organisation in charge of tax administration has been examined in this
paper.
Research Limitations Although a case study like this one, in which the analysis
of e-government is restricted to the functioning of a tax administration body, may
have limitations when it comes to generalising the conclusions drawn, the
principles inferred from it can be easily extrapolated to the vast majority of Public
Administrations.
Keywords E-government, Case Study, Tax Administration, Spain
INTRODUCTION
Finland has introduced a system to pay for parking through a mobile phone in
several cities. The PARKIT
2
parking system allows users to start, finish or extend
the parking time by just making a phone call, without even having to go to their
1
The authors would like to thank the editor and two anonymous reviewers for their
suggestions.
2
http://e.finland.fi/netcomm/news/showarticle.asp?intNWSAID=7240
2
vehicle, thus saving time, nuisances and money, as the user only pays for the
parking time consumed.
The city of Melbourne (Australia) wants both visitors and residents to feel at home
there. For this purpose, it has installed iHubs
3
, i.e. computerised kiosks which
provide information about events, restaurants, leisure, shopping and transport.
Norway.com, the Norwegian public sector information portal, has recently
developed a service for those who wish to obtain information from the web portal
but do not have an Internet connection. Calling a free phone number, users can
have the information from the web site (news, contact information, etc.) read to
them
4
.
The same as in these examples, there is a growing number of instances in which
the public sector has committed itself to investments in Information and
Communication Technologies (ICT) hoping to improve its internal management as
well as the services it delivers to citizens through an innovative use of
communication channels and facilities (Chen, 2003; Choudrie and
Papazafeiropoulou, 2006; Mitra and Gupta, 2007). This recent trend has come to
be known as ‘e-government’.
The present paper has as its aim to discuss e-government with a focus on tax
administration and providing an illustration with the case of a Spanish local public
organisation. A short initial review of the literature on e-government is followed by
some facts and figures about this trend both across the world and in Spain. After
examining the environment, the case study is set out.
THE CONCEPT OF E-GOVERNMENT AND APPLICATIONS IN TAX
ADMINISTRATION STUDIES
E-Government Definition
E-government means using ICT (Information and Communication Technologies) to
provide citizens with an improved access to information related to Public
Administrations (PP.AA.). In addition to the traditional approach, which sought to
3
http://www.melbourne.vic.gov.au/info.cfm?top=228&pg=715&st=584
4
http://www.norway.no/
3
meet internal operational needs and solve problems associated with efficiency and
costs, “e-government” focuses on the potential of external interactions and
emphasises the importance that citizens assign to customer service, convenience
and user-friendliness (Premkumar, Ho and Chakraborty, 2006).
A number of key action areas can be identified in relation to e-government. These
areas, which are shown in Figure I, refer to the following relationships:
Government to Clients or Customers (G2C); Government to Businesses (G2B);
Government to Government (G2G); and Government to Employees (G2E) (Siau and
Long, 2006).
It must be highlighted that while G2C and G2E imply an interaction between the
government and individuals, G2B and G2G focus on the interaction and
cooperation between the government and organisations. Likewise, G2C and G2B
represent external interaction as well as collaboration between the government
and the institutions around it, whereas G2E and G2G have to do with internal
interaction both between the government and employees and between
governments at various levels and in different places.
TAKE IN FIGURE I
Neither the application of e-government nor the definition of its study field is easy.
E-government has proved difficult to define due to several reasons:
o It is a developing area in practice and, therefore, has only very recently started
to be researched on. In fact, the true boom of these services took place in 2000
(Telefónica, 2005).
o Additionally, the roots of e-government are to be found in the literature on
Public Administration as well as in that dealing with Business Administration
and Information Systems (Holden and Fletcher, 2005). This location on the
borderline between various disciplines contributes to the ambiguity of e-
government.
o On the other hand, although e-government means incorporating the e-business
practices that are so common in the private sector into the public sector
(Gulledge and Sommer, 2003), many differences exist between e-business and
4
e-government. One of them refers to the typical handicap for the public sector
derived from the fact that it does not occupy a leadership position in the
implementation of new technologies or in any other innovation area (Nikoloyuk,
Marche and McNiven, 2005). Other problems specifically linked to e-
government that bring it away from the concept of e-business are the following
(Chen, 2003):
• Organisational and cultural inertia. Many public entities are not precisely
known for their efficiency levels or for their wishes to introduce changes.
Problems such as the bureaucratic organisational structures and the lack of
clear communication channels or a collaboration culture need to be dealt
with prior to the adoption of any successful e-government initiative.
• Governmental and legal regulations. There are usually laws and
regulations, the purpose of which is to specify rights or duties or to carry
out a supervision or control function. Despite their good intentions, these
regulations end up holding back innovation.
• Security and privacy. E-government applications must safeguard citizens’
privacy within an open, not completely safe environment (the Internet)
(Chen and Barnes, 2007; Flavián and Guinalíu, 2006). This applies to e-
business too, but public services have an extra obligation to guarantee
security and privacy.
• Inconsistent, obsolete infrastructures and systems. Many public bodies
experience budget restrictions which prevent them from modernising their
systems and technologies.
• Low staffing and ICT-use levels. Since expenses on these two areas are not
considered a priority, the budget allocated to investment in ICT and staff
training is small.
o Finally, although the idea is to incorporate the Internet and other ICT in order
to improve the performance of PP.AA, there is much more to e-government than
the use of technology. E-government can be seen as the evolution in the
concern for the improvement of public services that has been developing in the
5
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  • ...Communication As a mode of interaction, the Internet is an efficient method of connecting citizens to government departments (Brown, 2007; Gonzalez et al, 2007)....

