A Model for Building Trust in E-Government

A Model for Building Trust in E-Government

Stephen M. Mutula (University of Botswana,, Botswana)
DOI: 10.4018/978-1-4666-1740-7.ch016
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Abstract

E-government is a new and complex field which is yet to be clearly understood because of lack of a well developed theoretical framework. E-government provides a platform for different forms of interactions such as business to business (B2B), citizens to government (C2G), government to government (G2G), business to government (B2G), etc. These interactions raise several ethical issues which have implications on citizens’ trust in e-government. This chapter proposes a model for building trust of citizens in e-government. The proposed model is premised on five trust pillars: ethical/human; information/content; technical; policy/legal; and political/governance. Each of these pillars has several dimensions adapted from various existing user satisfaction tools or frameworks such as Service Quality (SERVQUAL), trust formation framework, technology acceptance model, information systems success model, and many more. The chapter also covers history of e-government; models of e-government interactions; e-government trust related models; theoretical basis of trust; causes of distrust in e-government; challenges of applications of ICT in e-government; framework for building trust in e-government; and future trends of trust in e-government.
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Background

E-government, a derivative term from governance, refers to the application of information and communication technology within public administration to optimise its internal and external functions, [thereby providing] government, the citizen and business with a set of tools that can potentially transform the way in which interactions take place, services are delivered, knowledge is utilized, policy is developed and implemented, the way citizens participate in governance, public administration reform and the way good governance goals are met (United Nations Department of Economic and Social Affairs, 2006). E-government may also be perceived as the application of ICTs to facilitate social governance processes or objectives, such as information for political participation, consultation and consensus-seeking among governments, public servants, politicians and citizens (Sheridan and Riley, 2006).

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