Renouveler la gouvernance à l’ère du numérique

Le présent article dresse un survol de l’évolution de la gouvernance électronique au cours de la dernière décennie, en examinant l’état actuel des stratégies de gouvernement électronique et en posant un regard particulier sur l’évolution du domaine en Europe. Il propose un cadre d’interprétation permettant d’évaluer les valeurs publiques qui servent de fondement à la construction virtuelle des systèmes de gouvernement électronique et établit des fondations tournées vers l’avenir en abordant la question de l’emploi de la gouvernance électronique dans le champ de l’élaboration des politiques, c’est-à-dire la relation entre, d’une part, l’emploi de systèmes de gouvernement électronique afin de favoriser une administration participative basée sur des données probantes et, d’autre part, les processus organisationnels et sociaux qui s’y rattachent. Un aperçu sur les défis politiques que l’avenir pourrait réserver aux gouvernements électroniques et sur les directions que pourrait prendre la recherche dans le domaine clôt l’article. This article presents an overview of the evolution of digital governance in the last decade, with a special emphasis on the current state of e-Government strategies in Europe. To that end, it proposes an interpretative framework for assessing the public values underpinning the abstract construct of ICT-enabled governance. It also creates a basis for future discussion in the emerging field of ICTs for governance and policy modelling, an umbrella term indicating the interplay between collaborative ICTs implemented for the purpose of achieving participative, evidence-based governance and performing the related organizational and social processes. The article concludes by outlining policy challenges and research directions for the future of e-Governance.JRC.J.3-Information Societ

eParticipation in the institutional domain: a review of research: analytical report on eParticipation research from an administration and political perspective in six European countries

This deliverable of DEMO-net Project provides an analysis of existing research about eParticipation in the institutional domain. It includes a review of the empirical research about eParticipation in six European countries (Austria, Denmark, France, Germany, Italy, and Sweden) and in the international research. This report also provides a comparative picture of national and international research, and outlines overall research findings and research gaps

E-government systems success and user acceptance in developing countries: The role of perceived support quality

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Electronic government (e-Government) projects create numerous benefits and opportunities for both governments and citizens worldwide. Accordingly, the increasing interest in e-Government raises the issue of how governments can increase citizen adoption and usage of their on-line services. The successful adoption of Information Communication Technologies (ICTs), the explosive increase in Internet usage and the rapid development of e-commerce in private sectors have placed pressure on public organisations to interact electronically with citizens. Conversely, the success of e-Government does not depend only on the supplier side, but also on the demand side and the willingness to adopt the on-line service. The concept of e-Government was developed and implemented initially in industrialised countries. Consequently, it should not be assumed that this concept is automatically appropriate for developing countries. Thus far, e-Government still faces major challenges as it continues to expand in developing countries. Moreover, when introducing e-Government to developing nations, it is anticipated that more effort will be necessary than in developed countries. The objective of various e-Government initiatives has moved in the past decade towards establishing services offering greater accessibility for citizens. As a result, it is necessary to examine all possible factors to explain citizens' adoption and usage of such systems. Hence, numerous models of e-Government adoption and intention to use and their extensions have been proposed and applied to empirical studies. Obviously, e-Government has occurred due to the technological revolution following the diffusion of the Internet and the success of information systems (IS) in organisations and e-Commerce. However, regardless of their success within the general IS context, the models are limited in terms of considering the diversity of users; they tend to assume that all end-users are homogeneous. The end-users of e-Government systems are more diverse than e-Commerce, with comparisons of wider layers of user groups (for example, elderly and less well-educated people) who are more likely to encounter problems while interacting with e-Government systems. IS literature confirmed that users’ technical capabilities and management support are influenced by their technical knowledge and expertise. Therefore, this research argues that perceived support quality is a new way of looking at citizens’ adoption and usage in the e-Government system’s field and a major factor of e-Government system’s acceptance, particularly in developing countries. This study is the first to examine the roles of perceived support quality and support satisfaction in the context of government-to-citizen (G2C), and it aims to advance knowledge within the field of e-Government by revealing the roles of perceived support quality and satisfaction towards behaviour intention and usage in developing countries. The proposed model builds upon Wixom and Todd’s (2005) theoretical model, which, in turn, was based on the integration of DeLone and McLean model (1992) into the technology acceptance model (TAM). The strength of the integrated model lies in its ability to guide both IT design and predict usage behaviours towards the system under investigation, and assume the overall theoretical model to maintain validity in G2C settings. Thirteen hypotheses were formulated to test the proposed research model. Behaviour intention to use e-Government services was proposed as the dependent variable, while the independent variables were information quality; information satisfaction; system quality; system satisfaction; social influence; performance expectancy; effort expectancy; perceived support quality and support satisfaction. A quantitative approach was deemed best suited to test the proposed model. Using a survey method (i.e. paper-based and an on-line survey), a total of 1252 responses was collected; however, only 628 were analysed. To test the proposed e-Government model, the state of Kuwait was chosen as the application area and the official website of Kuwait Government On-line Services (KGOS) was selected, since it offers a number of services on-line. Elements were citizens who have had prior experience with the KGOS website, and the survey was conducted from 5th August to 10th October 2010. Structural equation modelling (SEM) was selected as the statistical analysis technique with the Analysis of Moment Structures (AMOS) software. A total of 40 percent of the variance among the factors of support satisfaction, system satisfaction, information quality, effort expectancy and performance expectancy was explained by behavioural intention to use an e-Government system. All hypotheses were supported except for one. The findings confirm the significance to the support quality perceived by citizens, and also provide insights into whether user satisfaction literature and TAMs should be integrated to explain citizens’ intention to use e-Government systems. Thus, in terms of the theoretical implications, this study highlights the significance of recognising theoretical relationships when performing empirical research in e-Government settings. Consequently, to capture both the technical aspects and the services provided on-line, a new variable was introduced and renamed ‘perceived support quality’. Additionally, the model offers managers a new perspective for dealing with e-Government adoption by signifying the importance of support quality perceived by citizens. The proposed model provides government decision-makers in developing countries with an appropriate approach to determining which factors require attention in order to reap the highest benefits from e-Governments’ projects. This suggests paying less attention to the social influence (SI) factor and consider instead improving the quality of on-line support citizens demand

