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Top1. Background
Electronic government (or e-government) is the utilization of technologies, especially Information and Communication Technologies (ICTs), to better interact with citizens and to improve the provision of services offered by government agencies. E-government pledged citizens with an increase in government’s efficiency, transparency and legitimacy (Gordon, 2002; Abu-Shanab, 2013; Nepal et al., 2015).
By providing easy access and service delivery, engaging with e-government can influence several sides such as productivity, performance, support for services, skill development, behavior change, feedback and useful abstraction of raw data (Alloghani et al., 2017; Abu-Shanab, 2017; Bista et al., 2014). The successful collaboration between citizens and the governments, in the form of partnership, leads to co-operation or we-government concepts (Deterding et al., 2011; Bista et al., 2012). Such transformation incentivizes citizens to be active and contribute as an equal partner in public service delivery.
The development of the social web has influenced the way e-government works, how it implements its services and policies, and what are the social considerations related to each step it takes. The social web expanded the reach of e-government in delivering rich public services through a multi-channel strategy. Rich technologies attract citizens to be active participant in service delivery choices and policy formulation (Gordon, 2002; Nepal et al., 2015; Khasawneh & Abu-Shanab, 2013). Governments can use social media to reach for citizens by answering any question through an informal channel that is closer to citizens (Saulles, 2011).