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1.
This study examines channel choice and public service delivery in Canada, comparing e-government to traditional service delivery channels such as the phone or visiting a government office. Factors studied include the digital divide, the nature of the citizen interaction with government, public service values, and satisfaction with services received by citizens. These factors are used to determine whether they impacted choice of channel and satisfaction with that channel. This study, through logistic regression of a public opinion survey of Canadian residents, found indications suggesting a digital divide in accessing e-government; found that government websites were most commonly used for information purposes, while the phone was most commonly used to solve problems. In regards to citizens' satisfaction, the apparent digital divide was bridged when females and older Canadians were more satisfied with their contact with a government website. In addition, a positive experience with service delivery and positive public service values lead to greater website satisfaction. The results of this study imply that the phone is a more effective service channel for solving problems, and the website is more effective for getting information. Therefore, governments need to provide multiple contact channels for citizens, depending upon their task at hand, while ensuring consistency of information and service response across channels. Creating a positive experience for citizens when they received a service translates into a more satisfied experience with e-government.  相似文献   

2.
Governments have a variety of channels at their disposal to help them interact with their citizens. Having realized that citizens still prefer the traditional channels, governments are now focusing on ways to lead them to the web. Previously, we have shown that citizens prefer the use of soft instruments, such as communication. Communication instruments are characterized by the transfer of information from government to citizens, for example, by means of mass media or a letter. This study focuses on how a communication instrument—in this case a personal letter—can be used to lead citizens to the digital channel. We also show the effects of the instrument both in terms of channel usage and citizen perceptions. Based on a field experiment, carried out in cooperation with a Dutch national government agency, we show that unobtrusive channel marketing can be effectively used to increase usage of government e-services, without negatively affecting citizens' current level of satisfaction with service delivery.  相似文献   

3.
Since the late 1990s, governments at all levels have launched electronic government projects aimed at providing electronic information and services to citizens and businesses. Although Web sites are becoming essential elements of modern public administration, little is known about their effectiveness. The objective of this paper is to study the quality and usage of public e-services to citizens in Europe.According to the results of this study, e-government seems to be following a more or less predictable development pattern ranging from a stage in which interaction is limited to what is shown on the screen to stages in which there is two-way communication and service and financial transactions can be completed with a satisfactory level of protection of personal privacy. At present, e-government in almost all the cities studied is merely an extension of the government, with potential benefits in speed and accessibility 24/7. Despite the limited degree of development observed, online access has advantages that are impossible to replicate offline. Even though few expect e-government to completely replace traditional methods of information, e-government is becoming a powerful tool of transformation that has become embedded in the culture and in the agenda of the public sector.  相似文献   

4.
One aspect of the mediatization of politics is the idea that political actors adapt to the communication logic of news media to gain, for example, news media attention. Currently, this process may be influenced by the diffusion of the internet as a political communication channel, especially because online communication provides a new opportunity for political actors to communicate directly with citizens. Thus far, the adaptation to media logic by political parties has mainly been examined in the context of election campaigns. In order to transfer these findings to regular political communication, this study compares the use of media logic in the mass media and in direct political communication channels online and offline about the United Nations Climate Change Conferences 2011 and 2012. A quantitative content analysis of the conference protocols (input) and the presentation of the conference results in the seven most frequently used German offline news outlets (print and TV) and their online counterparts, as well as political offline and online communication channels like parliamentary speeches and websites of the six parties represented in the German parliament (output), was conducted. Results show that in the context of regular political communication, political actors seem to follow media logic to a lesser extent than in the context of election campaigns. Thus far, the influence of online communication on the mediatization of politics seems to be rather marginal. The causes and consequences of these findings are discussed.  相似文献   

5.
Due to the massive uptake of online communication, people receive countless notifications on a given day. Governments also send more and more information via computer mediated communication instead of writing a paper letter to citizens. As a consequence, governments are increasingly exposed to the risk that citizens do not notice or act upon notifications that refer to governmental (sometimes legally binding) messages. This in turn may result in non-compliant behavior. Through a vignette study in three large scale surveys held in the Netherlands in 2015 and 2016, we have investigated how the channel (paper letter channel vs. e-mail channel that notifies that there is a digital letter available at a web portal) influences the speed with which people intend to read the actual content of a message while taking digital skills and expectations of the contents of a message into account. Results show that the channel has a significant and strong impact on the speed with which citizens read the contents of the message. This means that there is a risk that the efficiency gains that are won by communicating electronically are lost in effectiveness due to increased non-compliance because people do not actually see the government information that is sent to them. Therefore, it is important to think of new ways to effectively notifying people of new information in an online environment.  相似文献   

