Public e-service framework towards sustainable service delivery

E-service enables citizens to interact and receive services from most government agencies which are convenient, dependable, and less costly. To promote efficient and effective service delivery, the Malaysian government is targeting zero face-to-face service delivery with 90% of all government servic...

Full description

Saved in:

Bibliographic Details
Main Author:	Sutan Ahmad Nawi, Haslinda
Format:	Thesis
Language:	English
Published:	2016
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/84048/1/HaslindaSutanAhmadPFC2016.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-utm-ep.84048
record_format	uketd_dc
spelling	my-utm-ep.840482019-11-05T04:36:08Z Public e-service framework towards sustainable service delivery 2016-10 Sutan Ahmad Nawi, Haslinda QA75 Electronic computers. Computer science E-service enables citizens to interact and receive services from most government agencies which are convenient, dependable, and less costly. To promote efficient and effective service delivery, the Malaysian government is targeting zero face-to-face service delivery with 90% of all government services to be available online by 2015. It is reported recently, that at least half of the Malaysian public sector’s 1,500 websites of e-service applications could not be sustained and will be shut down by 2016. Due to high investment allocated by the government, it is important to ensure that the public e-service is sustained and continues to evolve. Limited research has been done on how to sustain the e-service or provide effective methods to aid implementer to reach this goal. This research developed a framework to sustain the government’s public e-service delivery in Malaysia. This study employed qualitative method approach within an interpretive paradigm. A case study was conducted at the Inland Revenue Board of Malaysia to explore the public eservice sustainability criteria as it is perceived as a role model of a successful eservice provider. Soft Systems Methodology (SSM) was adopted as a conceptual lens to gain deeper insights into the data collection and analysis. Qualitative data collected through interviews, observations and document analysis were analysed verbatim using thematic analysis. Two regulators, three implementers, two e-service providers, nine users and one representative from a non-profit organization were interviewed to get a better understanding of the public e-service sustainability. The technological, institutional, and environmental dimensions with seventeen elements that emerged from the case study are: information confidentiality; software quality; ubiquitous services; personalization; integrated services; IT governance; business process improvement; legislative issues; benchmarking; top management support; awareness; trust; community empowerment; user expectation and satisfaction management; government; as well as political influence. Based on the findings, a Public e-Service (PeS) Framework consisting of cultural and logic-based streams which influence each other was developed. In addition, several recommended actions on how to use the framework as a means of assessing their current public eservice or as a guide for future public e-service initiative were proposed to assist government agencies. 2016-10 Thesis http://eprints.utm.my/id/eprint/84048/ http://eprints.utm.my/id/eprint/84048/1/HaslindaSutanAhmadPFC2016.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:125987 phd doctoral Universiti Teknologi Malaysia, Faculty of Computing Faculty of Computing
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Sutan Ahmad Nawi, Haslinda Public e-service framework towards sustainable service delivery
description	E-service enables citizens to interact and receive services from most government agencies which are convenient, dependable, and less costly. To promote efficient and effective service delivery, the Malaysian government is targeting zero face-to-face service delivery with 90% of all government services to be available online by 2015. It is reported recently, that at least half of the Malaysian public sector’s 1,500 websites of e-service applications could not be sustained and will be shut down by 2016. Due to high investment allocated by the government, it is important to ensure that the public e-service is sustained and continues to evolve. Limited research has been done on how to sustain the e-service or provide effective methods to aid implementer to reach this goal. This research developed a framework to sustain the government’s public e-service delivery in Malaysia. This study employed qualitative method approach within an interpretive paradigm. A case study was conducted at the Inland Revenue Board of Malaysia to explore the public eservice sustainability criteria as it is perceived as a role model of a successful eservice provider. Soft Systems Methodology (SSM) was adopted as a conceptual lens to gain deeper insights into the data collection and analysis. Qualitative data collected through interviews, observations and document analysis were analysed verbatim using thematic analysis. Two regulators, three implementers, two e-service providers, nine users and one representative from a non-profit organization were interviewed to get a better understanding of the public e-service sustainability. The technological, institutional, and environmental dimensions with seventeen elements that emerged from the case study are: information confidentiality; software quality; ubiquitous services; personalization; integrated services; IT governance; business process improvement; legislative issues; benchmarking; top management support; awareness; trust; community empowerment; user expectation and satisfaction management; government; as well as political influence. Based on the findings, a Public e-Service (PeS) Framework consisting of cultural and logic-based streams which influence each other was developed. In addition, several recommended actions on how to use the framework as a means of assessing their current public eservice or as a guide for future public e-service initiative were proposed to assist government agencies.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Sutan Ahmad Nawi, Haslinda
author_facet	Sutan Ahmad Nawi, Haslinda
author_sort	Sutan Ahmad Nawi, Haslinda
title	Public e-service framework towards sustainable service delivery
title_short	Public e-service framework towards sustainable service delivery
title_full	Public e-service framework towards sustainable service delivery
title_fullStr	Public e-service framework towards sustainable service delivery
title_full_unstemmed	Public e-service framework towards sustainable service delivery
title_sort	public e-service framework towards sustainable service delivery
granting_institution	Universiti Teknologi Malaysia, Faculty of Computing
granting_department	Faculty of Computing
publishDate	2016
url	http://eprints.utm.my/id/eprint/84048/1/HaslindaSutanAhmadPFC2016.pdf
_version_	1747818432693272576

Public e-service framework towards sustainable service delivery

Similar Items