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  • ...…channel (Hansen, 1995; Meuter et al, 2000), the opportunity to expedite an online service, without the need to deal directly with a government representative, has been identified as a benefit of eGovernment (Gilbert et al, 2004; Gonzalez et al, 2007; Yang & Rho, 2007; Chan et al, 2010)....

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01 Oct 2012-International Journal of Information Management
TL;DR: The research findings suggest that implementing ICT not only involves a step towards an increase in the use of e-government services by people, but also provides numerous opportunities for their civic engagement.
Abstract: Highlights? Spanish municipalities have embarked upon a wave of e-government initiatives that make use of ICT. ? With ICT being introduced in organisations, managers could build on an existing culture of awareness of and sensitivity to information and technologies in order to positively contribute to e-government success and use. ? The more a local government aligns technology applications with meeting citizen needs, the more benefits (including cost reduction or even profit) e-government projects can deliver. ? It is possible that public administrators are under-investing in (or underestimate) approaches and technologies to improve civic engagement. As a mixture of new technologies, processes and services oriented to the citizen, e-government has become one of the most important keywords for the public sector reform with proponents claiming that it guarantees transparency, accountability and better communication between local and national administrations and their public. Few if any studies have investigated the factors that might contribute to the establishment of trusting relationship between city councils and citizens. This paper examines the relative importance and significance of three types of information communication technologies (ICTs) towards the use of e-government and the development of civic engagement. We conduct an empirical investigation of 179 Spanish official town websites (web sites in the municipalities). The research findings suggest that implementing ICT not only involves a step towards an increase in the use of e-government services by people, but also provides numerous opportunities for their civic engagement. The main conclusion of this study is that although ICT can leverage the adoption of e-government, it cannot create alone engagement with traditional activities of the local government. What is missing from this relationship is a mediating variable (adoption of e-government by government officers), which in turn can greatly help to better understand how ICT impacts relationships between governments and their citizens.

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References
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Proceedings Article•DOI•
The effects of e-government on trust and confidence in government

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Caroline J. Tolbert1, Karen Mossberger1•
Kent State University1
18 May 2003
TL;DR: There is a statistically significant relationship between trust and use of a local government Web site, as well as other positive assessments of federal and local governments.
Abstract: Arguments that e-government may improve citizen trust in government have not been sufficiently tested. We are interested in exploring the potential for e-government to influence citizen attitudes about government, across various population groups, including those with limited technology access and skill. This paper surveys literature relevant to e-government and its effect on civic trust, and summarizes our previous research on citizen attitudes on e-government. We propose further research using an Internet-based experiment that will expose a random sample of respondents to government web sites that are chosen to represent best practices for different types of sites. Surveys administered before and after exposure to the sites will measure any significant changes in attitudes about government in general, as well as perceptions of e-government. Oversampling of low-income and minority respondents will allow us to explore any differential impact across demographic groups.