6.
Little is known about how public sector organisations capitalise on the potential of social networking sites (SNSs) as communication channels. Previous research is short on theoretical models and managerial insights into the success of local governments' online communication strategies. The purpose of this study is to explore how successfully local governments utilise SNSs for managing their external communication with citizens. Using a multi-method analysis of 15,941 posts and 19,290 comments on the Facebook pages of the 25 largest German cities, we make five contributions to research and practice. First, we analyse the properties and topics of government posts to draw a rich picture of how local governments use Facebook as a communications channel. Second, we conceptualise success in governments' online communications in terms of the frequency and polarity of citizens' reactions, which we use for third, evaluating government communication behaviour in SNSs. Fourth, we identify which benefits SNSs offer that traditional communication channels do not provide. Fifth, we offer guidelines for improving the online communication strategies of local governments using SNSs.  相似文献   

7.
Public administrations invest heavily in the development of ‘smart’ public services, including autonomous public service robots. Since public service robots are designed to operate unsupervised, robots must interact in an ethically acceptable way with citizens. Robots are often designed to provide a comfortable interaction with citizens, which can be achieved by making the robot's appearance and actions more human-like. This raises the question whether a human-like design affects the ethicalness evaluation of a robot's actions. In a laboratory experiment with eye-tracking (n1 = 156) and a representative, online vignette experiment (n2 = 1339), we find that a more human-like robot design draws more visual attention than a robot with a less human-like design. However, the robot's appearance does not affect the ethicalness evaluation of the robot's behavior. In contrast, our results show that it is not the more human-like appearance that influences evaluations of ethicalness, but a robot's ethical actions influence the extent to which it is perceived as human. We frame our findings in the scientific and practitioner debates on ethical rule-setting for (public) service robots.  相似文献   

8.
Together with the digitalization of government services, a considerable amount of countries, and Italy in particular among them, are considering the introduction of several online and offline access point to its services in order to increase the penetration of provision systems not requiring an interaction at the PA office. This study, through a two-step empirical exercise run in Italy, intends to understand the benefits sought by citizens and the channel attitudes in order to understand whether and how this orientation by policy makers, with respect to payment services, may be effective. Thanks to a suited sampling, the study sets the basis for a segmentation of the citizens in terms of benefits sought and discusses the channel attitudes within each segment identified. By analyzing the characteristics of the segments, the study presents implications for policy makers and public servants and provides a conceptual background for grounding further research on multichannel service provision.  相似文献   

9.
Prior e-Government research has paid much attention to e-Government service adoption from the supplier side - the government - while mostly overlooking the user side of e-Government, such as citizens and businesses. While there have been some initial efforts to study citizens in their adoption behavior, few have examined what influences the willingness of businesses in adopting e-Government services. This research attempts to fill this research gap by addressing the following research question: Why are some businesses more willing to adopt e-Government applications to perform transactions with the government than others? The authors argue that the willingness of a business to adopt e-Government depends on the perceived quality of government services through traditional brick and mortar service channels (offline service channels), and the level of trust businesses place in the internet technology itself. Competing hypotheses are developed with regard to the role of perceived quality of offline services on the business user's willingness to adopt e-Government services. Using data obtained from a local district government in Seoul, Korea, the analysis revealed that the willingness to adopt e-Government increased when business users perceived high quality service provision in offline service channels. However, trust in the internet technology itself did not have any significant impact on their willingness. The theoretical and practical implications of the study finding are discussed.  相似文献   

10.
This paper presents an empirical study of automation in government digital systems. Previous studies have found that automated systems are not suited to cover all citizens equally and may cause administrative burdens on excluded citizens. The case presented in this study is the automated system for awarding child benefits in Norway. Based on data from the national registry, most recipients are awarded the benefit automatically. However, some citizens are not covered by the automation and must apply manually. The theoretical framing of the study combines modern and classic views of how citizens access public services by combining theory from recent literature on administrative burdens and the older theory of access. The data analysis is done with process mining, an innovative method of sorting and understanding data. The findings support previous findings of how registry data and automated computer systems in government can create inequality in service quality. Furthermore, the findings also show that low-income citizens are disproportionally required to apply manually. The study addresses questions concerning why automated systems fail to cover all citizens and the potential challenges generated by this exclusion when governments rely on computer systems in delivering welfare programmes. These are important considerations, as government digitalisation is increasingly innovating with automated systems to deliver public services.  相似文献   

