Challenges in the delivery of e-government through kiosks

Kiosks are increasingly being heralded as a technology through which governments, government departments and local authorities or municipalities can engage with citizens. In particular, they have attractions in their potential to bridge the digital divide. There is some evidence to suggest that the citizen uptake of kiosks and indeed other channels for e-government, such as web sites, is slow, although studies on the use of kiosks for health information provision offer some interesting perspectives on user behaviour with kiosk technology. This article argues that the delivery of e-government through kiosks presents a number of strategic challenges, which will need to be negotiated over the next few years in order that kiosk applications are successful in enhancing accessibility to and engagement with e-government. The article suggests that this involves consideration of: the applications to be delivered through a kiosk; one stop shop service and knowledge architectures; mechanisms for citizen identification; and, the integration of kiosks within the total interface between public bodies and their communities. The article concludes by outlining development and research agendas in each of these areas.</p

Balancing Financial Viability and User Affordability: An Assessment of Six WASH Service Delivery Models

This Topic Brief presents assessments of the financial performance of six WSUP-supported WASH service delivery models in Bangladesh, Madagascar, Mozambique and Zambia. Each model has been developed in partnership with locally mandated service providers to facilitate sustainable, at-scale improvements to low-income urban populations

The Decentralized Water Market: Assessing and Overcoming the Hurdles to Scale in Kenya

International Financial Corporation and Safe Water Network undertook this assessment to identify options for attracting greater commercial investment in the water sector, in Kenya and elsewhere. This includes an examination of the policy environment and of the populations' ability to pay for water at prices necessary to fund private investment, as well as a review of existing models to determine which are scalable in this context

Getting Communities Engaged in Water and Sanitation Projects: Participatory Design and Consumer Feedback

Community engagement in water and sanitation service delivery is key for ensuring project sustainability and accountability. In all of its programmes, WSUP works with local service providers, community groups and local authorities to enhance stakeholder participation. This Topic Brief looks at community engagement approaches used by WSUP in three cities within the African Cities for the Future (ACF) programme: Antananarivo (Madagascar), Kumasi (Ghana) and Maputo (Mozambique). The specific focus is on ways to encourage community involvement in the design of water supply and sanitation projects, and ways in which service providers can elicit input and feedback from people living in low-income communities. The Topic Brief discusses several cases in which community engagement has positively contributed to the development of WASH services. It highlights some of the key challenges currently faced by WSUP and other sector organisations, and ends with practical recommendations for programme managers about how to engage low-income communities

The complexities of electronic services implementation and institutionalisation in the public sector

This is the post-print version of the final paper published in Information & Management. The published article is available from the link below. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. Copyright @ 2013 Elsevier B.V.Electronic service implementation (ESI) in the public sector attempts to improve efficiency, effectiveness, and transparency of governmental departments. Despite having provided the necessary infrastructure and investment, many governments have struggled to realise such aims due to the various forces that challenge implementation and institutionalisation. Using institutional theory as a lens, we explored the forces influencing the implementation and institutionalisation of ESI in the public sector. While our results reinforced previous research in IT implementation and organisational transformation, they showed that the dynamic nature of technology poses unanticipated pressures, and that these can impede the implementation and institutionalisation process

Strengthening pro-poor targeting of investments by African utilities in urban water and sanitation - the role of the International Development Association of the World Bank: Case studies from Ghana, Burkina Faso and Tanzania

This report for WaterAid presents findings from research into the impact of selected IDA-funded projects on water supply and sanitation services in urban areas of sub-Saharan Africa, with particular emphasis on the impact on poor areas and households

Provision of water to the poor in Africa : experience with water standposts and the informal water sector

Standpipes that dispense water from utilities are the most common alternatives to piped water connections for poor customers in the cities of Sub-Saharan Africa. Fifty-five percent of the unconnected urban population relies on standpipes as their first water source. Other informal water providers include household resellers and a variety of water tankers and vendors, which are the first water source of 1 percent and 3 percent of the urban population, respectively. In the cities studied, the percentage of unconnected households ranges from 12 percent to 86 percent of the population. The percentage of unconnected people covered by standpipes is substantially higher for countries with higher rates of household connection, while the percentage of unconnected people covered by water tankers or water vendors is higher for countries with lower rates of household connection. Water prices in the informal market are much higher than for households with private connections or yard taps. Although standpipes are heavily subsidized by utilities, the prices charged by standpipe operators are closely related to the informal water reseller price. Standpipe management models also affect the informal price of water. For example, the shift from utilities management to delegated management models without complementary regulation or consumer information has often led to declines in service levels and increased prices. Standpipes are not the only or even the most efficient solution in peri-urban areas. Programs that promote private household connections and arrangements that improve pricing and services in the household resale market should also be considered by policy makers.Town Water Supply and Sanitation,Urban Water Supply and Sanitation,Water Supply and Sanitation Governance and Institutions,Water and Industry,Water Conservation

E-government in the making: socio-economic development in the Akshaya project

This paper discusses the Akshaya E-Government project. The paper uses general concepts borrowed from actor network theory to discuss the ongoing negotiation that shapes E-Government projects. We aim at shedding light on the importance of the dynamic interactions that shape the impact of ICT on government polices. In particular, we show that the nature of the service delivered and the socioeconomical development supported by the project are constantly shaped by the negotiation that occurs among the different actors involved and the consequent changes the project itself experiences. We therefore suggest to study e-Government in its making and not as results of planned action and sequential evolutionary phases

Exploring e-government in the state of Qatar: Benefits, challenges and complexities

Information and communication technology facilities offered by the Internet have encouraged not only business enterprises, but also governments around the globe to invest significantly into electronic service delivery in the form of e-government. Despite many lessons that can be learned from the experiences of those e-government initiatives, developing countries are still faced with various issues pertaining to the implementation of e-government services in their countries. Like many other developing countries, the e-government initiative in Qatar has faced a number of challenges since its inception in 2000. Using survey and interview based research this paper examines some of these challenges from a citizens' and governments' perspective. Among others, this research found that although having a superior ICT infrastructure and being one of the regional broadband leaders in the Arab World, issues such as lack of awareness, bureaucratic business practices, socio-cultural issues and citizens' satisfaction levels of current national e-government strategy was influencing the adoption of e-government services in the state of Qatar

Access to Water in the Slums of the Developing World

The text and data in this publication may be reproduced as long as the source is cited. Reproductions for commercial purposes are forbiddenThe discussion reveals the failure of public policies as well as markets to provide satisfactory solutions to the problems of access to a safe, affordable and continuous water supply. In many countries, especially those in Sub-Saharan Africa, access to safe water through household connections declined in the 1990s. Achievements in access rates in many Asian and African economies are the due to widespread use of public water points such as public standpipes and kiosks. These sources are important, but doubtless the quality of access to water with these facilities is unsatisfactory since they involve greater effort by households, involving queuing, carrying water and lacking continuous access. A substantial proportion of urban dwellers in developing countries, especially in unplanned settlements, rely on a wide range of small-scale providers whose services are vital in the absence of alternatives. Their services, however, are often inferior to those provided by the formal network. Invariably, the water charges of alternative sources are higher than those for supply from the public network.Final Published versio