850 citations

"E‐government success: some principl..." refers background in this paper

  • ...And it can additionally help to improve the communication between citizens and the Government, enabling the former to have a more direct involvement in the decisions that must be made by the latter (Tolbert and Mossberger, 2006)....

    [...]

  • ...6 http://europa.eu.int/information_society/eeurope/i2010/index_en.htm European Commission on April 25, 2005 which shows the path to be followed for the development of e-government within the European Union, providing guidelines for programmes, initiatives and decision-making mechanisms between 2006…...

    [...]

  • ...In short, e-government supplies clear benefits to citizens (Guilbert and Balestrini, 2004) and that helps to improve citizens’ perception of the public sector (Tolbert and Mossberger, 2006)....

    [...]

  • ...Curiously enough, although the most developed and wealthiest countries are logically those that have made the most progress in e-government (Chen, Chen, Huang and Ching, 2006; Siau and Long, 2006), one must highlight the effort made by other countries which, despite having fewer resources at their…...

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Journal Article•DOI•
Initial trust and online buyer behaviour

[...]

Yu-Hui Chen1, Stuart J. Barnes2•
University of East Anglia1, Norwich University2
29 Jan 2007-Industrial Management and Data Systems
TL;DR: It is found that perceived usefulness, perceived security, perceived privacy, perceived good reputation, and willingness to customise are the importan...
Abstract: Purpose – Online trust is one of the key obstacles to vendors succeeding on the internet medium; a lack of trust is likely to discourage online consumers from participating in e‐commerce. This research aims to investigate how online consumers develop their initial trust and purchase intentions. The research in conducted in the context of Taiwanese online bookstores.Design/methodology/approach – The research examines consumers' online initial trust by using four major categories of determinants: perceived technology, perceived risk, company competency, and trust propensity. It also investigates the impacts of both online initial trust and familiarity with online purchasing on purchase intention. The research model is statistically tested using the web sites of four online bookstores in Taiwan. The web site selected by each respondent is unfamiliar.Findings – It is found that perceived usefulness, perceived security, perceived privacy, perceived good reputation, and willingness to customise are the importan...

779 citations

"E‐government success: some principl..." refers background or methods in this paper

  • ...At the lowest level, information about the public service is created that is later categorised, indexed and distributed to citizens, through the Internet, for instance....

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  • ...Since expenses on these two areas are not considered a priority, the budget allocated to investment in ICT and staff training is small. o Finally, although the idea is to incorporate the Internet and other ICT in order to improve the performance of PP.AA, there is much more to e-government than the use of technology....

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  • ...Advanced Internet options, payment via electronic banking services and virtual telephone have been developed to achieve these aims....

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  • ...E-government applications must safeguard citizens’ privacy within an open, not completely safe environment (the Internet) (Chen and Barnes, 2007; Flavián and Guinalíu, 2006)....

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  • ...Among all Internet users above sixteen years of age, 49.4% have checked information, 28.4% have downloaded forms, and 14.6% have carried out formalities....

    [...]

Journal Article•DOI•
The Effects of E-Government on Trust and Confidence in Government

[...]

Caroline J. Tolbert1, Karen Mossberger2•
Kent State University1, University of Illinois at Chicago2
01 May 2006-Public Administration Review
TL;DR: In this article, the authors explored the relationship between eGovernment use, attitudes about eGovernment, and trust in government and found a statistically significant relationship between trust and use of a local government Web site and other positive assessments of federal and local governments.
Abstract: Trust in government has been declining for more than three decades now E-government has been proposed as a way to increase citizen trust in government and improve citizen evaluations of government generally Using two-stage models to analyze recent Pew survey data, this research explores the relationship between e-government use, attitudes about e-government, and trust in government There is a statistically significant relationship between trust and use of a local government Web site, as well as other positive assessments of federal and local governments The evidence suggests that e-government can increase process-based trust by improving interactions with citizens and perceptions of responsiveness The findings are theoretically important for reconciling the conflicting research on the effects of e-government and for understanding variations by level of government Citizen attitudes toward government, including trust, are core concerns for democratic governance and public administration

761 citations

Journal Article•DOI•
Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a web site

[...]

