This document summarizes a presentation on increasing trust in government e-services. It was presented by four students from the E-business department of the Faculty of Economics at Ss. Cyril and Methodius University in Macedonia. The presentation discusses the challenges of low trust in e-government services and proposes a business process reengineering approach with a customer-centric focus to increase adoption. This would involve redesigning services from a user perspective, integrating organizational and technical aspects, and empowering citizens in service design, policymaking and governance. The benefits of improved e-services are highlighted through increased transparency, cost savings and reduced potential for corruption.
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. 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. 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. 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. 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. 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. 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. 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
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. 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. 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. 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. 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