11.
Delivering public services to citizens via the Internet is the basic goal of E-government. Although websites are becoming essential elements of public e-services in local public administration in China, little is known about their efficiency and effectiveness. The objective of this paper is to evaluate the actual status of Web-enabled public services to citizens in municipal e-government implementation in the Yangtze River Delta. Eight categories of public services to citizens delivered through the Internet have been identified in the websites of the 14 local municipal governments. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e-services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e-government public service paradigm, albeit with significant differences in public e-services level in these cities. At present, e-government public services to citizens in almost all the cities studied are mostly limited to on-line presentations of government information with a low degree of development of interaction and on-line transaction. The municipal governments and policymakers in the near future will have to strengthen the interactivity of their websites with citizens and improve the on-line transaction level in order to deliver citizen-centric public e-services.  相似文献   

12.
Delivering public services to citizens via the Internet is the basic goal of E-government. Although websites are becoming essential elements of public e-services in local public administration in China, little is known about their efficiency and effectiveness. The objective of this paper is to evaluate the actual status of Web-enabled public services to citizens in municipal e-government implementation in the Yangtze River Delta. Eight categories of public services to citizens delivered through the Internet have been identified in the websites of the 14 local municipal governments. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e-services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e-government public service paradigm, albeit with significant differences in public e-services level in these cities. At present, e-government public services to citizens in almost all the cities studied are mostly limited to on-line presentations of government information with a low degree of development of interaction and on-line transaction. The municipal governments and policymakers in the near future will have to strengthen the interactivity of their websites with citizens and improve the on-line transaction level in order to deliver citizen-centric public e-services.  相似文献   

13.
Smart government is viewed as the highest modernization stage of public agencies. Governments seek to employ disruptive technologies to substantially transform government-citizen relationships, enhance citizens’ experiences, transform public decision making, emphasize citizen engagement in the democratic decision-making process, provide more agile and resilient government structures, create substantial public value and generally improve quality of life. Despite its numerous potential advantages, smart government is still in its early phases of development. Examining issues related to the usage behavior of smart government services has received little attention. Outcomes of the usage of online technologies in general, and electronic public services in particular, have been largely overlooked. Accordingly, this study aims at developing and empirically validating an integrated model of smart government usage by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) through the incorporation of a set of determinants and outcomes of smart government usage following an extensive review of extant literature. The data were obtained from 414 smart government clients in the United Arab Emirates through an online questionnaire and analyzed using structural equation modeling (SEM). The results of this study indicated that, among all significant antecedents of smart government usage, performance expectancy has the strongest impact, whilst facilitating conditions has the weakest influence. It has been also reported that personalization has no significant effect on smart government usage. The results further revealed that the strongest impact of smart government usage is on information transparency. Implications for theory and practice are also offered.  相似文献   

14.
This article aims to understand what determines the degree of e-government use for multiple purposes by analyzing the Government Online Survey data that the Pew Internet and American Life Project provide. Three main purposes of e-government use are identified as: service use, information use, and policy research. The degree of e-government use for a specific purpose is predicted by five sets of determinants: psychological factors of technology adoption, civic mindedness, information channels, trust in government, and socio-demographic and personal characteristics. Sociodemographic conditions influence usage level of various transactional services provided by e-government. Perceived ease of use facilitates the acquisition of general information through e-government. Civicness is a critical determinant of e-government use for policy research. Policy researchers who are more engaged with and concerned about society, neighbors, and government are emerging as a new class of e-government users.  相似文献   

15.
This article explores how an alternative multichannel management strategy can improve the way governments and citizens interact. Improvement is necessary because, based on empirical data from various sources, the conclusion can be drawn that there is a gap between the communication channels governments prefer and those that citizens prefer. Governments may be too much guided by rational arguments like the cost efficiency of channels while citizens may choose channels depending on, e.g., task characteristics, personal characteristics or situational factors. In order to close the existing gap and to increase understanding about how different channel types may be positioned in multichannel management, this article proposes an alternative multichannel management strategy that takes both the citizen’s and the government’s perspective into account. This strategy is based on differences in channel types and channel modes via which governments and citizens interact.  相似文献   

16.
Low uptake is one of the largest risks facing government agencies that seek to increase efficiency and reduce costs by providing services online. To date, very few studies have tested interventions to increase citizens' use of e-government services. Instead, almost all existing research has focused on identifying correlates of adoption. In the current study, we developed an intervention to increase citizens' use of an e-government service and tested it using a quasi-experiment. The intervention used several techniques informed by research from the applied behavioural sciences to encourage usage, including: altering defaults (customers who visited a customer service centre were invited to complete a form online rather than joining a queue), providing facilitating conditions (customer support was made available), and promoting the benefits and ease of the online service (a customer service representative and in-store written materials emphasised these points). Results indicated that the intervention significantly increased customers' use of the online service by 14.1 percentage points, 95% CI [9.1, 19.2]. Additionally, a survey of customers who experienced the intervention showed they were highly satisfied and appreciated the time-saving benefits, ease of use, and customer support provided. This study is among the first to provide a rigorous test of an intervention to encourage citizens to use e-government services, and can be used to inform practical efforts to increase e-government uptake.  相似文献   

