Adoption of Municipal e-Government Services – A Communication Problem?

Although, e-government offers citizens various advantages, the usage rates still lag behind their potentials. Many studies have analysed factors influencing the e-government adoption, however, neglecting the aspect of communication as one crucial antecedent for intention to use. This study tries to close this gap by investigating the role of communication in the acceptance of e-government. We conducted a survey with 103 citizens in a medium-sized municipality. Results reveal that both user and non-users of e-government services would like governments to provide more information especially on the existence of services, the benefits as well as privacy and data security. We found strong support for users having used e-government services once to be very likely to use them again. We encourage governments to adjust their communication strategy to citizens’ needs and provide further information on e-government especially via the governments’ website

Adoption Patterns for the Digital Post System by Danish Municipalities and Citizens

The valu of e-government, services to citizens by public institutions through the internet, is dependent on the mutual adoption of e-government by both the public institution and the citizens. This paper describes a longitudinal study of e-government adoption by municipalities and citizens in Denmark. We studied the e-government initiative Digital Post ¬¬ “ encrypted digital communication between municipalities and citizens. Over the three-year adoption period, we found four adoption patterns among municipalities, characterized by a slow, late, gradual or early increase in the use of Digital Post. The adoption patterns among citizens were less distinct. We calculated the realized savings to only 20% of the anticipated savings, leading to a deficit of nearly €5 million in 2013. Municipal funding was reduced according to the anticipated savings. In addition, the variation in adoption by municipal staff explained much more of the variation in the deficit than the variation in adoption by citizens did. We wish to draw attention to the overly optimistic expectations of savings from e-government and to a need for further research into the governmental processes of e-government

Municipal Pathways towards Digital Government: Ontario’s Municipal Modernization Program and the Determinants of Technology Adoption

Ontario’s municipalities exist at various stages of e-government adoption. Municipalities are faced with the challenge of adopting new technologies to meet expanding services demands. Both municipalities and the Provincial government face the challenge of developing policies to support information and communication technologies (ICT) adoption. Understanding the unique determinants of technology adoption can assist with this policy making. The study answers how organizational factors affect ICT adoption in small and rural municipalities; and how Ontario’s municipal modernization funding interacts with these determinants. The study examines the determinants of ICT adoption for ICT policies, online services, and electronic records management systems. Focusing on both organizational factors and grant engagement, a total population study was conducted on the CAO, Clerk, and Treasurer’s for the municipalities which received 2019 Provincial modernization grant funding. Findings suggest centralization is negatively associated with each ICT adoption investigated. Centralization, work routineness, and personal constraints negatively impact risk tolerance, with risk tolerance being positively associated with the adoption of online services. Finally, the study suggest grant engagement is positively related to ICT policy and online adoption. In summary, this study’s primary contributions are to explore American research findings within Ontario’s context, and to suggest Ontario’s municipal modernization funding successfully aligned with the municipal determinants of ICT adoption

The e-Municipality in South Africa as a Panacea for Adopting and Implementing Sustainable Online Services: A Case of the City of Tshwane: E-Municipality

Since municipalist praxis has proliferated, so too have the use of e-Municipality with multiple political motives and municipalist monikers springing up across public administration. All this typological creativity in digital governance suggests a new and pre-paradigmatic way of empirical inquiry aimed at improving service delivery and enhancing good governance through means of Information and Communication Technology (ICT). However, there seem to an ongoing problematic issue signifying a misconception jostling for academic attention in providing an understanding of e-Municipality within the context of political settings particularly in South African municipalities. This is necessary in clarifying the confusion and obscuring of what’s at stake in relation to service delivery within municipalities. This study used the adoption and implementation model for e-Municipality and Public Value theory to position e-Municipality services. Methodologically, the study adopted the qualitative research approach with the aid of secondary data gathered from scholarly journal articles, books, trusted websites, municipal database, government legislations and peer-reviewed articles. With the City of Tshwane adopted as a case study, the researcher analysed data using the online content analysis techniques to present e-Municipality results. The findings reveals that, the e-Tshwane system’s failure to automatically update or reflect changes made by customers in relation to home addresses and payments made to municipal account often result into a large number of disgruntled customers. To address this issue, this study recommends that the City of Tshwane must find alternative online mechanism to identity system faults to reduce the number of disgruntled customers. This study offers policy-makers in government some insights in relation to the adoption and implementation of sustainable online services by addressing issues aimed at improving online mechanisms to eliminate physical contact at municipal offices in order to access services. &nbsp

