M-Government and Its Application on Public Service Delivery

M-Government and Its Application on Public Service Delivery

Vannie Naidoo (University of KwaZulu-Natal, South Africa) and Thokozani Ian Nzimakwe (University of KwaZulu-Natal, South Africa)
Copyright: © 2019 |Pages: 14
DOI: 10.4018/978-1-5225-5984-9.ch001
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Technology has taken over every aspect of society. It is only fitting that governments embrace technological changes in society and develop m-government for the technologically savvy people of today's society. A global change that is transforming the government sector is the use of ICTs to improve service delivery. In this chapter, the following themes will be investigated and discussed: e-government, defining mobile government, different perspectives on mobile government, mobile government in developed countries, mobile government in developing countries, benefits and limitations of mobile government, way forward in implementing mobile government, and future research in areas of mobile government.
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E-Government has been a major breakthrough that has added value to government services and citizens in a country.

E-Government’ refers to the use by government agencies of information technologies (such as Wide Area Networks, the Internet, and mobile computing) that have the ability to transform relations with citizens, businesses, and other arms of government. These technologies can serve a variety of different ends: better delivery of government services to citizens, improved interactions with business and industry, citizen empowerment through access to information, or more efficient government management. The resulting benefits can be less corruption, increased transparency greater convenience, revenue growth, and/or cost reductions (The World Bank Group, 2011).

Brown (2005) argues that Electronic government encompasses all government roles and activities, shaped by information and communications technologies (ICTs). Going well beyond analogies to e-commerce, it encompasses the four domains of governance and public administration: the state’s economic and social programs; its relationships with the citizen and the rule of law (e-democracy), its internal operations and its relationship with the international environment. E-government builds on three evolving forces: technology, management concepts and government itself. It has given rise to several phenomena that are redefining the public sector environment, including the International Institute of Administrative Sciences. Four aspects of e-government have lasting impacts on public administration: citizen-centered service, information as a public resource, new skills and working relationships, and accountability and management models.

E-government, in its broad sense, is the use of information technology to enable or enhance government processes, of which the use of the Internet is only one part (Grant, Hackney, & Edgar, 2010). State of Texas E-government Task Force (2003) indicates that Government activities that take place by digital processes over a computer network, usually the Internet, between the government and members of the public and entities in the private sector, especially regulated entities. These activities generally involve the electronic exchange of information to acquire or provide products or services, to place or receive orders, to provide or obtain information, or to complete financial transactions.

According to the E-government handbook published by Infodev (2002), “e-government is not simply a matter of giving government officials computers or automating old practices. Neither the use of computers nor the automation of complex procedures can bring about greater effectiveness in government or promote civic participation... Understood correctly, e-government utilizes technology to accomplish reform by fostering transparency, eliminating distance and other divides, and empowering people to participate in the political processes that affect their lives.”

Another comment made by Advic et al (2014) is that e-government uses information technology such as WAN, Internet, and mobile computing in order to put public sector jobs at the service of citizens. On the other hand, m-Government uses mobile and wireless technologies such as mobile phones, PDA devices with Internet connection for improving government services and its accessibility to people anywhere and anytime.

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