1. 1 E-government Challenges: A Socio-technical Perspective Gohar Feroz Khan & Prof. Junghoon Moon School of Management Science, ITTP, Korean Advance Institute of science & Technology. June 25, 2010 Prepared for Second Conference of Innovation and Development (CID) “Knowledge, Society and the Role of Government” June 24-25, 2010 Seoul National University, Korea. http://www.politicalenemy.com/main_v2/Worshop2.html

3. Due to E-government Benefits (World Bank, 2001) and (Ndou, 2004) Developing countries are mimic e-gove.

4. However, e-government initiative is not always been successful in developing countries; 50% failed (Heeks, 2003).

5. Why?-- Challenges

6. What does literature say about the challenges?

7. Provides enough details BUT Static Picture

8. Does not concern socio-technical aspect Goal Literature TF Challenges Conclusion

10. Analyze the challenges in light of Socio-technical theory: technology, society, and human aspect based on e-government stage development.

11. Assign weights and priorities to the success factors based on their role and criticalityGoal Literature TF Challenges Conclusion

13. Theories used,

14. Research methods employed and

15. Results that were obtained.

16. Each challenge will be analyzed from three dimensions:

17. Technology,

18. Organization, and

19. Human

20. using staged wised approach i.e. challenges will be analyzed with respect to the stages of e-government. As, challenges at each maybe different.

21. Based on the importance or criticality a weight will be assigned to each.Introduction Goal Method TF Challenges Conclusion

23. 6 Literature Review: Socio-technical Theory Introduction Goal Literature TF Challenges Conclusion

25. Website established

26. Email, Static information

27. Two way communication

28. online forms,

29. Payment of bills, fee etc

30. One stop shopLayne and Lee, 2001; Silcock, 2001 and Deloitte and Touche, 2002; UN, 2002; Reddick, 2004; Henriksen, 2006; Henriksen, 2006

31. 8 Literature Review: e-government Challenges Introduction Goal Literature TF Challenges Conclusion Carter and May, 2001; Heeks 2003; Ndou, 2004; Chen, Y.N et al, 2006; Gebremichael and Jackson, 2006.

32. 9 Theoretical framework (TF) Human Organization Introduction Technology Goal Socio-technical Theory (Level of Analysis) Literature TF Challenges Conclusion Challenges Transactional Initial Integration Stages of e-government Development

34. Citizens

35. Government Employees

36. Private sector Employees

37. Skills

38. Trust

39. Privacy

40. Cultural Issues

41. Awareness

42. Ethical responsibility

43. Affordability

44. Behavioral issues e.g. behavioral conflict

45. Environmental issues e.g. Civil Conflict

46. Demographic factorsIntroduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion

47. 11 E-government Challenges: Human (users) Skills E-Skills: “The set of skills, knowledge, and concepts that are needed for effective consumption—access, locate, operate, manage, understand, and evaluate—of e-services provided in different stages of e-government.” (Khan et al, 2010, pp.8) Method: Delphi study Introduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion

48. 12 E-government Challenges: Human (users) Skills Introduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion

49. 13 E-government Challenges: Human (users) Skills Introduction Introduction Table 1E-government skills required by Citizens, public, and private sector employees System Design Goal Conclusion Literature TF Challenges Conclusion G.Feoz Khan et al, 2010

51. Behavioral conflict

52. Behavioral (or inner) conflict is “actual or perceived opposition of needs, values, and interests which is internal (within oneself) to individuals” Argyris,1957 (pp. 47-54), where one must choose whether or not to take a particular course of action (Thomas,1992).

53. People use a technology based on their needs, interest, relevance (Srite & Karahanna, 2006; Selwyn et al, 2005).

54. Citizens use intention increase as behavioral conflict decrease; If an e-government service provided online is according to needs , values, and interest citizens would be more aware of it (khan et al, 2010).

55. Method: Survey Method, 360 Subjects, PLS statistical toolIntroduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion

57. Civil Conflict:

58. Civil conflicts are clashes of interest and expressed struggle between groups for political dominance who have mismatched goals and interests (Dmitriy and Herschel, 2000)

59. Civil conflict Negatively affect the relationship between e-service access and use intention.

60. Civil conflict Negatively affect the relationship between e-service access quality and use intention.

61. In conflict zones government website high on cultural contents (e.g. Color, photos, and local language) positively affect use intention

62. Under the influence of civil conflict e-service use intention increases for the people having high e-skills Introduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion (Khan et al, 2010)

64. E-service access

65. Resource availability and convenience of access

66. E-service access quality

67. Timeliness (speed), Trust, and Stability

68. E-service access Skills

69. Technical and applied e-skills

70. Social Divide:

71. E-service Awareness

72. Knowledge of e-gov services availability

73. E-service Social Support

74. Technical assistance and emotional reinforcement from friends and family

75. E-service Culturability

76. National colors, pictures, and local languageIntroduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion Khan, et al, 2010)

78. Change management: Organizational skills to deal with migration from paper based government to paper less government.

79. Changing mind set

80. Changing processes

81. Changing routines

82. These issues are crucial for public organization to possess due to:

83. Lack of leadership

84. Resistance to change

85. Lack of knowledge about e-government

86. BeaurocracyIntroduction Introduction System Design Goal Conclusion Literature TF Challenges Conclusion

87. Time table Introduction Goal Literature TF Challenges Time Table Conclusion 18

89. Every country faces certain unique challenges while most of the challenges are universal.

90. Most part of challenges of e-government is social and not technological.

91. Conflict regions Negative effect on Access and Quality

92. Culturability of e-gov. website issues

93. E-skills crucialIntroduction Goal Literature TF Challenges Time Table Conclusion 19

94. 20 Thank You! Comments and Suggestions