University of Twente Student Theses


Exploring Citizens Trust in the Formulation And Adoption of eGovernment : A Comparative Study of the Netherlands and United Kingdom

Sisay, Mohammed Mark Barbah (2010) Exploring Citizens Trust in the Formulation And Adoption of eGovernment : A Comparative Study of the Netherlands and United Kingdom.

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Abstract:A popular vision for eGovernment is of a seamless infrastructure for the electronic delivery of services which enables citizens to communicate, transact and interact with a range of integrated government activities. Such a vision is tied to the notion of joint-up service delivery in which information and communications technologies (ICTs) are used to facilitate the re-engineering of government business processes across agencies and between levels of government. Transforming government service delivery takes place in a complex institutional context. eGovernment practices, so far, have mostly been focussing on internal government processes. Many governments have neglected the effective tapping of the resources from the citizenry. Most eGovernment policies get low priority in the agenda setting. This low attention dampens citizens‘ trust in the area of policies formulated at all levels of government. The question now is how does eGovernment make the relationship between government and citizens‘ better? It is this problem that this research is seeking to address. The use of ICT in the public administration and eGovernment in particular, will undoubtedly provide long term benefits for the community at large and over time will transform relationship between citizens and government. Most of the issues of eGovernment are improve services to citizens and provide public value. eGovernment has become priority for the Netherlands and United Kingdom. There is proof that eGovernment has made productive changes in the delivery of services and building confidence and trust to citizens. Based on a desk study, from the literature review, a frame of reference was developed which helped to answer the research questions and guide to data collection. A qualitative research approach was used to getter better understanding of issues in the Netherlands and United Kingdom. The findings show different ways of implementation in the Netherlands and the U.K. The Netherlands have a participatory approach that starts from the local level with citizens fully involved from the planning to the implementation phase of e eGovernment policies. Hence citizens have more confidence and trust in their local government. On the other hand the approach used by the United Kingdom is top-down approach, where all decisions relating to eGovernment programmes are from the prime minister‘s office, therefore the level of trust in their local government to an extend is in limbo. Nonetheless the two countries have come a long way in their drive to eGovernment initiatives. There is proof that eGovernment increases trust and interactions between citizens and local government. The Netherlands have realized the significant level of eGovernment as compared to the United Kingdom. Therefore, it is clear that eGovernment has transformed the relationship between government and citizens. Though a remarkable list of eGovernment initiatives has been achieved in both countries, still have a lot more can be done to bring eGovernment initiatives forward. Key words: Trust, Citizens, eGovernment, New Public Management, eGovernance, eService
Item Type:Essay (Master)
Faculty:ITC: Faculty of Geo-information Science and Earth Observation
Programme:Geoinformation Science and Earth Observation MSc (75014)
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