영문목차

Preface=xv

Section 1. User-Centric E-Government

Chapter 1. Government ICT Adoption : Global Trends, Drivers, and Barriers : This chapter focuses on the information and communication technologies (ICTs) adoption by governments in various countries. Theoretical models related to information systems and technology adoption are presented in order to understand the various constructs of importance from the adoption and diffusion of innovations perspective. Moreover, this chapter highlights the drivers and barriers to ICT adoption from the government perspective. Furthermore, this chapter provides important information of ICT adoption in different world regions by governments. Future implications and conclusions are provided. / Sujana Adapa [University of New England, Australia]=1

Chapter 2. Municipal Social Media Policy : A Best Practice Model : As social media has become integrated into the public's everyday lives, local governments have started to take advantage of the power of social media as another governance tool to both inform and involve the public in local government. This new tool also introduces a new responsibility for government to monitor and analyze the actions taken on municipal social media sites. For this to be achieved, municipalities must implement a social media policy that addresses the abundant concerns inherent when engaging in social media use. This research indicates the areas that local governments must address in social media policy and offers a best practice approach to completing the task of policy development. / Melissa Foster [Northern Illinois University, USA] ; Yu-Che Chen [Northern Illinois University, USA]=15

Chapter 3. Citizen-Centric Access to E-Government Information Through Dynamic Taxonomies : This chapter focuses on dynamic taxonomies, a semantic model for the transparent, guided, user-centric exploration of complex information bases. Although this model has an extremely wide application range, it is especially interesting in the context of e-government because it provides a single framework for the access and exploration of all e-government information and, differently from mainstream research, is citizen-centric, i.e., intended for the direct use of end-users rather than for programmatic or agent-mediated access. This chapter provides an example of interaction and discusses the application of the model to many diverse e-government areas, going from e-services to disaster planning and risk mitigation. / Giovanni M. Sacco [Università di Torino, Italy]=37

Chapter 4. Technology Design for E-Governance in Nonprofit Organizations : Nonprofit organizations are an important sector of society working to support underprivileged citizens. The operations of nonprofit organizations differ from their organizational size, scope, and application domain. Modern computer systems are quite effective in managing organizational tasks, but the nonprofit sector lacks in technological systems concerning organizational settings. In order to foster a successful use of electronic services, it is vital that computer systems are appropriate according to user needs. The diversity of users and their work practices in nonprofit organizations make it difficult for standardized infrastructure to work optimally in diverse organizational settings. In this chapter, the authors discuss the issues and complexities associated with system design for nonprofit organizations. They analyze important open issues that need to be explored for appropriated technology design in this domain. / Saqib Saeed [Bahria University Islamabad, Pakistan] ; Markus Rohde [University of Siegen, Germany]=49

Chapter 5. User-Centered Designs for Electronic Commerce Web Portals : Websites connect businesses with customers. They are an important medium that facilitates online transactions, a necessity for businesses. The design and usability of an Electronic Commerce (EC) website play an important role in achieving its objectives (Kumar, Smith, & Bannerjee, 2004 ; Marcus, 2005 ; Nielsen, 2003 ; 2005 ; Krug, 2006 ; Cappel & Huang, 2007). Recognizing their importance, design and usability aspects of EC websites have been widely researched in both applied and academic research (Lecerof & Paterno, 1998 ; Lohse & Spiller, 1999 ; Nielsen, 2000 ; Cao, Zhang, & Seydel, 2005 ; Flavian & Guinaliu, 2006 ; Nathan, Yeow, & Murugesan, 2008 ; Nathan & Yeow, 2009 ; Robins & Holmes, 2008). This chapter discusses the recent work with web design and electronic commerce. The importance of usability and user-centered web designs are highlighted. Usability to specific target groups and industries, such as airlines, government, and services portals, are also discussed. Altogether, design guidelines are given for web industries, and recommendations are made for better usability in designing websites. / Robert Jeyakumar Nathan [Multimedia University, Malaysia] ; Norazah Mohd Suki [University of Malaysia Sabah, Malaysia]=59