A Framework for Broadband Adoption in Buffalo City Metropolitan Municipality to Enable Citizen Access to e-Government

E-government has been adopted as one of the cornerstones of the government‘s strategy for making services accessible to its citizens. The aim of this broadband adoption is to provide high quality public sector services via digital channels to improve cost-efficiency and generate benefits to municipality employees and citizen. A major challenge that municipalities face is the lack of public participation which restricts levels of communication between governments and municipalities and the citizen where public misses out on information and services available online, which results in further inequality. This has a devastating impact on service delivery because participatory democracy would be non-existent. Limited IT infrastructure, resistance to change, cultural barriers and exposure of malpractice are main themes related to IT usage or facilitating IT access for the wider public. Furthermore, lack of meaningful participation and freedom of association emerged as themes related to governance effectiveness. A mixed approach within a case study was considered, and data was collected through an online questionnaire and review of current literature. The study collected primary data by conducting web based questionnaires comprising sixty respondent’s citizens and fifteen municipal employees, including Information and Communication Technology (ICT) employees and broadband task team members. Statistical Package for the Social Science (SPSS) to analyse data from questionnaires. The selected BCMM employees of the population were known to have the relevant knowledge, time and experience to participate. Responses to each question developed the framework further based on the findings. Respondents were selected based on their appropriate knowledge and experience of the problem domain. Six experts were selected for final evaluation of the research findings. Firstly, the findings provided on barriers impact on the adoption of e-government. Secondly, on the techniques available to ensure access to e-government within BCMM. Thirdly, on the availability of technologies currently in the Buffalo City Metropolitan Municipality. Finally, on the elements of a Buffalo City Metropolitan Municipality broadband adoption strategy. This study evaluates barriers of e-government adoption, assessing strategies and techniques for accessing e-government services, examines current technologies to support e-government service within municipalities and analyses elements of Buffalo City Metropolitan Municipality broadband adoption strategy. A broadband adoption model was proposed based on empirical findings. Key adoption factors include adoption benefits and drivers, concerns and barriers and adoption interventions. These factors provide an essential foundation for the development of the proposed broadband adoption framework. The contribution of this study is a framework based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and Technology Organisation Environment (TOE) framework to determine factors that influence or restrict a citizen’s intention to use and adopt technology, specifically broadband, in e-government services as a tool for citizen engagement. The proposed framework aims to overcome barriers to broadband adoption 4 Final Submission of Thesis, Dissertation or Research Report/Project, Conference or Exam Paper in municipalities, specifically Buffalo City Metropolitan Municipality (BCMM) to enable citizens’ access to e-government services

A Framework for Broadband Adoption in Buffalo City Metropolitan Municipality to Enable Citizen Access to e-Government

