Letter from Rob Kling,Editor-in-Chief and Guest Editors Kenneth L. Kraemer and Jason Dedrick

We find that the presence of village Internet facilities, offering government to citizen services, is positively associated with the rate at which the villagers obtain some of these services. In a study of a rural Internet project in India, we identify a positive correlation for two such Internet services: obtaining birth certificates for children and applications for old age pensions. Both these government services are of considerable social and economic value to the citizens. Villagers report that the Internet based services saved them time, money, and effort compared with obtaining the services directly from the government office. We also find that these services can reduce corruption in the delivery of these services. After over one year of successful operation, however, the e-government program was not able to maintain the necessary level of local political and administrative support to remain institutionally viable. As government officers shifted from the region, or grew to find the program a threat, the e-government services faltered. We argue that this failure was due to a variety of Critical Failure Factors. We end with a simple sustainability failure model. In summary, we propose that the e-government program failed to be politically and institutionally sustainable due to people, management, cultural, and structural factors     

地方政府电子信箱服务应对市民投诉机理研究

地方政府电子政务发展是政府职能转变的重要内容,研究地方政府电子信箱服务应对市民投诉对构建服务型政府具有重要意义。通过构建地方政府电子信箱服务发展模型,推导地方政府电子信箱服务应对市民投诉的机理与决策过程。研究发现:地方政府电子信箱服务应对市民投诉受资源禀赋影响明显,地方政府电子信箱服务链对地方电子政务发展引领作用明显,最后提出了相应的电子政务发展建议。     

Examining the influence of intermediaries in facilitating e-government adoption: An empirical investigation

The adoption and diffusion of electronic government is often impeded by many social and individual factors relating to citizens. In this respect, intermediaries have emerged as a new model for delivering e-government services to overcome such obstacles. This study aims to examine the role of intermediaries in facilitating e-government adoption and diffusion using a survey based empirical study of 502 participants in Madinah City in Saudi Arabia. An extended UTAUT model is used as the theoretical basis utilizing trust in the Internet and Intermediaries. The results of this study show that there are significant relationships among the factors that influence intention to use e-government, namely, performance expectancy, effort expectancy, and trust of intermediary. In addition, the findings show that there is a significant relationship between facilitating conditions and usage behavior proving that intermediaries can influence adoption of e-government services.     

基于多渠道视角的我国内地电子政务服务能力分异规律

[目的/意义]随着"互联网+政务服务"战略崛起,以互联网为载体的电子政务服务受到社会广泛的关注,亟需大样本、多渠道实证研究。[方法/过程]因此,本文基于政务网站及"两微一端"实证测评了地级以上城市和省级政府的电子政务服务能力,并选取行政级别、经济水平、区域均衡为分异属性,发现行政级别与经济水平均与渠道政务服务能力显著正相关;渠道能力因行政与经济属性、城市和省级政府层面不同而异,但基本不受级别、水平、区域限制。[结果/结论]归纳出电子政务服务在力度与方向的调控启示,提出了消除分异、重点借鉴、快速提升等建议作为参考。     

E-government information search by English-as-a Second Language speakers: The effects of language proficiency and document reading level

A rapid increase in the use of web-based technologies – and corresponding changes in government and local council policies – in recent years, means that many vital services are now provided solely online. While this has many potential benefits, it can place additional burdens on certain demographic groups, some of whom may become considerably disadvantaged or even disenfranchised. This is particularly problematic for English-as-a Second Language (ESL) speakers, who are often immigrants or refugees and thus have a greater need to access these e-government services, and who may struggle to understand and assess the relevance of complex documents. In this work we investigate the search behaviours and performance of native English speakers and two different groups of ESL speakers when completing e-government tasks, and the effect of document readability/complexity. In contrast with previous work, our results show significant differences between groups of varying language proficiency in terms of objective search performance, time on task, and self-perceived performance and confidence. We also demonstrate that document reading level moderates the effect of language proficiency on objective search performance. The findings contribute to our existing understanding of how English language proficiency affects search for e-government topics, and have important implications for the future development of e-government services to ensure more equitable access and use.     