Chapter 6. Authentication Mechanisms for E-Voting : The e-government paradigm became an essential path for governments to reach citizens and businesses and to improve service and public performance. One of the important tools used in political and administrative venues is e-voting, where ICT tools are used to facilitate the process of voting for electing representatives and making decisions. The integrity and image of such applications won't be maintained unless strict measures on security and authenticity are applied. This chapter explores the e-voting process, reviews the authentication techniques and methods that are used in this process and proposed in the literature, and demonstrates few cases of applying e-voting systems from different countries in the world. Conclusions and proposed future work are stated at the end of the chapter. / Emad Abu-Shanab [Yarmouk University, Jordan] ; Rawan Khasawneh [Yarmouk University, Jordan] ; Izzat Alsmadi [Yarmouk University, Jordan]=71

Section 2. Human-Centered E-Government : Effectiveness and Organizations

Chapter 7. Designing and Implementing E-Government Projects : Actors, Influences, and Fields of Play : In modern times, people and their governments have struggled to find easy, cheap, and effective ways to run countries. The use of Information and Communication Technologies is gaining ground as a means of streamlining public service provision by shifting tasks from the government to its citizens, resulting in reduced government costs, increased public revenues, and greater government transparency and accountability. The new buzzword is e-Government : the use of ICTs by government, civil society, and political institutions to engage citizens through dialogue to promote greater participation of citizens in the process of institutional governance. However, the implementation of such projects is complicated by the reality that while developmental problems in these countries are many, the resources available to tackle them are scarce. In attempting to investigate the interaction between new technologies, information flows, and the complexities of public administration reform in the developing world, this chapter examines not only the interplay of local contingencies and external influences acting upon the project's implementation but also aims to offer an insight into disjunctions in these relationships that inhibit the effective exploitation of ICTs in the given context. / Shefali Virkar [University of Oxford, UK]=88

Chapter 8. E-Government System Design and Port Authorities : A Survey of Approaches and a Case Study Combining Internet and E-Learning Technologies : Port authorities constitute very active organizations that frequently interact with citizens as well as public and private organizations. The employees and administration of port authorities require effective e-government services in order to implement their tasks. The required services should provide effective information flow and collaboration to improve decision making, governance, and integration of all sectors. In this chapter, the authors briefly outline issues concerning the usefulness of intranets in organizations and corresponding services provided to organization employees. They briefly present key aspects of certain recent approaches concerning e-governance and intranets in ports. The authors also present a case study involving the e-government services implemented for Patras's Port Authority in Greece. The specific port authority has a lot of workload because the corresponding port is the third largest in Greece and a main gate to countries abroad. The case study combined Internet-based technologies with e-learning technologies. E-learning services assist employees in acquainting themselves with newly introduced e-government services. Therefore, e-learning may contribute in the successful realization of e-government projects. / Jim Prentzas [Democritus University of Thrace, Greece & University of Patras, Greece] ; Gregory Derekenaris [University of Patras, Greece] ; Athanasios Tsakalidis [University of Patras, Greece]=111

Chapter 9. An Evaluation Framework to Assess E-Government Systems : Evaluating e-government systems is a difficult task involving multi-faceted perspectives. Although a review of the literature discovers several e-government evaluation frameworks, numerous shortcomings still exist. The objective of this chapter is to propose a formative and holistic framework to remedy the current research gaps. The formative position of the evaluation framework ensures the evaluation objective achievement, and the holistic approach ensures completeness and continuity of the evaluation process. The framework can be used as a template for researchers and practitioners to assess e-government projects. The authors demonstrate the applicability and practicability of the framework by applying it to the Korean Government-for-Citizen (G4C) project. / Jaffar Alalwan [Institute of Public Administration, Saudi Arabia] ; Manoj Thomas [Virginia Commonwealth University, USA]=131

Chapter 10. Measuring Effectiveness of an E-Governance System : A Human-Centric Approach : In the era of economic liberalisation, institutions of higher education in the government sector, particularly universities, are facing tremendous challenges in terms of academic, general, and financial administration, which need effective governance. Recently, some of the universities are trying to adopt e-governance as a platform for such a purpose. However, the design of such a system is very much important, as it has to cater to the needs of various stakeholders in the public system. In this context, the effectiveness measurement of such an e-governance system is really necessary either to improve its performance level by re-aligning its organisational culture or by providing inputs for re-designing the system in order to make it more effective. Hence, the performance of such a system can be known if a human-centric approach with multiple criteria of evaluation is considered in the governance environment. This chapter attempts to determine those criteria by multiple factor analyses carried out for the purpose of considering multiple stakeholders. Analytic hierarchical processes as well as fuzzy analytic hierarchical processes have been then employed to measure the effectiveness of e-governance systems along those criteria, taking an Indian university as a case study. / Bijaya Krushna Mangaraj [XLRI School of Business & Human Resources, India] ; Upali Aparajita [Utkal University, India]=148