E-government has been adopted as one of the cornerstones of the government‘s strategy for making services accessible to its citizens. The aim of this broadband adoption is to provide high quality public sector services via digital channels to improve cost-efficiency and generate benefits to municipality employees and citizen. A major challenge that municipalities face is the lack of public participation which restricts levels of communication between governments and municipalities and the citizen where public misses out on information and services available online, which results in further inequality. This has a devastating impact on service delivery because participatory democracy would be non-existent. Limited IT infrastructure, resistance to change, cultural barriers and exposure of malpractice are main themes related to IT usage or facilitating IT access for the wider public. Furthermore, lack of meaningful participation and freedom of association emerged as themes related to governance effectiveness. A mixed approach within a case study was considered, and data was collected through an online questionnaire and review of current literature. The study collected primary data by conducting web based questionnaires comprising sixty respondent’s citizens and fifteen municipal employees, including Information and Communication Technology (ICT) employees and broadband task team members. Statistical Package for the Social Science (SPSS) to analyse data from questionnaires. The selected BCMM employees of the population were known to have the relevant knowledge, time and experience to participate. Responses to each question developed the framework further based on the findings. Respondents were selected based on their appropriate knowledge and experience of the problem domain. Six experts were selected for final evaluation of the research findings. Firstly, the findings provided on barriers impact on the adoption of e-government. Secondly, on the techniques available to ensure access to e-government within BCMM. Thirdly, on the availability of technologies currently in the Buffalo City Metropolitan Municipality. Finally, on the elements of a Buffalo City Metropolitan Municipality broadband adoption strategy. This study evaluates barriers of e-government adoption, assessing strategies and techniques for accessing e-government services, examines current technologies to support e-government service within municipalities and analyses elements of Buffalo City Metropolitan Municipality broadband adoption strategy. A broadband adoption model was proposed based on empirical findings. Key adoption factors include adoption benefits and drivers, concerns and barriers and adoption interventions. These factors provide an essential foundation for the development of the proposed broadband adoption framework. The contribution of this study is a framework based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and Technology Organisation Environment (TOE) framework to determine factors that influence or restrict a citizen’s intention to use and adopt technology, specifically broadband, in e-government services as a tool for citizen engagement. The proposed framework aims to overcome barriers to broadband adoption 4 Final Submission of Thesis, Dissertation or Research Report/Project, Conference or Exam Paper in municipalities, specifically Buffalo City Metropolitan Municipality (BCMM) to enable citizens’ access to e-government services

Incentives for the adoption of e-government by Greek municipalities

Purpose: The research aims to identify the incentives that play an important role in the evolution of e-government in Greece at local scale and its actual development level. It also investigates the factors and the perceived barriers that affect the development of local egovernment in Greek Municipalities, as well as the benefits they derive from it. Design/Methodology/Approach: The research is based on a survey that was conducted through a questionnaire to all 325 Municipalities of the country and includes data from 109 Municipalities that participated in the quantitative approach. Findings: While e-government is spread at a relatively satisfactory level, it appears that only a few Municipalities are performing well. Results highlight also the two main incentives that motivate Municipalities to adopt e-government: The first is the improvement of the efficiency of information exchange with the external environment and the second is managing internal issues-relationships in conjunction with the existence of prominent IT departments. Amongst the main factors that affect e-government adoption by Local authorities, budgetary constraints stand out, while the lack of personnel specialized in Information Technologies is identified as common obstacle. Practical Implications: Findings suggest that an integrated approach to e-government is needed in order to enable organizations to minimize failures and to overcome barriers and counter risks. The capacity to align e-government applications with the increasing and evolving needs and requirements of the citizens is the key to optimizing the benefits of eGovernment at local scale. Originality/Value: There is no similar empirical research in the context of Greece; hence, it seems important to increase the knowledge about the drivers of e-government adoption, especially in the public sector at the local scale.peer-reviewe

The determinants and barriers of e-Government Adoption in the Municipality of Palermo