E-government and citizen's engagement with local affairs through e-websites: The case of Spanish municipalities

As a mixture of new technologies, processes and services oriented to the citizen, e-government has become one of the most important keywords for the public sector reform with proponents claiming that it guarantees transparency, accountability and better communication between local and national administrations and their public. Few if any studies have investigated the factors that might contribute to the establishment of trusting relationship between city councils and citizens. This paper examines the relative importance and significance of three types of information communication technologies (ICTs) towards the use of e-government and the development of civic engagement. We conduct an empirical investigation of 179 Spanish official town websites (web sites in the municipalities). The research findings suggest that implementing ICT not only involves a step towards an increase in the use of e-government services by people, but also provides numerous opportunities for their civic engagement. The main conclusion of this study is that although ICT can leverage the adoption of e-government, it cannot create alone engagement with traditional activities of the local government. What is missing from this relationship is a mediating variable (adoption of e-government by government officers), which in turn can greatly help to better understand how ICT impacts relationships between governments and their citizens.     

公众使用政府门户网站服务的影响因素研究

电子政务系统的成功不仅取决于技术因素,更取决于用户的使用意愿。在理论分析的基础上构建了政府门户网站服务公众接受模型,并通过实证调查的方法对接受模型进行了验证。研究结论发现:主观规范、网络外部性分别在信息处理服务、信息交流服务层面上对公众的使用意愿存在显著影响;自我效能在信息交流服务和信息处理服务层面上对公众的使用意愿产生显著影响;相容性在基本信息服务和信息交流服务层面上得到支持;便利性在三个服务层面上均得到验证;对网络的信任和对政府的信任显著影响感知信任。最后,根据实证结果总结了研究结论,并就政府门户网站服务功能的完善提出了相应的政策建议。     

电子政务服务公民采纳模型及实证研究/FONT

    摘要：提高公民对电子政务服务的采纳意向是促进电子政务发展的重要途径。为了探查我国电子政务公民采纳意向的影响因素,本研究构建了电子政务服务公民采纳模型,并通过问卷方式采集了630个有效样本数据,运用结构方程建模方法对模型进行了检验。研究结果表明：（1）相对优势和相容性、自我效能在三个服务层次上对公民采纳意向均有显著影响;认知度、对政府的信任和感知信任分别在基本信息、信息交流、事务处理服务层上对公民的采纳意向产生显著影响。（2）感知信任的三个前因分别为：对互联网的信任、对政府的信任和认知度。       

Determinants of electronic participation and electronic government maturity: Insights from cross-country data

Utilizing the Technology-Organization-Environment (TOE) theory and the literature on citizen engagement, we formulated a multiple-mediation model examining (1) the TOE contextual factors affecting government’s willingness to implement electronic participation (e-participation) in form of e-information sharing, e-consultation, and e-decision-making in a country and its electronic government (e-government) maturity; and (2) the mediating role of government’s willingness to implement e-participation in a country on the relationships between its TOE contextual factors and e-government maturity. Specifically, we hypothesized that information and communication technology (ICT) infrastructure (representing the Technology context), governance (representing the Organization context), and human capital (representing the Environment context) has both direct and indirect relationships with e-government maturity through the mediating roles of government’s willingness to implement e-participation. Based on archival data from 183 countries, results showed that while ICT infrastructure and human capital were positively associated with government’s willingness to implement e-participation and e-government maturity, governance was not significantly associated with them. Also, government’s willingness to implement e-participation had significant associations with its e-government maturity. Specifically, of three dimensions of e-participation, government’s willingness to implement e-information sharing and e-decision-making were positively associated with e-government maturity, and its willingness to implement e-consultation was negatively associated. Further, government’s willingness to implement e-information sharing, e-consultation, and e-decision-making partially mediated the influences of ICT infrastructure and human capital on e-government maturity. Results also indicated that the relationship of governance with e-government maturity was not mediated by government’s willingness to implement e-participation. Findings contribute to the theoretical discourse on e-government by highlighting the roles of the TOE contextual factors on government’s willingness to implement e-participation and e-government maturity, and provide indications for practice in managing e-government maturity by (1) enhancing government’s willingness to implement appropriate e-participation dimensions; and (2) leveraging the effects of the TOE contextual factors on government’s willingness to implement e-participation and e-government maturity.     