17.
Public service producers are heavily investing in the development and implementation of more efficient new digital channels to engage users in citizen sourcing efforts, such as the reporting of public service-related issues. Nevertheless, user-reporters have continued to favor earlier implemented channels including traditional (e.g., phone, office) and e-government channels (e.g., web, email) over new digital channels such as m-government channels (e.g., mobile applications). Drawing on channel choice literature and theories, this study aims at explaining users' reporting behavior by examining the role of users' personal factors, including digital divide determinants, users' service experience, and channel satisfaction. We use a combination of survey and log data on actual reporting behavior among smart bike-sharing users to explain users' channel choice. Using a multinomial logistic regression, we found that the digital divide predicts user-reporters' channel choice. Moreover, user-reporters with a longer service membership favor traditional and e-government channels, over the newly implemented m-government channels. Finally, user-reporters' satisfaction with the mobile application is negatively associated with the user-reporters' choice of traditional and e-government channels. Our results expand and update the empirical evidence on channel choice at the user level, and provide insights for public service producers who aim at enhancing public service delivery through digital users' engagement.  相似文献   

18.
Background: Within NHS North West England there are 24 primary care trusts (PCTs), all with access to different types of library services. This study aims to evaluate the impact the type of library service has on online resource usage. Methodology: We conducted a large‐scale retrospective quantitative study across all PCT staff in NHS NW England using Athens sessions log data. We studied the Athens log usage of 30 381 staff, with 8273 active Athens accounts and 100 599 sessions from 1 January 2007 to 31 December 2007. Results: In 2007, PCTs with outreach librarians achieved 43% penetration of staff with active Athens accounts compared with PCTs with their own library service (28.23%); PCTs with service level agreements (SLAs) with acute hospital library services (22.5%) and with no library service (19.68%). This pattern was also observed when we looked at the average number of Athens user sessions per person, and usage of Dialog Datastar databases and Proquest full text journal collections. Discussion: Our findings have shown a correlation of e‐resource usage and type of library service. Outreach librarians have proved to be an efficient model for promoting and driving up resources usage. PCTs with no library service have shown the lowest level of resource usage.  相似文献   

19.
刘艳 《图书情报工作》2019,63(10):21-30
[目的/意义] 在社会化阅读趋势下，将社会化阅读主体的网络身份与图书馆未来数字阅读服务相结合，明确图书馆开展社会化阅读服务的原因，探索社会化阅读平台的构建渠道，以期为未来图书馆阅读服务提供相关建议。[方法/过程] 通过对网络身份的哲学思辨，指出社会化阅读主体网络身份的特点及带来的阅读问题；区分社会化阅读主体在网络空间中数字足迹的类型，并详细论述社会化阅读对阅读环境、读者阅读行为、读者阅读能力的影响。最后，从为何构建社会化阅读、如何构建社会化阅读、如何规避风险问题三个方面提出图书馆构建社会化阅读服务的建议。[结果/结论] 社会化阅读主体网络身份具有真实身份在场缺席与数字身份虚拟在场的特征，"去身体化""匿名性"的网络身份，给予现代读者广阔的话语空间，促使数字足迹的产生与社会化阅读的形成。针对阅读方式的浅表化、阅读思考的懒惰化、信息推送的同质化、信息文本的游戏化等问题，图书馆在未来服务中可以通过在线网站、检索平台、移动阅读APP及第三方软件构建社会化阅读的渠道；可以通过数据聚合进一步优化信息推送；可以通过签订数据使用协议、加强网络发布内容监管、开展线下读书活动、实施数字素养培训、设置信息数量推荐上限规避社会化阅读的风险问题。  相似文献   

20.
Social media enables public sector organizations to connect with citizens. Next to this, it can help organizations provide more detailed and useful information. But to what extent is social media used by local governments for interaction purposes, and what factors influence this? In this article, we study how Dutch local governments use Twitter for interaction, linking this to political, institutional, and socio-economic determinants. We find that politically fragmented municipalities use Twitter more for interaction, suggesting that political multiplicity forms a stimulus for more online engagement. Moreover, municipalities that have a Twitter account for a longer time make more advanced use of its functions, implying that municipalities with longer experience are better acquainted with a platform's strengths and weaknesses. Finally, municipalities with a higher presence of people in the age group 20–65 as well as municipalities with more higher-educated people use their social media more for interaction. The same counts for municipalities with more ICT workers.  相似文献   

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