Delivery of Effective E-Government Systems: The Case of Oman - Literature review Example

? Delivery of Effective E-government System: The Case of Oman Contents 0 Introduction 4 1 Justification of the topic 4 1.2 Research Questions 5 2.0 Literature Review 6 2.1 E-government 6 2.1.1 The History and Concept of E-governance 6 2.1.2 Current Usage of E-government 7 2.1.3 Implementation of E-government 8 2.1.4 The Challenges 9 2.1.5 The Emerging Issues in E-government 11 2.2 Case Studies: E-government Experiences in Different Countries 12 2.3 The Public Perception and Reception of E-government 13 2.4 The Case of Oman 14 2.5 Overview of Literature 15 References 16 Appendix 18 Databases 18 Books 19 Websites 19 1.0 Introduction The technology revolution and the information era have influenced virtually all areas of human life including governance. Governments from around the world have sought to establish e-government systems for various reasons such as efficiency and accountability. Whereas the industrialized nations have achieved much in implementing e-government systems, countries such as Omani have faced challenges despite making significant efforts. This study seeks to explore the experience of Oman in rolling out e-governance, highlighting the achievements, challenges and areas of opportunity as the Omani government embraces this technology. This calls for a clear understanding of e-government, hence necessitating a discussion of the history and concept, uses and public reception of e-governance. The experience of e-government systems in several countries serves important lessons to Oman. Thus, a literature review on e-governments efforts in other countries is undertaken before narrowing down to e-governance efforts in Oman. 1.1 Justification of the topic The government of Oman came up with a policy that required all its departments to ensure that all services are delivered appropriately using internet (e.Oman, 2012). The result was that various agencies decided to venture into the service delivery that was internet based. The effectiveness of the e-government system since its introduction by the government of Oman will be the interest of this dissertation. The dissertation will seek to investigate how all these initial anticipations by the government and other stakeholders are fairing on. The topic chosen in this dissertation is therefore necessary because it touches on various aspects of social life of people of Oman. By understanding the performance of various e- government systems of Oman, findings of the dissertation will assist in understanding challenges faced and a proper plan will be developed thereafter based on the recommendations. Carrying out an investigation to find out whether or not the system is effective is important for both the government of Oman and citizens in the country. Further, this research will add to the growing body of knowledge on e-government systems. 1.2 Research Questions The investigation will be guided by the following research questions: What is an e-government system? What challenges are nations likely to face when implementing e-governance? How have other nations executed their e-government systems? How has the implementation of e-governance by the Omani government unfolded? 2.0 Literature Review A variety of sources provides important insights into the state of e-governance in the contemporary world, which have an important bearing in understanding the case of e-governance in Oman. This review of literature analyzes credible sources- books and scholarly work, to contextualize the current state of e-governance in Oman. The sources utilized were obtained through performing a relevant search for journals and books on the topic of e-government. The literature review is organized into a number of appropriate topics; history of e-governance, current application, implementation, challenges faced, the emerging issues and, lastly, the case e-governance in Oman. 2.1 E-government 2.1.1 The History and Concept of E-governance Saxena (2005) traces the advent of e-governance to evolution within the public management system. According to the scholar, the New Public Management movement led to a paradigm shift in public governance from the administration to service quality and performance management. E-governance was the next significant step in the movement, entailing the application of information and communication technologies (ICT) in delivery of public service. The e-governance movement seeks to transform not only the delivery of public services to the basic relationship between the government and its citizens. This is because it revolutionizes several public service aspects, promising continuous availability (24 hours seven days a week) of service, improving accessibility, significantly reducing the need to travel to government offices to access services and, ultimately, reducing the costs of accessing such services. Ferlie, Lynn and Pollitt (2005) provide an alternative view of the development of e-governance, noting that the concept of e-business in the private sector precipitated the possibility of reproducing the same for public services. Consequently, e-governance has translated into the intensive application of ICT to achieve the functions of politics and public administration objectives. As a well-developed concept as of the 21st Century, e-government entails the use of ICT in several levels of societal processes. For instance, Ciborra (2005) argues that e-government redefines the interaction between the citizen and the state. Here, e-government mediates three elements; it influences the transaction (the relationship) between the state (acting as the administration) and the individual citizen (as the customer). Ciborra (2005) further argues that, in doing this, e-government forces governments to re-engineer its internal administrative activities. Further, e-government redraws the state and market boundaries through influencing governments to be agile, transparent and accountable (Ciborra, 2005). 