La costante innovazione tecnologica fornisce nuovi spunti per la creazione di network efficienti e lo sviluppo di nuovi business. Anche la Pubblica Amministrazione (PA) vuole sfruttare tali opportunità. In particolare, la PA, attraverso l’implementazione di una strategia di e-Government può mirare a una maggiore efficienza, alla riduzione dell’errore umano e delle frodi. Tuttavia, non si tratta di un mero cambiamento di strumenti. Il passaggio a un’Amministrazione Digitale richiede un cambio di approccio manageriale. Partendo dalla somministrazione di un questionario (sul sito istituzionale del Comune di Palermo, 389 risposte utili) che ha confermato la poca consapevolezza dei cittadini riguardo ai servizi digitali offerti dal comune e il disinteresse generalizzato nell’interazione online con la PA, la tesi della sottoscritta mira a identificare i fattori che favoriscono e, contestualmente, le barriere all’adozione dei servizi digitali nel Comune di Palermo. Il lavoro vuole rispondere a tre quesiti principali: - Qual è lo stato dell’arte del processo di adozione dei servizi di e-Government nel Comune di Palermo? - Quali sono le principali determinanti e le barriere all’utilizzo dei servizi digitali nel Comune di Palermo? - Quali politiche possono essere implementate per favorire l’adozione e la continuità dell’utilizzo dei servizi digitali?The pressing innovation in the Information & Communication Technologies (ICT) generates new opportunities for creating networks and for developing new businesses. Even the discipline of public administration recognizes these opportunities in terms of improving tax administration and government efficiency, reducing the regulatory cost of citizen compliance, and avoiding overall frauds and errors. This thesis explores the factors that influence the adoption of e-services by citizens in the municipality of Palermo, Italy, distinguishing the factors that are ascribed to the generalities of local government from those that are linked to the territorial context. It also explores alternative policies to overcome the criticalities that emerged from this analysis, providing guidance for the municipality to benefit from the implementation of e-Government. In order to carry out this research, a multi-method approach was applied to the case study of Palermo because the adoption of e-government cannot be separated from its implementation. Therefore, Institutional Theory serves to highlight the barriers hidden behind the strategic choices and the adaptation of the Technology Acceptance Model (TAM) helps to identify the determinants of adoption. The municipality of Palermo must overcome two major challenges in order to advance the adoption of e-services by citizens, which were identified from a survey of 389 respondents. They are the lack of a real awareness of the e-services provided by the municipal administration and the lack of a substantial relative advantage in using the digital channels in place of the traditional ones. System Dynamics, a particular kind of dynamic simulation, is then used to provide the necessary feedback structure for identify the determinants. As a result, this thesis concludes by recommending the implementation of selected policies aimed to expand the adoption of e-services in the municipality of Palermo

Toward Universal Broadband in Rural Alaska

The TERRA-Southwest project is extending broadband service to 65 communities in the Bristol Bay, Bethel and Yukon-Kuskokwim regions. A stimulus project funded by a combination of grants and loans from the Rural Utilities Service (RUS), TERRA-Southwest has installed a middle-mile network using optical fiber and terrestrial microwave. Last-mile service will be through fixed wireless or interconnection with local telephone networks. The State of Alaska, through its designee Connect Alaska, also received federal stimulus funding from the National Telecommunications and Information Administration (NTIA) for tasks that include support for an Alaska Broadband Task Force “to both formalize a strategic broadband plan for the state of Alaska and coordinate broadband activities across relevant agencies and organizations.” Thus, a study of the impact of the TERRA project in southwest Alaska is both relevant and timely. This first phase provides baseline data on current access to and use of ICTs and Internet connectivity in rural Alaska, and some insights about perceived benefits and potential barriers to adoption of broadband. It is also intended to provide guidance to the State Broadband Task Force in determining how the extension of broadband throughout the state could contribute to education, social services, and economic activities that would enhance Alaska’s future. Results of the research could also be used proactively to develop strategies to encourage broadband adoption, and to identify applications and support needed by users with limited ICT skills.Connect Alaska. The National Telecommunications and Information Administration. General Communications Incorporated.Part 1: An Analysis of Internet Use in Southwest Alaska / Introduction / Previous Studies / Current Connectivity / Analytical Framework and Research Methodology / Demographics / Mobile Phones: Access and Use / Access to the Internet / Internet Useage / Considerations about Internet Service / Interest in Broadband / Sources of News / Comparison with National Data / Internet Use by Businesses and Organizations / What Difference may Broadband make in the Region? / Conclusiongs / Part 2 Literature Review / Reference

Rural Water Supply and Sanitation Challenges in Latin America for the Next Decade

A decade after a 1999 World Bank-sponsored meeting of Latin American water and sanitation experts, there has been progress in rural sanitation in that region. Nonetheless, the Millennium Development Goals for improved sanitation services may be out of reach. Looking toward the next ten years, important challenges for rural water and sanitation will include: ensuring long-term sustainability of sanitation services and monitoring systems, improving the contribution of municipal government, and establishing appropriate legal and financial policies