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Challenges of E-GovernmentUnderstanding the Citizen

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Technology

SocialChallenges

E-Government

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Technology Integrate various technologies to supply E-GOV

services

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Social Challenges

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1. Many Questions arise for meeting the demand of E-Government services.

What are the typical behaviors of citizens

online?

Who is likely to go online to use government

services? What types of barriers and obstacles turn people

away from going online to use government

services ..

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2. Government Leaders can only expect to realize thebenefits from cost-savings or better service quality ifthe user population grows.

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Web visitors are considered customers

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3. What brings the users to the site and makes themwant to use the E-government Services.

Individual Citizens

Private Business

Civil Society Organisations

NGOs

Media Business

International donor community

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5.Understanding the needs of the citizen as customersis difficult.Governments are :

Not commercial organizations , they must provide services to all of itscustomers instead of a certain market segment

Entrusted with responsibility to be a good steward of information .

Entrusted with responsibility to develop cost effective means to capture,store , process & communicate information of everyone equally.

The only choice these Customers have to deal with (monopoly)

E-Govenrment services must cover the breadth and diversity of

individuals who may have a wide range of skills , language abilities ,

education levels ,income & beliefs

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Factors whether or not an individual will use an E-government system

1. Willingness to adopt & use the system

2. Ability of the gov. to implement e-gov. systems to matchthe needs of the citizen and web visitor

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1. Willingness to use & Adopt the system :

Unified Theory of the acceptance and use of technology framework :

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Performance Expectancy : Will using E-gov.service help an individual to meet their needs?

Effort Expectancy : Is the site easy to use ? Arethey motivated to use the site or rather use aservice in-person.

Social Influence : How does family , friends &others influence his or desire to use E-gov.?

Facilitating Conditions : Is ICT & Internetaccessible to use the online service ?

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E-Government Readiness Quick Check Tool

(Demo)

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E-government and the Cultural challenges

E-government and the Gender challenges

E- government reaching the rural places

E- government generating Integrity andTrust in the government.

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Other Social Challenges

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Summary

2 types of Challenges: technology & SocialChallenges ( focus on Social Challenges)

Questions that arise for meeting the demand.

Benefits if the user population grows.

What brings the users to the site.

Focus on the needs of the citizen (customer)

Understanding the needs of the citizen as customer Factors whether or not an individual will use an E-government system .

E-Government Readiness Quick Check Tool

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Thank You !

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