Electronic Government, an International Journal (14 papers in press)

Regular Issues

• Security Knowledge Representation of e-Government Data Centre Through Ontology  
  by Saibal Sarkar, Suvrojit Das 
  Abstract: Security knowledge is the heart of an e-government data centre. The knowledge refers to information gained through learning and experience. It is well known that security requirements of a community data centre are changing rapidly which are mostly formless and lack formal representation yet. It is therefore, felt essential to have a model for a community data centre that can support knowledge sharing and reuse in an explicit and mutually agreed manner. We have developed a security knowledge-based, ontology-centric framework for e-government data centre. Our framework that demonstrates correlation between high-level policy statements based on information system security standards and deployable security controls which are implementable and the objectives are achievable. This framework may support security expert activities with respect to security requirements, application and management of respective security controls and their countermeasures. We have tried to implement our model in a neutral manner.
  Keywords: Security Information; Knowledge Representation; Ontology-centric framework; e-Government Data Centre; Security-ontology.
  DOI: 10.1504/EG.2020.10027348
   
  
• Social Media Ranking for Local Governments in Indonesia  
  by Nur Rakhmawati, Abi Abadi, Tubagus Pramono 
  Abstract: Social media is a bridge of communication between government and its citizen One of the efforts made by Indonesia government through the Ministry of Administrative Reform and Bureaucracy Reform in 2012 that issued Guidelines for Utilisation of Social Media Government Agencies In order to assess social media of 548 local governments in Indonesia, we develop a daily ranking system There are 10 criteria that are calculated for determining a final score of social media of a local government Those criteria belong to Facebook, Twitter and Youtube Our system also provides a user interface for displaying a monthly ranking and a trend of daily social media of each of local government Further, the ranking results are divided into seven clusters to group the local government The largest cluster of local governments has a small number of Twitter follower and Facebook Fans.
  Keywords: ranking; government; Indonesia ;social media.
  DOI: 10.1504/EG.2020.10028498
   
  
• Development of Hybrid Quality Function Deployment-Analytical Process Network (QFD-ANP) Framework for E-Services Improvement Strategy Formulation  
  by Achmad Nizar Hidayanto, Nilam Amalia Pusparani, Betty Purwandari, Meidi Kosandi, Nur Fitriah Ayuning Budi, Suryana Setiawan 
  Abstract: This study aims to develop a framework that can be used in analyzing the quality of e-services and formulating strategic steps. The research method used is mixed method. The proposed framework is a combination of Quality Function Deployment and Analytical Network Process (QFD-ANP). The study used questionnaires to determine the quality of e-services which then would be translated into QFD-ANP for negative-value dimensions. The resulting framework is applied to case studies, that is e-services in the Directorate of Licensing and Fishermen Affairs. The final outcome of the case study is a priority sequence of strategies for improving the quality of e-services comprising of 7 (seven) steps: e-services application training for service providers, setting competency standards for service personnel, simplifying features, make the service provider SOP, update user manual, improving the service receiver's SOP, and providing communication facilities through special features in e-services.
  Keywords: e-services in government; service quality; Quality Function Deployment; Analytical Network Process; hybrid QFD-ANP.
  DOI: 10.1504/EG.2020.10028550
   
  
• The impact of citizen perceived value on their intention to use e-government service: An empirical study  
  by Taqwa Hariguna, Untung Rahardja, Athapol Ruangkanjanases 
  Abstract: The purpose of this study was to integrate citizen perceived value into an expectation-confirmation model (ECM) to explain their intention to use e-government services. Integrated models were shown through empirical data, after reviewing ECM and citizen perceived values. The findings of this study indicated that ECM integrated with citizen perceived value tends to provide a concerted solution to clarify the factors and its influence on citizens intention to use e-government services. This study used online survey of 632 e-government experienced participants with the structural equation modeling approach to test the research model.
  Keywords: Citizen perceived value; expectation-confirmation theory; e-government; citizen intention use e-government service.
  DOI: 10.1504/EG.2020.10028551
   
  
• DETERMINANTS OF THE CITIZENS’ USAGE OF ELECTRONIC PUBLIC SERVICES IN THE REPUBLIC OF MACEDONIA  
  by Marina Mijoska, Kalina Trenevska Blagoeva, Borce Trenovski 
  Abstract: Higher utilization of e-Government services has multiple impact on wellbeing of citizens and businesses. This paper identifies the factors that determine users’ adoption of e-Government services in the Republic of Macedonia. The research model, defines several constructs (perceived ease of use, perceived usefulness, compatibility, interpersonal influence, external influence, self-efficacy, facilitating conditions, attitude, subjective norms, perceived behavioural control, demographic factors) that can influence intention to use e-Government services. Relationships between constructs proved to be significant after analysis of the survey results: attitude towards usage is strongly and significantly influenced by the usefulness and ease of use of the e-Government applications as well as by compatibility with the way of work. Subjective norms are significantly affected by interpersonal influence, and by external influence, as well. Self-efficacy is significantly influencing control over usage of e-Government applications, while perceived behavioural control was not significant for our sample.
  Keywords: e-Government; Electronic Public Services; e-Government adoption; Republic of Macedonia.
  DOI: 10.1504/EG.2020.10028670
   