Από την ηλεκτρονική διακυβέρνηση και το συμμετοχικό διαδίκτυο στις αυτο-οργανωμένες πρωτοβουλίες κοινωνικής αλληλεγγύης και την ψηφιακή επικοινωνιακή πολιτική τους: Η ελληνική περίπτωση

Η οικονομική κρίση που υπάρχει στην Ελλάδα τα τελευταία χρόνια σε συνδυασμό με την έλλειψη εμπιστοσύνης στο πολιτικό σύστημα, στους αντιπροσώπους του αλλά και στη δημοκρατία γενικότερα, έχει δημιουργήσει στους πολίτες την ανάγκη να αυτο-οργανωθούν ώστε να μπορέσουν να αντιμετωπίσουν τα προβλήματα της καθημερινότητάς τους. Αυτές οι αυτο-οργανώσεις πολιτών που έχουν ως πρώτο στόχο τους την αλληλεγγύη και πιο συγκεκριμένα, η επικοινωνία τους μέσω των συμμετοχικών μέσων είναι το αντικείμενο της συγκεκριμένης διατριβής. Οι πρωτοβουλίες πολιτών αλληλεγγύης που μελετήθηκαν συγκεντρώθηκαν μέσω διαδικτυακής έρευνας, και για να αποτελέσουν αντικείμενο μελέτης, έπρεπε να καλύπτουν ένα κενό του κράτους, να μην πραγματοποιούν διακρίσεις και να έχουν δράσεις, να μη μένουν δηλαδή μόνο στη διαμαρτυρία. Αυτές οι πρωτοβουλίες συγκεντρώθηκαν, μαζί με τις περιγραφές και τα στοιχεία επικοινωνίας τους και αναρτήθηκαν στον ιστοχώρο Οργάνωση 2.0 (http://organosi20.gr) όπου είναι και ελεύθερα προσβάσιμες από όλους. Ο ιστοχώρος του Οργάνωση 2.0 εξακολουθεί να ανανεώνεται καθημερινά. Για να διαπιστωθούν επιμέρους χαρακτηριστικά τους, όπως το χωρικό προφίλ τους, το προφίλ των μελών τους, ο τρόπος που επικοινωνούν κλπ. χρησιμοποιήθηκε διαδικτυακή έρευνα, συμπλήρωση ερωτηματολογίων αλλά και διενέργεια συνεντεύξεων. Μέσα από αυτές τις διαδικασίες βγήκαν πολύτιμα συμπεράσματα και για τον τρόπο που λειτουργούν οι πρωτοβουλίες αυτές αλλά κυρίως και για τον τρόπο που επικοινωνούν. Στην προσπάθεια να ενταχθούν οι πρωτοβουλίες αυτές επικοινωνιακά σε μια κατηγορία και να μελετηθούν ανάλογα, χρειάστηκε να ορισθούν. Μελετώντας τα χαρακτηριστικά τους, διαπιστώθηκε ότι έχουν στοιχεία από αρκετά διαφορετικά κοινωνικά μορφώματα όπως τα κοινωνικά κινήματα, οι ομάδες, ο τρίτος τομέας, οι μη κερδοσκοπικοί οργανισμοί κλπ. Η ονομασία που προτείνεται γι΄αυτές τις πρωτοβουλίες είναι Αυτο-Οργανωμένες πρωτοβουλίες Κοινωνικής Αλληλεγγύης (πρωτοβουλίες ΑΟΚΑ) καθώς δείχνει να συγκεντρώνει τα βασικά χαρακτηριστικά τους: Είναι αυτο-οργανωμένες από τους πολίτες για τους πολίτες και για την κοινωνία και έχουν ως στόχο τους την αλληλεγγύη προς τους άλλους πολίτες. Τα χαρακτηριστικά τους και ο ορισμός τους τους εντάσσουν στη μεγάλη οικογένεια των Μη Κερδοσκοπικών Οργανισμών. Αντλώντας στοιχεία από την βιβλιογραφία που είναι σχετική με την επικοινωνία των Μη Κερδοσκοπικών Οργανισμών και εστιάζοντας σε 5 βασικά μέσα (ιστοσελίδα, ηλεκτρονικό ταχυδρομείο, Facebook, Twitter και Youtube), δημιουργήθηκε ένα επικοινωνιακό πλάνο με στόχο να μπορεί να χρησιμοποιηθεί από όλες τις πρωτοβουλίες, όποιο και αν είναι το επίπεδο γνώσεών τους στα συμμετοχικά μέσα και στο διαδίκτυο και όποιοι και αν είναι οι διαθέσιμοι πόροι τους (οικονομικοί, ανθρώπινοι, διαθέσιμος χρόνος). Το συγκεκριμένο επικοινωνιακό πλάνο επικυρώθηκε με δύο τρόπους. Τέθηκε αρχικά σε ανοιχτή διαβούλευση ώστε οι πρωτοβουλίες να μπορούν να σχολιάσουν, να συμπληρώσουν ό,τι θεωρούν ότι λείπει, να αλλάξουν ό,τι θεωρούν ότι είναι λάθος αλλά και να προτείνουν εναλλακτικές. Ο δεύτερος τρόπος επικύρωσης ήταν η πρακτική εφαρμογή του πλάνου από κάποιες από τις πρωτοβουλίες για συγκεκριμένο