Catalogues of failure factors and descriptive accounts of failures are relatively easy to find in the information systems (IS) literature as are studies of IS success or technology adoption. In... Show More

Catalogues of failure factors and descriptive accounts of failures are relatively easy to find in the information systems (IS) literature as are studies of IS success or technology adoption. In contrast, in-depth studies of failure are rare. What is more, most of the research into IS failure and success uses a positivist approach - two widely cited examples of the latter being the Delone and McLean IS success model and the Unified Theory of Acceptance and Use of Technology. Given this, an interesting question is whether an interpretivist approach can uncover aspects and causes of failure that might not be visible when viewed through a positivist lens. This paper seeks to answer this question by examining a failed e-government system in Flanders (Belgium) using Sauer's Information Systems failure process model. The analysis suggests that this model, and more generally an interpretivist approach, can provide a richer and more insightful understanding of the causes and the process of failure.

Governments and public administrations face multiple challenges and opportunities for innovation in the area of public services – created by ongoing ICT developments and shifting service demands... Show More

Governments and public administrations face multiple challenges and opportunities for innovation in the area of public services – created by ongoing ICT developments and shifting service demands among citizens. Citizens experience advantages of ICT-driven services in all areas of life and request these advantages in their communications and interactions with public administrations. Therefore, public administrations must be aware of these and, more important, future demands to develop future services that are responsive to citizens' needs. As there is a lack of current data, the aim of this article is to identify citizens' demands, characteristics and framework conditions for future public services and public participation services based on data collected in a real-time Delphi survey of expert citizens. The results provide public service providers with initial insights into citizen characteristics that have a strong impact on citizens' demands—housing situation, size of municipality and age—and important framework conditions, e.g., the internet.

Organizational citizenship behavior (OCB) and perceived organizational support (POS) have been explored extensively in the literature. highlights the need for more Information Systems (IS) research... Show More

Organizational citizenship behavior (OCB) and perceived organizational support (POS) have been explored extensively in the literature. highlights the need for more Information Systems (IS) research in this area. In this study the authors explore how technological advancements have improved the online tax filing process in the United States. In particular, we administered a survey to 102 Volunteer Income Tax Assistance program (VITA) Site Coordinators to explore the role of OCB and POS on user perceptions of e-filing system success. The results and implications for research and practice are discussed.

Social media use is on the rise throughout the world. Influenced by this trend, governments of all levels and sizes are establishing their social media (like Facebook) presence due to the... Show More

Social media use is on the rise throughout the world. Influenced by this trend, governments of all levels and sizes are establishing their social media (like Facebook) presence due to the communication and interaction capabilities that such a presence brings. This study examines and explains the social media presence of Turkish local governments from a usability perspective. Usability studies provide governments with important empirical data about the citizens'/users' view/perception of the efficiency, effectiveness and satisfaction of web-based content. Consequently, there is a need for usability testing of government social media services.The analysis of local government social media sites through scientific usability methods, such as expert review, guidelines and eye-tracking, reveals the strengths and weaknesses of government social media services in terms of usability. The study concludes with specific recommendations for improvement of government social media presence, which are applicable, to a great extent, to governments of all levels and sizes in Turkey and elsewhere.

A focus of daily life in the UK now revolves around the adoption of technology and the impact of Internet based technology raises issues of the digital divide, knowledge divide, social empowerment... Show More

A focus of daily life in the UK now revolves around the adoption of technology and the impact of Internet based technology raises issues of the digital divide, knowledge divide, social empowerment and socio economic effects. This paper focuses on the impact of the UK government's policy, ‘digital by default', on individuals with limited IT skills living in an area of deprivation. Following a review of prior research, the paper analyses data from semi structured interviews with progression support workers in their roles supporting individuals in their use of computers to find employment. Research results identify barriers inhibiting individuals from using IT and the discussion reflects whether the inclusion of concepts of Rogers' Diffusion of Innovations theory into the design of the ‘digital by default' policy has the potential to address the digital divide. The Conclusion draws on the research results to recommend a revised policy strategy.