A framework for delivering personalized e-government services from a citizen-centric approach

E-government is becoming more attentive towards providing intelligent personalized online services to citizens so that citizens can receive better services with less time and effort. This paper proposes a new conceptual framework for delivering personalized e-government services to citizens from a citizen-centric approach, called Pe-Gov service framework. This framework outlines the main components and their interconnections. Detailed explanations about these components are given and the special features of this framework are highlighted. The Pe-Gov framework has the potential to outperform the existing e-Gov service systems as illustrated by two real life examples. © 2010 ACM

E-Government evaluation factors: Citizen’s perspective

The e-government field is growing to a considerable size, both in its contents and position with respect to other research fields. The government to citizen segment of egovernment is taking the lead in terms of its importance and size. Like the evaluation of all other information systems initiatives, the evaluation of egovernments in both theory and practice has proved to be important but complex. The complexity of evaluation is mostly due to the multiple perspectives involved, the difficulties of quantifying benefits, and the social and technical context of use. The importance of e-government evaluation is due to the enormous investment of governments on delivering e-government services, and to the considerable pace of growing in the e-government field. However, despite the importance of the evaluation of e-government services, literature shows that e-government evaluation is still an immature area in terms of development and management. This work is part of a research effort that aims to develop a holistic evaluation framework for e-government systems. The main aim of this paper is to investigate the citizen’ perspective in evaluating e-government services, and present a set of evaluating factors that influence citizens’ utilization of e-government services. These evaluation factors can serve as part of an e-government evaluation framework. Moreover, the evaluation factors can also be used as means of providing valuable feedback for the planning of future egovernment initiatives

The Role of Integrative Leadership in the Transformation Process of Public Services Delivery: From the Perspective of IS Strategy Triangle Theory

In the era of Government 2.0, the government should transform into a citizen-centric and service-oriented government. In the terms of public services delivery, more innovative IT-based methods are pursued. However, on the perspective of organizational management, leadership plays a major role in using IT to make public services delivery efficient. Therefore, this paper presents a conceptual framework for understanding how integrative leadership influence the transformation of IT-based public services delivery. From the perspective of IS strategy triangle theory, we define integrative leadership as bringing diverse leaderships—strategy leadership, organization leadership and IT leadership—in an organization together with a close-coupled association to accomplish the complex and public issue and archive the united strategic goal. The framework is illustrated with a case of a local government, Pingfang District of Harbin in China, a pilot unit of Smart City providing more convenient and effective public services under the guidance of the District Mayor, the Organization Department Minister and the Informatization Office Director that are responsible for the coordination of strategy formulation, organization restructuration and information construction respectively. The framework is, to our best knowledge, the first of their kind in the new research field of key component elements of intra-organizational integrative leadership and provides significant insights for future exploration

A framework for delivering personalized e-Government tourism services

E-government (e-Gov) has become one of the most important parts of government strategies. Significant efforts have been devoted to e-Gov tourism services in many countries because tourism is one of the major profitable industries. However, the current e-Gov tourism services are limited to simple online presentation of tourism information. Intelligent e-Gov tourism services, such as the personalized e-Gov (Pe-Gov) tourism services, are highly desirable for helping users decide "where to go, and what to do/see" amongst massive number of destinations and enormous attractiveness and activities. This paper proposes a framework of Pe-Gov tourism services using recommender system techniques and semantic ontology. This framework has the potential to enable tourism information seekers to locate the most interesting destinations with the most suitable activities with the least search efforts. Its workflow and some outstanding features are depicted with an example