  
• Process-Oriented Knowledge Management and Learning in Public Administrations  
  by Guglielmo De Angelis, Andrea Polini, Barbara Re, Antonia Bertolino, Andrea Sergiacomi 
  Abstract: The capability to easily access and acquire knowledge is a key enabler for complex organizations that need to adapt to frequent changes of their operative contexts. These changes generally challenge workers that need to acquire new competences and skills. Such a situation is particularly evident in Public Administrations that nowadays are undergoing complex re-organizations in order to implement new regulations, and to deliver simplified services to both citizens and enterprises. This paper reports the insights gained in assessing the effectiveness of a novel knowledge management and learning approach, which was developed within a project financed by the European Commission. The approach, which is supported by a modular software platform, leverages enterprise related models to organize knowledge and make it available for learning purposes according to different paradigms. A validation, by means of a comparative study against more traditional learning paradigms currently in use within Public Administrations, is reported.
  Keywords: Business Process; knowledge management; evaluation experience; e-learning platform; organisational change; workplace learning.
  DOI: 10.1504/EG.2020.10029669
   
  
• Motives to use online news and the impact on satisfaction with the government and vote choice  
  by Mumtaz Aini Alivi, Akmar Hayati Ahmad Ghazali, Ezhar Tamam, Nizam Osman 
  Abstract: Online news plays an important role in determining vote choice. The aim of this study is to examine motives to use online news sites and their impact on satisfaction with the government and vote choice. A sample of 700 registered voters in Klang Valley, Malaysia, participated in this quantitative study. A partial least squares structural equation modelling (PLS-SEM) analysis revealed that “social utility” and “personal fulfilment” play a significant role in determining satisfaction with the government. The motive of “guidance” shows a negative effect on satisfaction with the government, which supports the hypothesis that the more people surf online news for guidance, the more they will be dissatisfied with the government. However, surprisingly, “information-seeking” was not found to be significantly correlated with satisfaction with the government. Finally, satisfaction with the government, as a variable, was found to have a positive impact on vote choice.
  Keywords: online news; new media; gratification motives; satisfaction with government; vote Choice.
  DOI: 10.1504/EG.2021.10029855
   
  
• Structural Understanding of Electronic Government Websites: A Systematic Literature Review  
  by Norshidah Mohamed, Mas Bambang Baroto, Batiah Mahadi, Hanif Haghshenas 
  Abstract: This paper advances understanding of electronic government and reports a systematic literature review of electronic government websites. The review includes studies that appeared in the literature after 2000 since starting in that year, several electronic government stage models and insights into electronic service quality were offered. Five themes were synthesized: perspectives of medium quality, evaluation measurement (usability measurement), comparison and benchmarking of electronic government website development, citizen visitation and engagement, and government-citizen relationship. The originality of the research lies in structuring understanding of such website during public service delivery, elucidating the importance and subjective role of the medium by synthesizing the literature and demonstrating what is known about electronic government websites, and what direction needs to be further established.
  Keywords: electronic government website; systematic literature review; service quality; public services.
  DOI: 10.1504/EG.2021.10030421
   
  
• Development of a Framework for Collaborative and Personalized Voice Assistant  
  by Sangeetha Manoharan, Parth Natu 
  Abstract: Virtual Assistant is an Artificial Intelligence (AI) system that understands natural voice commands and completes the task for the user. Most popular voice assistants are Amazon Alexa and Google Assistant which is primarily cloud based services are often at the risk of security breaches. In this paper, a novel Collaborative Personalized Voice Assistant with the ability to interface hardware components for an interactive environment is proposed. The proposed assistant takes the users’ voice input as the query and processes it using a Natural Language Processing (NLP) unit which generates intents from the converted text. If the query is related to requesting information, the NLP passes to Google Assistant which gives an appropriate answer as the voice input and/or a query related to controlling hardware objects , will be pass on to Amazon Alexa. To demonstrate the assistant, a Servo Motor is used which controls the movement of an LCD Display.
  Keywords: Artificial Intelligence; Natural Language Processor; Recurrent Neural Network; Voice Assistant.
  DOI: 10.1504/EG.2021.10030774
   