西部地区政府网站建设水平分析

政府网站建设是推进政府信息化的重要方面，在提高政府效率、转变政府职能中发挥着重要作用。随着西部大开发的深入，西部各省区积极推进政府信息化和政府网站建设。本文从“省政府门户网站建设”、“省级政府职能部门网站建设”和“省、地（市）、县（区）三级政府网站的连通性”三方面，运用统计描述、聚类分析和数据包络分析方法，对西部各省区的政府网站建设情况进行了评价和分析。     

基于生态位理论的中国电子政务发展研究

本文借助生态位理论构建研究框架,通过问卷调查采集经验数据测量用户使用政府网站、政务微博以及政务微信后需求获得满足的情况,基于此,比较分析3类政务服务平台的优、劣势和相互关系,并提出电子政务未来的发展策略。研究发现,在这3类政务服务平台中,政务微信最符合当下用户的使用需求;但用户对政务微博的使用更有深度,而政府网站在前两者的冲击下相对处于被动地位。对此,一方面应采用生态位泛化策略,重塑政府网站的主体地位;另一方面要从“重建设”走向“重运营”,协调三者的发展,提高电子政务整体利用率。     

The Myths of E-Government: Looking Beyond the Assumptions of a New and Better Government

In general, rhetoric and myth play important roles in policymaking. Myths may inspire collective action but may also mystify and blur views on reality. In this article we identify, analyze, and reflect on the myths underlying the e-government programs of Australia, Canada, the United Kingdom, Denmark, and the Netherlands. We found that in all national policies myths of technological inevitability, a new and better government, rational information planning, and empowerment of the intelligent citizen can be discerned. Although the mobilizing powers of these myths are acknowledged, we conclude that existing empirical studies have generated little support for the inescapable telos of these myths, which makes canvas cleaning effects of e-government initiatives less likely.     

网络环境下的政府公共服务协同研究评述

网络环境下的政府公共服务协同研究是各国在开展电子政务和提供公共服务过程中的一个新课题,主要从政府公共服务改革研究、协同政府研究、协同政务研究及网络环境下政府的协同服务研究四个方面展开研究.政府协同服务已成为电子政务建设的新趋势和新热点,并将最终导致网络环境下政府协同服务目标的实现.     

The effects of information literacy on trust in government websites: Evidence from an online experiment

Information and communication technologies in use in government systems can bring about expected benefits only when citizens are willing and able to use such systems. Previous studies from various disciplines provided a fundamental understanding of human behavior with technology adoption that focused mainly on the technical and supply sides of this adoption. We argue that it is necessary to move away from an assumption that users form a homogeneous group under the phenomenon of the digital divide. Having conducted an online experiment, this study empirically examined the effects of personal factors, particularly the perceived information literacy, and the perceived information overload, on the user’s perceptions on the usefulness and trust in a government website. We find that the higher an individual perceives one’s information literacy, the more he or she trusts the website, and this is mediated by one’s perceived information overload (negatively) and perceived usefulness (positively). This research provides a more balanced understanding of the behavior of e-government adoption, supplemented with the details of citizen engagement factors, and specifies meaningful practical implications for successful e-government policies.     

Online Versus Offline in the United States: Are the Media Shrinking?

We find that combined revenues for 10 major media in the United States have steadily declined as a proportion of overall economic activity or gross domestic product (GDP) from 1999 to at least 2009 (the latest year for which we have complete data). For individual media, we find a generally consistent pattern in which increasing revenues from Internet distribution are exceeded by declines in revenues from established distribution channels, with the exception of television and video games, whose revenues have so far kept pace with GDP. We also report a marked overall shift from advertiser to direct payment support for the media industries over this period. We consider four possible reasons for these revenue trends: shifts in consumer media usage, reduced appropriability due to more difficult copyright protection, inadequate advertising business models, and reduced costs due to more efficient Internet distribution. Our analysis suggests we may be entering an era of a declining size of media industries in terms of conventional measures, but not necessarily a falling supply of media products themselves.     

The impact of initial learning experience on digital services usage diffusion: A field study of e-services in Lebanon

The initial learning experience is crucial for understanding digital services adoption and usage diffusion. Using a UTAUTv2 model, we explore the effect of process- and content-oriented knowledge on behavioral intentions to use e-government services. The adoption of e-government systems is lower than desired in general and faces considerable resistance in many developing countries. Scholars suggest that more knowledge and better training are critical to increasing adoption and usage rates. We conducted a survey of 262 citizens in Lebanon to investigate how consumers cope with high and moderate levels of complexity during their initial learning experience with a technology-based product. The results show that a moderate degree of content- and process-oriented knowledge about e-government services during an initial learning experience improves usage habits, performance expectancy, effort expectancy, and facilitating conditions. The challenge for service providers is to understand consumers’ learning experience and coping strategies and to provide mechanisms that make the transition to e-services easier and more intuitive. This can be achieved by developing new infrastructure for e-services to facilitate easier access to e-government websites and to improve site performance. Marketers can also develop more effective communications that offer easy and flexible specific steps for using the portal.     

