Increasing trust towards government e-services

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Presentation of the research paper "Increasing trust towards government e-services" for the 21th Annual Conference International Information Management Association (IIMA 2010, www.iima.org) that took take place from 17 – 20 October in Utrecht, The Netherlands.

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Increasing trust towards government e-services

  1. 1. Presenters: Ana Meskovska Vangelica Shapardanovska Utrecht, October 2010 IIMA 2010 Student Consortium E-business department Faculty of Economics Ss. Cyril and Methodius University, Macedonia
  2. 2. IIMA 2010 Student Consortium Slide 2 Increasingtrusttowardsgovernmente-services  Authors  Ana Meskovska  Vangelica Shapardanovska  Elena Janevska  Nina Lekovska  E-business Management department, Faculty of Economics, Ss. Cyril and Methodius University, Macedonia  Research topic - Increasing trust towards government e-services
  3. 3. IIMA 2010 Student Consortium Slide 3 Increasingtrusttowardsgovernmente-services CONTENT  Introduction  The e-service concept  The challenges and trust issue  Business process reengineering approach for increasing trust in e-services  The impact of e-services  Conclusion
  4. 4. IIMA 2010 Student Consortium Slide 4 Increasingtrusttowardsgovernmente-services The purpose of our research  Research trigger  The global trust issue towards government e- services  Questions addressed in the research  Why is Trust an issue?  How to overcome this issue?  Practical contribution of this research  For Government institutions
  5. 5. IIMA 2010 Student Consortium Slide 5 Increasingtrusttowardsgovernmente-services Introduction  Rapid increase of proliferation of electronic services, due to information technology development  Extension of the Internet focus from e-commerce to e-services  E-services are all about consuming services and providing benefits of:  Time-saving  Cost reduction  Increased efficiency and effectiveness  Increased user satisfaction
  6. 6. IIMA 2010 Student Consortium Slide 6 Increasingtrusttowardsgovernmente-services Types of e-services  E-services that DO NOT have critical impact on our lives or business  e-mails, social networks, chats, blogs, collaboration workspaces…  E-services that HAVE crucial impact on our lives, private and business wise  e-banking, e-procurement, e-auctions, e-government, e- healthcare…  TRUST - Crucial aspect in the decision whether to use e-service or not
  7. 7. IIMA 2010 Student Consortium Slide 7 Increasingtrusttowardsgovernmente-services E-Government services  The concept of e-government is applied in the bigger part of the world  governments embrace the new opportunity of providing their services and employ this concept in their governance,  users don’t show the same level of acceptance
  8. 8. IIMA 2010 Student Consortium Slide 8 Increasingtrusttowardsgovernmente-services Citizens using the Internet and e-Government (1/2) Figure 1. Percentage of citizens using the Internet and e-Government (Source: Eurostat 2009)
  9. 9. IIMA 2010 Student Consortium Slide 9 Increasingtrusttowardsgovernmente-services Citizens using the Internet and e- Government (2/2)  Overall progress in citizen e-government use between 2004 and 2008:  4% - 7% for EU15  3% - 4% for EU12  Usage of internet significantly grows  Flat-ling in citizen usage of governmental e- services
  10. 10. IIMA 2010 Student Consortium Slide 10 Increasingtrusttowardsgovernmente-services
  11. 11. IIMA 2010 Student Consortium Slide 11 Increasingtrusttowardsgovernmente-services The challenges and TRUST issue  Why is trust an issue:  involvement of sensitive and personal information  risk from disclosure and misuse of important information and documents  absence of physical contact, visual communication and tangibility  Complexity of the trust issue  One of the challenges in solving the trust issue – alignment of internal organization and practices with the e-solution i.e. the offered e-service
  12. 12. IIMA 2010 Student Consortium Slide 12 Increasingtrusttowardsgovernmente-services Our proposal (1/2)  Business process reengineering approach for increasing trust in e-services  Customer centric approach  Redesign and reorganize from functional- oriented to more user-oriented approaches  Integration of organizational and IT perspective at strategic and operative level as a crucial success factor
  13. 13. IIMA 2010 Student Consortium Slide 13 Increasingtrusttowardsgovernmente-services Our proposal (2/2)  E-participation  Regulatory impact assessment (RIA)  Empowering relationship with government in following main areas:  service design and delivery  workings and arrangements of the public sector and public governance  public policy and decision making  Holistic approach to e-government concept
  14. 14. IIMA 2010 Student Consortium Slide 14 Increasingtrusttowardsgovernmente-services The impact of eServices (through practical example) oFor the public sector: • Increased transparency • Money savings • Time saving • Standardizes work procedures… oFor the business: • Simplified flow of information • Bidding cost reduction… oFor the society: • Increased trust in public sector • Reduced potential for corruption BENEFITS
  15. 15. IIMA 2010 Student Consortium Slide 15 Increasingtrusttowardsgovernmente-services Conclusion  Applicability of innovations, new approaches, discoveries, mainly depends on TRUST  Sensitivity of data included in e-government services, increases the level of trust needed  Modeling e-government services with customer in the center
  16. 16. Ana Meskovska anameskovska@gmail.com Vangelica Sapardanovska vsapardanovska@gmail.com Elena Janevska elena.janevska@gmail.com Nina Lekovska nina.lekovska@gmail.com

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