Chapter 11. E-Voting System Usability : Lessons for Interface Design, User Studies, and Usability Criteria : The authors present a literature review, carried out by searching through conference proceedings, journal articles, and other secondary sources for papers focusing on the usability of electronic voting (e-voting) systems and related aspects such as ballot design and verifiability. They include both user studies and usability reviews carried out by HCI experts and/or researchers, and analyze the literature specifically for lessons on designing e-voting system interfaces, carrying out user studies in e-voting and applying usability criteria. From these lessons learned, the authors deduce recommendations addressing the same three aspects. In addition, they identify for future research open questions that are not answered in the literature. The recommendations hold fore-voting systems in general, but this chapter especially focuses on remote e-voting systems providing cryptographic verifiability, as the authors consider these forms as most promising for the future. / M. Maina Olembo [Technische Universität Darmstadt, Germany] ; Melanie Volkamer [Technische Universität Darmstadt, Germany]=172

Section 3. Case Studies on Human-Centered E-Government

Chapter 12. Designing Online Information Systems for Volunteer-Based Court Appointed Special Advocate Organizations : The Case of Florida Guardian ad Litem : For public organizations, the ability to harness web-based Information and Communication Technologies (ICT) to make information and services directly available to the public has become an important goal. Simultaneously, the use of volunteers by public organizations has become a crucial component of service delivery within the US. Court Appointed Special Advocate (CASA) programs rely heavily upon volunteers to advocate for neglected children. While there is no doubt variation exists across specific CASA programs, their generally ubiquitous reliance on volunteers indicates a need for recruitment, training, and coordination to successfully achieve program goals. While the discussion of User-Centered Design (UCD) factors illustrates issues for consideration, the case study of Florida's Guardian ad Litem (GAL) program more concretely illustrates how a state-level CASA can begin to harness online ICT to achieve programmatic goals. This chapter discusses key information design characteristics needed for online systems to effectively deliver required information to both volunteers and staff. / Charles C. Hinnant [Florida State University, USA] ; Jisue Lee [Florida State University, USA] ; Lorri Mon [Florida State University, USA]=203

Chapter 13. Social Media and Citizen Engagement : Two Cases from the Philippines : Increased access and the convenience of participation to and through the internet encourage connectivity among citizens. These new and enhanced connections are no longer dependent on real-life, face-to-face interactions, and are less restricted by the boundaries of time and space (Frissen, 2005). In this chapter, two cases from the Philippines are documented and assessed in order to look at online citizen engagement. The first case looks at how people participate in promoting tourism in the Philippines through social media. The second case involves their use of social media for disaster response. Previous studies on ICTs and participation in the Philippines have looked at the role of intermediaries (see Alampay, 2002). Since then, the role of social media, in particular that of Facebook and Twitter, has grown dramatically and at times completely circumvents traditional notions of intermediation. The role of Facebook, in particular, will be highlighted in this chapter, and the authors will analyze its effectiveness, vis-à-vis traditional government channels for communication and delivery of similar services. By looking at these two cases and assessing the abovementioned aspects, it is hoped that the use of social media can be seen as an integral part of e-governance especially in engaging citizens to participate in local and national governance. / Charlie E. Cabotaje [Center for Leadership, Citizenship and Democracy (CLCD), University of the Philippines, Philippines] ; Erwin A. Alampay [Center for Leadership, Citizenship and Democracy (CLCD), University of the Philippines, Philippines]=225

Chapter 14. Low Cost and Human-Centered Innovations in Healthcare Services : A Case of Excellence in Italy : This chapter focuses on a change effort for introduction of an e-governance innovation in the operating room management of a medium-sized Italian hospital, which led to higher levels of efficiency and effectiveness at once. The innovative project has made all the stages of the surgical process transparent, highlighting where there is an opportunity to improve overall performance via the introduction of organizational and process innovations. New techniques implemented and the specific factors that led to the hospital's success in achieving improved outcomes at lower costs are discussed. The chapter concludes by highlighting that low cost and human-centricity are amongst the key characteristics of success of this innovation. / Emanuele Padovani [University of Bologna, Italy] ; Rebecca L. Orelli [University of Bologna, Italy] ; Vanni Agnoletti [Morgagni-Pierantoni Hospital Forlì, Italy] ; Matteo Buccioli [Morgagni-Pierantoni Hospital Forlì, Italy]=239