Carlos Flavián1, Miguel Guinalíu1•
University of Zaragoza1
01 Jun 2006-Industrial Management and Data Systems
TL;DR: The study reveals that an individual's loyalty to a web site is closely linked to the levels of trust and directly affects the effective purchasing behavior, in terms of preference, cost and frequency of visits, and therefore, the level of profitability provided by each consumer.
Abstract: Purpose – The purpose of this paper is to analyze the effect of privacy and perceived security on the level of trust shown by the consumer in the internet. It also aims to reveal and test the close relationship between the trust in a web site and the degree of loyalty to it.Design/methodology/approach – First, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi‐dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments.Findings – Specifically, the study reveals that an individual's loyalty to a web site is closely linked to the levels of trust. Thus, the development of trust not only affects the intention to buy, as shown by previous researchers, but it also directly affects the effective purchasing behavior, in terms of preference, cost and frequency of visits, and therefore, the level of profitability provided by each consumer. In ad...

714 citations

"E‐government success: some principl..." refers background or methods in this paper

  • ...Research Limitations Although a case study like this one, in which the analysis of e-government is restricted to the functioning of a tax administration body, may have limitations when it comes to generalising the conclusions drawn, the principles inferred from it can be easily extrapolated to the vast majority of Public Administrations....

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  • ...The Proposal of Law on Electronic Administration presented in October 20069 additionally seeks to guarantee the citizens’ right to be in touch with the Public Administrations by electronic means, which implies an 1.9-billion-euro worth 7 tttp://www.planavanza.es 8 http://www.map.es/iniciativas/mejora_de_la_administracion_general_del_estado/m oderniza.html 9 http://www.map.es/prensa/notas_de_prensa/notas/2006/10/20061027.html investment by the Spanish Government during the first year of application, but also means annual savings of 500 euros per citizen....

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  • ...E-government applications must safeguard citizens’ privacy within an open, not completely safe environment (the Internet) (Chen and Barnes, 2007; Flavián and Guinalíu, 2006)....

    [...]

  • ...E-government means using ICT (Information and Communication Technologies) to provide citizens with an improved access to information related to Public Administrations (PP.AA.)....

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  • ...According to a note released by the Press Office of the Spanish Ministry for Public Administrations (MAP in Spanish, 2006b) in October 2006, 47.3% of Spanish Internet users (8.3 million) have contacted PP.AA through the net at least once during the last three months....

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Journal Article•DOI•
Barriers and benefits in the adoption of e‐government

[...]

David Gilbert1, Pierre P. Balestrini1, Darren Littleboy•
University of Surrey1
09 Aug 2004-International Journal of Public Sector Management
TL;DR: In this article, the authors examined the reasons individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services and found that willingness to use the online delivery option will be present if organisations can develop trust relationships with individuals, assure them that their financial details are secure, provide information that is relevant, accurate and up-to-date, and save individuals time and money.
Abstract: This article examines the reasons individuals would choose electronic self‐service delivery methods over more traditional methods of service delivery for government services. The study investigated the factors related to decision making when people consider and evaluate the usage of an online e‐government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via a questionnaire. Trust, financial security, information quality (all adoption barriers), time and money (both adoption benefits) were found to predict potential usage. That is willingness to use the online delivery option will be present if organisations can develop trust relationships with individuals, assure them that their financial details are secure, provide information that is relevant, accurate and up‐to‐date, and save individuals time and money. The results are significant to the public service manager who needs to consider both the barriers to adoption and the benefits of adoption if they are to develop plans to increase the take‐up of their electronic services.

540 citations

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