The e-Government evaluation challenge: A South African Batho Pele-aligned service quality approach

Over the past decade, governments have embarked on major Information and Communication Technology (ICT) investments in an attempt to take advantage of the benefits of the internet in extending the channels by which services are provided to their respective citizenries. With the increasing reliance on ICTs, one of the challenges facing public sector managers is how to evaluate the success or effectiveness of their ICT investments. Given the citizen-focused objectives of governments, service quality approaches offer a suitable frame for evaluating ICT effectiveness. This paper therefore extends current e-Service quality research into the e-Government domain. The paper reports on the development of a multi-item instrument for evaluating the e-Service quality constructs of an e-Government website in South Africa. The development of this instrument also takes into account the service delivery principles which have been adopted by the South African government viz. the Batho Pele program. The study shows that there are six service quality dimensions applicable in e-Government evaluation, viz. website design, navigation, communication, site aesthetics, information quality, and security. The generic instrument allows practitioners to modify and utilise it according to their needs.     

Trends in information behavior research, 1999-2008: A content analysis

A content analysis of articles published between 1999 and 2008 in the area of information behavior yielded results directly comparable to previous research and demonstrated little change in research methods employed, relative interest in particular user groups, or attention to affective variables. However, interdisciplinarity of the literature has increased, and it appears that the proportions of researchers and practitioners contributing to the literature in this area have reversed: now a majority of authors are researchers. This suggests an increase in scholarly activity in the area, a finding consistent with other recent reviews.     

Collaborative inquiry project-based learning: Effects on reading ability and interests

The academic performance of students has been shown to be associated with reading ability. Inquiry learning can potentially enhance the reading abilities and interests of students. This study verified this proposition by examining the effects of an inquiry approach to group projects on the reading abilities of primary school students. Using a case study design, an inquiry project-based learning (PBL) approach, with the collaboration between three types of teachers and the school librarian was implemented to support the development of reading abilities and interests of students in a primary school in Hong Kong. The participants included Primary 4 students, teachers, and parents. Progress in International Reading Literacy Study (PIRLS) tests were used to evaluate the students' reading abilities; survey questionnaire and interviews were used to examine the participants' perceptions of the inquiry PBL; and the PIRLS survey was used to measure the students' attitudes and self-perceptions. Quantitative and qualitative data analyses showed positive effects on the reading abilities and attitudes of the participating students. Students' attitudes and self-perceived abilities appeared to influence the improvements in reading abilities. Finally, improvements in the students' reading comprehension, reading speed, and vocabulary were perceived. These findings provide evidence and insights to support further implementation of inquiry PBL in primary schools.     

Modernizing Bangladesh public administration through e-governance: Benefits and challenges

More and more public administration emphasizes how Information and Communication Technology (ICT) can be used to support transformational change in governmental functions globally to achieve efficiency and cost-effective service delivery to citizens. Bangladesh public administration employs energies to achieve this goal. Experience in some developing countries has shown that e-governance can improve transparency which leads to, among other things, corruption control and poverty reduction. This article examines the role that e-governance can play in the modernization of public administration for efficient and effective service delivery to the citizens of Bangladesh, as well as its potential to control corruption and reduce poverty. Based on the lessons learned from successful practices in developing countries and literature review, it suggests that e-governance can play a significant role for corruption control and poverty reduction, and thus offers opportunities to cost-effective service delivery to the citizens in Bangladesh.     

Technology, politics, and e-commerce: Internet sales tax and interstate cooperation

Since the advent of the internet, state governments have been challenged to balance the forces of technological change against fundamental decisions about governance and administration. This research examines that balance in the case of electronic commerce and its relationship to state budgets and revenue raised by sales tax. Under the voluntary Streamlined Sales and Use Tax Agreement of 2002, states can cooperate with one another and with sellers to collect sales tax on internet sales, yet only about half the states that levy sales tax have initiated this policy change. This research tests rival explanations for state membership in this interstate administrative agreement and implementation of its provisions from 2003 through 2007. State participation is enhanced by existing technological capacity and frustrated by requirements for shared governance and shared administrative responsibilities. Participation is fostered by more extensive implementation of e-commerce and certain political factors. State fiscal factors and e-Government implementation are not significant. Moreover, state legislative professionalism inhibits state participation in this agreement. These findings have implications for understanding the influence of future technological change on government practices and for intergovernmental relationships weighted toward shared governance.     

The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology

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.     

Reaching for the “cloud”: How SMEs can manage

Cloud computing is an emerging new computing paradigm for delivering computing services. The approach relies on a number of existing technologies e.g., the Internet, virtualization and grid computing. However, the provision of this service in a pay-as-you-go way through the popular medium of the Internet renders this computing service approach unique compared with currently available computing service modalities. This article highlights some aspects of this uniqueness and also explores some of the concerns that might be preventing some companies from adopting it. Notwithstanding these concerns, it is argued in this article that cloud computing is likely to prove commercially viable for many small and medium enterprises (SMEs) due to its flexibility and pay-as-you-go cost structure, particularly in the current climate of economic difficulties. A case study of a cloud experience by a British SME is also presented in this study in order to further highlight the perceived values of cloud computing in terms of cost and efficiency for real small enterprises.     

The research core of the knowledge management literature

A bibliometric analysis and a content analysis were conducted to explore the nature of the knowledge management literature. For the bibliometric analysis, three levels of Bradford analysis were used to examine the shape of the knowledge management literature based on 21,596 references from 2771 source publications. Each of the three analyses conformed to the typical curve of the Bradford distribution. For the content analysis, the texts of 630 knowledge management articles were analyzed to address the question of what research methodologies are used in the knowledge management literature. It was found that 27.8 percent of knowledge management-related articles in knowledge management journals used no identifiable research method. Of the remaining 455 refereed articles, 60 percent employed mainstream social sciences research methodologies. The remaining 40 percent of the articles using an identifiable methodology were characterized by the use of “provisional methods” that appeared to substitute for more formally defined or scientifically based research methodologies.     

Making functional units functional: The role of rhetorical structure in use of scholarly journal articles

Scholars are reading more journal articles than ever, so it is important that they focus on the relevant text within the articles they read. To support this goal, this study explores enhancements to a journal reading system by applying the idea of the functional unit, the smallest information unit with a distinct function within four major components of scholarly journal articles—Introduction, Methods, Results and Discussion. This study examined a set of functional units and their associations with scholarly journal article use tasks through literature analysis and validation surveys. Forty-one typical functional units were found in psychology journal articles, with varying relevance to five tasks requiring use of information in journal articles. The relationships among sets of functional units for particular tasks were also identified. A taxonomy was developed incorporating the relationships between functional units and information use tasks, which can be used to inform system design. Based on this taxonomy, a prototype journal reading environment signalling functional units was designed and implemented for testing.     

On the governance of information: Introducing a new concept of governance to support the management of information

Information governance as an approach to better govern the use of information within and outside an organization is rapidly gaining popularity. A common and scientific ground for this approach has not yet been formulated. In this article the authors describe a definition for information governance, extending the common, one-dimensional approach into a more generic statement. Starting from the well-known principles of IT governance the authors further explore the aspects of both information and governance. Four hypotheses are proposed to give ground to the use of information governance. These hypotheses will be the basis for further research.