Abstract
Too often, citizens view government as hopelessly ineffective and lacking in skill to deliver services in the same way that a bottom-line-focused private-sector business is able to effectively do. This view often informs a marked decline in political participation and a lack of confidence in the ability of public-sector agencies to effectively and efficiently solve problems (Hetherington, 1998; P. Norris, 1999). As a response, contemporary public administrators have been tasked with government “reinvention” as a way of increasing bureaucratic effectiveness and efficiency (Osborne & Gaebler, 1992). Some scholars have begun to view information technology as a critical component for creating a more capable government, one capable of providing better service and thus increasing citizen confidence in public-sector management (Norris, 2001). Electronic government (e-government) has in recent years attracted much attention as scholars have suggested that by leveraging cutting-edge information technology, government may reap benefits of increased efficiency, effectiveness, and citizen communication with public-sector agencies (C. Chadwick & May, 2003; Ho, 2002; Melitski, 2001; West, 2004). E-government can be defined as the implementation of information technology to supply services between public-sector agencies and citizens, businesses, employees, and other nongovernmental agencies (Carter & Belanger, 2004). E-government offers potential impact on the business of government in two fundamental, yet crucial, ways: by improving service delivery, including costs, and by improving communication between citizens and government (Fountain, 2001). Participatory forms of e-government, such as online public hearings or e-voting, are less common than informational uses or online transactions, such as tax e-filing. Carter and Belanger note that public-sector agencies at all levels of government have leveraged e-government applications to foster buying goods and services, the dissemination of critical information, and the acceptance of bids and proposals (General Accounting Office [GAO], 2001). Arguably, both the public sector and the citizenry benefit from the implementation of e-government services. As public-sector agencies reduce costs and improve efficiency, citizens receive quicker, better aligned services from a more focused and streamlined government (Kettl, 2000).