A CONCEPTUAL LIFE EVENT FRAMEWORK FOR GOVERNMENT-TO-CITIZEN ELECTRONIC SERVICES PROVISION

In recent years, life event approach has been widely used by governments all over the world for designing and providing web services to citizens through their e-government portals. Despite the wide usage of this approach, there is still a challenge of how to use this approach to design e-government portals in order to automatically provide personalised services to citizens. We propose a conceptual framework for e-government service provision based on life event approach and the use of citizen profile to capture the citizen needs, since the process of finding Web services from a government-to-citizen (G2C) system involves understanding the citizens’ needs and demands, selecting the relevant services, and delivering services that matches the requirements. The proposed framework that incorporates the citizen profile is based on three components that complement each other, namely, anticipatory life events, non-anticipatory life events and recurring services

Diffusion of personalized e-government services among Dutch municipalities: An empirical investigation and explanation

This article describes the trend of personalization in electronic service delivery, with a special focus on municipal electronic service delivery in the Netherlands. Personalization of electronic services refers to the one-to-one citizen orientation using authentication, profiling and customization techniques. The percentage of Dutch municipalities offering services through personalized electronic counters has increased from 14% (2006) to 28% (2009). Using binary logistic regression analyses of 2008 survey data, it is concluded that personalization is positively associated with size of municipalities but not with e-government and policy innovation statements, nor with explicit political responsibility with respect to e-government development. Based on these findings, alternative explanations for the adoption and diffusion of personalized e-government services are suggested. Copyrigh

Business Model Canvas to Create and Capture AI-enabled Public Value

The compatibility between the business model and AI-enabled value creation is paramount for the sustainability of organizations. The public sector lags the private sector in the race to AI readiness and adoption. Although the concept of the business model for the public sector has previously been discussed, we found a lack of evidence for the process of adaption of the business model as a value creation and capture tool from commercial motives to public value motives. This paper adapts the conventional business model canvas for the public sector as it pertains to the design and development of AI systems. Employing a design-science research approach, we postulate five design principles that public agencies must follow to design and deploy AI-enabled public services

m-Government: Benefits and its Key Attributes for Personalized Services

Personalization can play an important role for m-government to provide the right service to potential users at this moment. Due to the widespread of m-government services annually by government agencies, citizens feel burdened with the services and they do not know which services are appropriate for them. Hence, personalization can enable the citizens to obtain information from the government easily and quickly based on their needs. This study explores the literature review regarding the benefits of personalization of m-government and identifies the key personalized attributes in m-government. The benefits of m-government services then were proved by conducting the questionnaire survey to respondent at five selected government agencies which are JPJ, JPN, MOE, MPM and KPDNKK. In this study, researchers related to m-government and personalized m-government were collected and the purposes of identifying the attributes were stated. To achieve this, 36 articles obtained for this study from Science Direct (9), IEEE Digital Library (8), Springer Link (8), ACM Digital Library (6) and Emerald Insight (5) databases covering the period from 2006 to 2016 have been analyzed based on the attributes of personalized m-Government. This study also gives an idea to the researchers regarding the appropriate attributes in providing the personalization of m-government services that are effective and easy to use. The research result can provide insights and acts as a guideline for researchers to study important aspects of the personalization of m-government services that can facilitate the development of m-government services

Simple Infrastructure in Measuring Countries e-Government

As alternative to existing e-government measuring models, here I am proposing a new customer centric, service oriented, simple approach for measuring countries e- Governments. If successfully implemented, built infrastructure will provide a single e-government index number for countries. Main schema is as follows. Country CIO or equal position government official, at the beginning of each year will provide to United Nations dedicated web site 4 numbers on behalf of own country: 1) Ratio of available online public services, to total number of public services, 2) Ratio of interagency inter ministry online public services to total number of available online public services, 3) Ratio of total number of citizen and business entities served online annually to total number of citizen and business entities served annually online and physically on those services, 4) Simple index for geographical spread of online served citizen and business entities. 4 numbers then combined into one index number by mathematical Average function. In addition to 4 numbers 5th number can be introduced as service quality indicator of online public services. If in ordering of countries index number is equal, 5th criteria will be used. Notice: this approach is for country2019;s current egovernment achievement assessment, not for e-government readiness assessment