χρονικό διάστημα ώστε να δούμε τι επιπτώσεις έχει σε πραγματικές συνθήκες. Οι παρατηρήσεις των πρωτοβουλιών στη διαβούλευση, τα αποτελέσματα της πειραματικής εφαρμογής αλλά και οι γενικές παρατηρήσεις κατά την εξέλιξη της έρευνας δείχνουν κάποια σημεία τα οποία πρέπει να προσέξει κανείς όταν επιχειρεί να δημιουργήσει ένα επικοινωνιακό πλάνο για μία ανάλογη πρωτοβουλία.The economic crisis that occurs in Greece nowadays, combined with the lack of confidence in the political system, in its representatives but also in democracy in general, has created the need for citizens to self-organise in order to be able to face the problems of their daily lives. These citizens’ self-organisations which have solidarity as their primary objective and, more specifically, their communication via social media are the topic of this thesis. The citizens’ solidarity initiatives under study were collected through online research and, in order to be studied had to cover a gap in the state’s policies, not discriminate and have actions, not only protest. These initiatives were collected, along with their descriptions and their contact information and posted on the website Organisation 2.0 (http://organosi20.gr) which is freely accessible to all. The website is still being updated daily. To detect individual characteristics, such as spatial profile, the profile of their members, the way they communicate, etc. we used an online survey, questionnaires and interviews. Through these processes emerged valuable conclusions about how these initiatives work but mainly how they communicate. In order to integrate these initiatives into a communication category and study them accordingly, they had to be defined. Studying their features, they were found to have characteristics of several different social constructs such as social movements, groups, third sector, non-profit organisations, etc. The name proposed for these initiatives is Self-organised Social Solidarity Initiatives (SoSS Initiatives) and it incorporates their basic characteristics: They are self-organised by citizens for citizens and society and meant for solidarity for other citizens. Their characteristics and definition integrate them in the large family of Non-Profit Organisations. Drawing from the literature regarding the communication of non-profit organisations and focusing on five main media (website, email, Facebook, Twitter and Youtube), a communication plan was created to be usable by all initiatives, regardless of their level of knowledge of social media media and the internet and regardless of their available resources (financial, human, available time). This communication plan was validated in two ways. It was originally online for open consultation so that the initiatives could comment, supplement with what they consider to be lacking, change what they consider to be wrong and propose alternatives. The second way of validation was the practical implementation of the plan in some of the initiatives to see what impact it has on the field. The observations of the initiatives in the consultation, the results of the pilot but also the general observations in the course of the research suggest some points that should be taken into account when one attempts to create a communication plan for a similar initiative