Government as entrepreneur: Evaluating the commercialization success of SBIR projects

Thinking of government as entrepreneur is a unique lens through which to view a subset of government actions. The lens is not a template for an evaluation of government policy; rather, it is a characterization that underscores the government's purposeful intent, ability to act in new and innovative ways, and willingness to undertake policy actions that have uncertain outcomes. Our focus is on the U.S. Small Business Innovation Research (SBIR) program. We argue that the innovative action of government - the innovative use of public resources through the SBIR program to target and support research in small firms - does lessen innovation barriers that cause small firms to underinvest in R&D. However, this government action is subject to entrepreneurial risk, namely the a priori uncertainty that the funded research will result in a commercialized product, process, or service. We quantify the uncertainty that the government accepts in the context of innovation supported by the SBIR program; or stated alternatively, we quantify the probability that a project funded by the SBIR program will fail to commercialize its results. Our empirical results show that the entrepreneurial risk that characterizes the SBIR program is, on average, somewhat more than the probability of failing to get heads on the toss of a fair coin. Importantly, however, our evidence shows that there is a large range in the entrepreneurial risk that the government accepts—across the projects, the predicted probability of failure covers essentially the entire range from 0 to 1.0.     

论政府信息获取对电子政务建设的影响

本文通过电子政务建设与政府信息获取关系的深入探讨,指出电子政务建设必须基于政府信息为所有个人或组织获取利用的前提.当前,政府网站建设的进步与网上信息获取的低效已经限制和影响了电子政务的发展.同时,通过我国政府网站信息获取与利用状况的分析,提出改进措施与对策.     

Users as service innovators: The case of banking services

Many services can be self-provided. An individual user or a user firm can, for example, choose to do its own accounting - choose to self-provide that service - instead of hiring an accounting firm to provide it. Since users can ‘serve themselves’ in many cases, it is reasonable to suspect that they can also innovate with respect to the services they self-provide - possibly without the assistance of service providers.In this paper, we conduct the first quantitative exploration of the importance of services innovation by users, focusing on the field of commercial and retail banking services. We find that 55% of today's computerized commercial banking services were first developed and implemented by non-bank firms for their own use, and 44% of today's computerized retail banking services were first developed and implemented by individual service users rather than by commercial financial service providers. Manual precursors to these services - manual procedures that carried out functions similar to computerized services in our sample - were almost always developed by users as self-services.Our empirical findings differ significantly from prevalent producer-centered views of service development. We speculate that the patterns we have observed in banking with respect to the major role of users in service development will prove to be quite general. If so, this will be an important matter: on the order of 75% of GDP in advanced economies today is derived from services. We discuss the implications of our findings for research and practice in service development.     

How to deal with corruption? Examining the roles of e-government maturity,government administrative effectiveness,and virtual social networks diffusion

The role of e-government in combating corruption is an active area of research in Information Systems (IS). Drawing on the value framework for assessing e-government impact, and grounding our discussion on three theoretical perspectives, namely, (1) technological determinism theory, (2) general deterrence theory, and (3) Habermas’ public sphere perspective, we seek to explore how the diffusion of virtual social networks (VSNs) influences the relationships among e-government maturity, government administrative effectiveness, and corruption in a country. Our analyses based on publicly available archival data substantiate the (1) indirect relationships between e-government maturity in a country and corruption in three branches of its government (i.e., legislature, executive, and judiciary) through government administrative effectiveness, (2) interaction effect of VSN diffusion on the relationship between e-government maturity in a country and its government administrative effectiveness, and (3) interaction effects of VSN diffusion on the relationships between government administrative effectiveness in a country and its corruption dimensions. The key contributions of this research include the establishment of the (1) role of e-government in combating corruption in three branches of the government, and (2) idea of the public sphere in the context of VSN diffusion, and the subsequent exploration of its effects on e-government outcomes of a country.