Managing Interactional Performance in E-Government

Managing Interactional Performance in E-Government

Françoise Simon
Copyright: © 2012 |Pages: 20
DOI: 10.4018/978-1-4666-0116-1.ch009
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Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the literature of media choice and the theory of perceived justice. As such, it examines the interplay of service complexity, media richness, and social cues on individual media preferences. In addition, it presents key factors which lead citizen-users to the perception of a sense of equity through electronic communication. Finally, this chapter concludes by highlighting a number of possible directions for future action.
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From a global perspective, electronic government can be defined as including all ICTs supporting government operations, engaging citizens, and providing government services. Advanced stages of public e-service delivery development usually involve two-way interactions as well as full online transactions, including delivery and payment (Layne & Lee, 2001). According to the conceptual framework proposed recently by Dawes (2009) for considering the future, e-government can further be defined as a “dynamic socio-technical system encompassing interactions among societal trends, human elements, changing technologies, information management, interaction and complexity, and the purpose and role of government” (p. 257). As outlined by Dawes, human elements go far beyond the notions of human–computer interaction to include some key aspects as identity, personal choice, privacy, trust, adjustment and learning, and acceptance of change.

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