  
• EXPLORING CRITICAL DIMENSIONS FOR MEASURING SERVICE QUALITY IN GOVERNMENT TO EMPLOYEE (G2E)  
  by Francisco Javier Miranda González, Marisol Janita 
  Abstract: The main objective of this article is to identify the dimensions or characteristics that a university service portal must have if it is to be considered by its employees as high quality. To achieve this objective, a qualitative study was carried out using the Delphi method and there was a subsequent quantitative study among lecturers from different Spanish universities. The four dimensions identified in our study (security, speed of access to useful information, interactivity and enjoyment) confirm that the quality of electronic services, in the Spanish university context, is a multidimensional construct. The study presents the implications of the results for researchers in the field and for managers in the public sector.
  Keywords: E-services; e-government; G2E; university portals; service quality.
  DOI: 10.1504/EG.2021.10030776
   
  
• Website Performance: Evaluation in Ngawi District Government Websites  
  by Yuyun Purbokusumo, Wen-Hsien Tsai, Rudy Sulisdana, Hui-Chiao Chen, Anang Dwi Santoso 
  Abstract: The paper uses website development to examine the performance and determinants of e-Gov at the local government level. Content analysis was used in determining website performance with respect to usability, service, citizen participation and content, while a survey of 235 webmasters was used to identify the determinants of website performance and relationship among them. Research findings showed that website performance took three forms: high, medium, and low. Regulatory support, website management and database management had positive and significant influence on website performance, while quality of human resource and supporting technology had positive and significant influence on website performance but mediated through website management and database management. This research tries to fill the missing gap in literature by delving into the perception of webmasters of website management on the level of performance and determinants of website performance.
  Keywords: e-Gov; website; Internet; human resources; technology.
  DOI: 10.1504/EG.2021.10030832
   
  
• User Satisfaction on SMK (Sistem Maklumat Kastam / Customs Information System) by the Royal Malaysian Customs  
  by Ramesh Kumar Moona Haji Mohamed, Jun Ian Fung, Zi Hui Khor, Huey Ying Lau, Chee Chung Lee, Mei Jing Lew 
  Abstract: System Maklumat Kastam (SMK) also known as system e-permit, which this system was initially brought up and used Malaysia wide by Royal Malaysian Customs in the year 2006 The purpose of this research is determined the effect of technology readiness and acceptance of Sistem Maklumat Kastam (SMK) among the customs officers in Royal Malaysian Customs A quantitative data analysis was executed. There were 106 samples was collected from the target population and it is good enough to test the research model because the G power software calculated 92 samples size Smart PLS version 3 2 6 was used to test five hypothesis Through this study, the researchers found that innovativeness, discomfort, and insecurity affected the custom officers' perceived ease of use and satisfaction towards the SMK systems except optimism Manager implication, future research study and the limitation of the study was discussed in detail.
  Keywords: Optimism; Innovative; Insecurity; Discomfort; Perceived ease of use; and User satisfaction.
  DOI: 10.1504/EG.2021.10030833
   
  
• Factors Affecting Employees' Adoption of E-Government in the Iraqi Public Education Sector  
  by Khalid Alminshid, Mohd Omar 
  Abstract: Adoption and use of technology services can contribute positively to development. However, many developing nations, such as Iraq, have not been qualified to exploit advantages of these services. E-government projects are still inadequate in this country. Scientific research that attempts to solve e-government problems is lacking. This research objective is to identify and evaluate the factors that drive an employee's decision to accept or reject e-government services in the Iraqi public sector. The sample consisted of employees of the Department of Education of Suq Al-Shuyuk, in southern Iraq. The questionnaires were distributed to 300 employees, but only 273 responses were collected. Extended technology acceptance model and SPSS were employed to conduct statistical analyses for the factors chosen based on earlier studies and related works. The outcomes showed that trust on the Internet and perceived usefulness strongly affect employee acceptance, whilst trust in the government has less effect.
  Keywords: e-government; adoption; Ministry of Education; Iraq; TAM.
  DOI: 10.1504/EG.2021.10030919
   
  
• Improving the performance of Boiler through usage of ISM Technique and Green Supply Chain Management Practices for a Fertilizer Industry  
  by Manjeet Singh, C.S. JAWALKAR, Suman Kant 
  Abstract: Incredible development opportunities exist throughout the supply chains; which can, leading to heavy gains in terms of both monetary and ecological means. Fertilisers perform a major task in meeting the challenge of starvation and need of food for existence of humans. Pollution is caused while manufacturing the fertilisers, mainly due to non-environmentally friendly practices and it leads to un-sustainable growth. Through the findings presented herein, 12 important drivers that govern the performance of the boiler, which is a key element in the production of fertiliser has been made. Interpretive structural modelling (ISM) technique and matriced impacts croises-multiplication applique and classment (MICMAC) methodology has been used. Government regulatory systems, quality of staff at the boiler operation and social responsibility for green boiler operations are the key drivers found through the analysis. Which would further assist managers in execution of the GSCM system.
  Keywords: Keywords: Green Supply Chain Management; Boiler; Fertilizers; Supply chains; ISM and MICMAC.
  DOI: 10.1504/EG.2021.10030920