Chapter 15. The Community Manager and Social Media Networks : The Case of Local Governments in Spain : Local governments are increasingly embracing Web 2.0 technologies to encourage the use of means of bidirectional communication to change how they interact with stakeholders, thus providing the greater accountability demanded. Nonetheless, to make Web 2.0 tools efficient, there must be qualified people to operate and supervise the Web 2.0 and social network technologies implemented by local governments. These people, called "Community Managers," play a key role in the implementation of social networks in local government, successfully or otherwise. In this chapter, the authors analyse whether the training and education of community managers in Spanish local governments is associated with the successful use of social networks by these local governments in their interaction with the public. Their empirical study of local government in Spain shows that the position of community manager is mostly held by men who are aged 25-45 years and have a university degree in journalism, performing in addition, tasks such as updating the municipal website or running the press office. / Manuel Pedro Rodríguez Bolívar [University of Granada, Spain] ; Carmen Caba Pérez [University of Aimería, Spain] ; Antonio Manuel López Hernández [University of Granada, Spain]=253

Chapter 16. Kenya E-Participation Ecologies and the Theory of Games : An e-Participation ecology is composed offive elements―actors, contents, traditional culture of participation, existing media skills and practices, and discourses in conflicts (establishment vs. antagonists)―and three macro-dimensions―cultural/traditional, political, and socio-technological-with which the five elements are interacting (Cavallo, 2010). Game theory can be used to understand how a certain actor or a group of actors can develop a successful strategy in/for each one of the three dimensions. Therefore, the concept of Nash equilibrium (Nash Jr., 1950), developed in physics and successfully applied in economy and other fields of study, can be borrowed also by e-Participation analysts/project managers to develop "Win-Win" scenarios in order to increase e-Participation projects' chances of success and consequently reduce e-Participation's "risk of failures," especially in developing countries where they usually occur more frequently (Heeks, 2002). The Kenyan e-Participation platform, Ushahidi, generated a techno-discourse about the rise of African Cyberdemocracy and the power of crowd-sourcing that is probably more relevant than the real impact that these e-Participation platforms had or will have on the lives of normal citizens and media activists. / Vincenzo Cavallo [Cultural Video Foundation, Kenya]=272

Chapter 17. The Effect of Trust on the Continuance Intention of E-Filing Usage : A Review of Literatures : Research on e-government is taking a new phase nowadays, with researchers focusing more to evaluate the continued usage intention by the citizens rather than the initial intention. Continuance intention is defined as a person's intention to continue using, or long term usage intention of a technology. Unlike initial acceptance decision, continuance intention depends on various factors that affect the individual's decision to continue using a particular system, with trust being one for the most important factors. Therefore, this case study aims to examine the role of trust, particularly trust in the system, on continuance usage intention of an e-filing system by taxpayers in Malaysia. The primary discussion in this case study concerns the e-filing system in Malaysia, followed by the strategies for successful adoption of e-government services and the benefits of e-government adoption, concluding with future research directions. / T. Santhanamery [Universiti Teknologi Mara Malaysia, Malaysia] ; T. Ramayah [Universiti Sains Malaysia, Malaysia]=290

Chapter 18. E-Government and Public Service Delivery : A Survey of Egypt Citizens : This chapter aims to better understand what citizens think regarding the currently available e-government public services in Egypt. This is done through an analysis of a public opinion survey of Egyptian citizens, examining citizens' use and associated issues with usage of e-government portals. This chapter is different from existing research in that most of the studies that examine e-government and citizens focus on developed countries. This study focuses on a developing country, Egypt, as an emerging democracy, which has very unique and important challenges in the delivery of public services to its citizens. The results revealed that only gender, daily use of the internet, and the desire to convert all of the services to electronic ones were important factors that affected the use of the Egyptian e-government portal. On the other hand, age, education, trust in information confidentiality on the internet, and believing in e-government did not play any role in using e-government. / Hisham M. Abdelsalam [Cairo University, Egypt] ; Christopher G. Reddick [University of Texas at San Antonio, USA] ; Hatem A. ElKadi [Cairo University, Egypt] ; Sara Gamal [Cairo University, Egypt]=311

Compilation of References=328

About the Contributors=372

Index=381