Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory

Purpose: Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government. Design/methodology/approach: Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China. Findings: The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role. Practical implications: This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens’ social benefits and improving process and content gratification. Originality/value: This study contributes to the literature by offering a framework for analyzing the impact of citizens’ use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Information and Communication Technolog

Polarization and acculturation in US Election 2016 outcomes – Can twitter analytics predict changes in voting preferences

Elections are among the most critical events in a national calendar. During elections, candidates increasingly use social media platforms to engage voters. Using the 2016 US presidential election as a case study, we looked at the use of Twitter by political campaigns and examined how the drivers of voter behaviour were reflected in Twitter. Social media analytics have been used to derive insights related to theoretical frameworks within political science. Using social media analytics, we investigated whether the nature of social media discussions have an impact on voting behaviour during an election, through acculturation of ideologies and polarization of voter preferences. Our findings indicate that discussions on Twitter could have polarized users significantly. Reasons behind such polarization were explored using Newman and Sheth's model of voter's choice behaviour. Geographical analysis of tweets, users, and campaigns suggests acculturation of ideologies among voting groups. Finally, network analysis among voters indicates that polarization may have occurred due to differences between the respective online campaigns. This study thus provides important and highly relevant insights into voter behaviour for the future management and governance of successful political campaigns.Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Information and Communication Technolog

Exploring the service-oriented enterprise: Drawing lessons from a case study

The service-oriented enterprise (SOE) is often considered as the future model of organization. Yet there is little empirical research in this domain and limited insight into the benefits and disadvantages. In this paper we analyze a case study of a large, multinational banking company. This company is modularized in functions and business domains and organized around service centers. We found that the SOE emerges and evolves from the implementation of new projects. New banking products and services can be created by deploying service centers. Our finding shows that a service-oriented structure has advantages concerning the timeto- market of products, reduction of duplicate activities and systems, and clarity of the governance structure. Nevertheless many of the expected benefits are not proven the SOE has a number of disadvantages that need to be dealt with.Infrastructures, Systems and ServicesTechnology, Policy and Managemen

Wees voorbereid op het onverwachte: Adaptief vermogen is in disruptieve economie de sleutel tot succes

Digitale ontwikkelingen overrompelen. Organisaties ondernemen vaak pas actie als het water hun aan de lippen staat. Dan is het niet zelden al te laat. Of ze springen onvoorbereid op de rijdende trein, zonder te weten waar het heen gaat. Om te overleven is een digital vision noodzakelijk. De crux: wees voorbereid op het onverwachte. Of zoals managers veel zeggen: expect the unexpected.Information and Communication Technolog

Adaptive Governance for a Resilient Digital Society

Governments are confronted with all kinds of changes in their digital environment, such as pandemics, fake news, and security breaches. These changes come with many uncertainties and are hard to predict, whereas decisions need to be made quickly to avoid a negative impact. Adaptive governance embraces uncertainty and complexity by enabling continuous learning, involving a wide range of diverse actors, and being able to react within a short time frame. Adaptive governance can be viewed as a governance philosophy based on a range of instruments to create adaptability. The conflicting values of stability and adaptability can be balanced in different ways by governments. The variety in the environment and the variety of instrument to adapt to the environment needs to be in concert. Adaptive governance instruments can be combined to increase their effectiveness and to create a resilient society. Further research in governance instruments, their usage, and their effectiveness is needed.Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Information and Communication Technolog

Technologische krachten in het bestuur

Engineering Systems and ServicesTechnology, Policy and Managemen

Designing electronic intermediaries: An agent-based approach for designing interorganizational coordination mechanisms

Technology, Policy and Managemen

Extracting principles for information management adaptability during crisis response: A dynamic capability view

During crises, relief agency commanders have to make decisions in a complex and uncertain environment, requiring them to continuously adapt to unforeseen environmental changes. In the process of adaptation, the commanders depend on information management systems for information. Yet there are still numerous reports of situations in which commanders had to make decisions based on incomplete, outdated or incorrect information, indicating poor information quality. In many of these situations, poor information quality can be attributed to the information management process incapable of adapting to external (environmental) changes and internal (team) information needs. Using dynamic capability theory and the findings of a case study, this paper presents four principles for information management adaptability: (1) maintain and update team memory, (2) dedicate resources for environmental scanning, (3) maximize the number of alternative information sources and (4) integrate forecasting and back casting methods in the information management process.Infrastructures, Systems and ServicesTechnology, Policy and Managemen

Editors’ note on the refutation of “Assessing citizen adoption of e-Government initiatives in Gambia: A validation of the technology acceptance model in information systems success”

Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Information and Communication Technolog

The Development of a Reference Architecture for Local Government

Traditionally, government agencies are organized vertically around departments. Many local government agencies are looking for ways to develop an integrated architecture. Many architectural methods are available, however, they remain often abstract, provide limited support for the translation of the concepts to a concrete situation, and have limited visualization support to create a shared understanding. In the research presented in this paper we describe the development of a reference enterprise architecture for a municipality using action research. Our development approach is based on modeling the interdependencies among, and within organization, business process, and application layer. We used discrete-event simulation, and animation to provide insight in the existing situation, and develop and create a shared understanding of the reference architecture.Infrastructures, Systems and ServicesTechnology, Policy and Managemen