2.1.2 Current Usage of E-government A lot of emphasis has been placed on e-governance across the world, with Saxena (2005) arguing that industrialized, emerging and developing economies have their eyes firmly set on its adoption. The scholar further provides an account of this claim, indicating that the EU had made resolutions to provide modernized and online public services by 2005. In other examples, World Market Research and UN surveys report 196 and 133 countries respectively having e-government initiatives by the end of the 20th century. However, the scholar notes that the proclaimed fruits of adopting e-governance have not been easy to achieve across all segments of adopters- industrialized or not- due to various challenges. Casaki and Gelleri (2005) state that the drive towards in e-government in the 21st century has been due to perceptions that it is accompanied by greater internal efficiency for administration, improved performance and better delivery of services as well as the resultant public satisfaction and approval. Mahmood (2004) discusses the drive to curb corruption and change the perception of the public about the role of the administration in corruption, noting that it is an important driver for the adoption of e-government. Ferlie, Lynn and Pollitt (2005) discuss the applications of e-government in the current world, noting that it has found use for executive, legislative and judiciary functions. For instance, the executive branch utilizes ICT in terms of advancements such as tracking and tracing, desk-top, networking and decision-support. Singh et al. (2010) detail the possibilities brought about by adoption of e-government in such aspects. The scholars note that, despite challenges and several aspects of failure, e-government enables the streamlining of government-government, government-citizen and government-business interaction. Further, the system allows for increasing competitiveness, the reduction of discretionary power, the elimination of bottlenecks in repetitive state dealings, the improved reliability government activities, ensuring improvement and equity in access to data, and the promotion of accountability. 2.1.3 Implementation of E-government Heeks (2006) provides a discussion on the implementation of e-government, noting the need for an effective government strategy. Importantly, Heeks (2006) observes that e-government strategic planning provides for a structure of the system and infrastructure to maximize its ability to manage and achieve organizational objectives. The roots of the concept in the private sector translate to the adoption of e-government at the organizational level- ministries or department. The author states that strategic planning for e-government ought to establish how to get from the current situation to a desired one. Strategic failure is responsible for most of the consequent failures of e-government systems. Implementation first entails analysis of the current reality, where a government is supposed to collect information and build an accurate picture of the current public service delivery situation. This accurate depiction of the current context can be achieved through an audit of the existing IS (Information system), IS analysis, people’s analysis and problem analysis. Current context analysis then helps design an e-government system. Implementers set the appropriate objectives, design the systems for information, the technology, the process and the human system. Proposals and alternative designs are also evaluated in this step. The next step involves risk management through designing risk assessment, mitigation and change management measures. Procurement and introduction of the planned e-government system are then undertaken, followed by post-implementation tasks such as monitoring, evaluation and maintenance (Heeks, 2006). 2.1.4 The Challenges The constraints in achieving the projected results and implementing e-government are common in many countries that have tried to implement the system. This discussion details the challenges experienced in the different cadres of countries that have implemented them- developed, emerging and developing economies. In the developing nations, the challenges in implementing of successful e-government systems include the lack of political/government will and corruption. Further, the limits on reach due to low penetration of the internet and the existing monopolistic telecommunications/ICT sector also inhibit e-governance implementation. Besides these, more challenges arise in terms of bureaucratic bottlenecks, the existence of a national digital divide (with internet access being available to urban areas), poor marketing to stakeholders, poor democratization and poor adoption of technology by the citizenry among other factors. The challenges are discernible in a number of countries following research efforts. For instance, government monopoly in the telecommunications sectors of Fiji and Ethiopia limit the introduction of e-governance. Low penetration of the internet in Ethiopia and a strong bias for the internet to urban areas in Fiji are also responsible for poor e-governance initiatives. The lack of political will in Ethiopia, manifested by the obsolete and weakly implemented e-government initiatives alongside corruption also inhibit achievement of effective e-government systems (Singh et al., 2012). In Jordan, challenges such as social bottlenecks, lack of democratization, a general low level of technology uptake by the population and poor involvement of the relevant stakeholders are the major challenges to e-government. In an emerging economy such as India, similar challenges exist including failure due to lack of political will and consistency. E-government in the developed world also experiences a number of challenges in its implementation. In such economies, the challenges detailed earlier in terms of high level corruption, poor technology uptake and internet penetration and low government will are not serious challenges. Instead, the challenge of documentation of the e-governance in an accountable and accessible manner exists. Australia exemplifies the implementation of e-government in first world economies deep into the digital age. The nation showcases the challenge of capturing, preserving and ensuring the long term access to the country’s e-governance information. Through undertaking a case-study inquiry, Cunningham and Philips (2005) show that Australia faces serious challenges in documenting their e-governance, a particularly important aspect of democracy, governance, participation and consultation. For instance, record keeping is viewed as an overhead cost that should be eliminated, while the lack of standardized publication of government information also inhibits e-governance. Further, the scholar shows that the shortage of staff, fast-moving information and continuously evolving ICT are also e-governance challenges (Cunningham and Philips, 2005). 2.1.5 The Emerging Issues in E-government Heeks (2005) discusses a number of emerging issues in the management of e-government systems. The author observes that, as e-government is adopted from e-business, the underlying performance management assumptions do not apply to the public sector. For instance, the use of private sector performance measurement tools for the public sector may fail. Further, e-government performance measurement may also be inhibited when private sector rational tools for performance measurement are used since the environment is politicized. Performance measurement for the public sector focuses on intermediates (service delivery to the public), unlike final outcomes as would happen in the private sector. An e-government system also operates under the traditional government predisposition. Thus, the state institutes regulations, laws, orders and policies, which makes e-government different from e-business practice. As a result, similar results may not be reproduced. Due to inequalities in technology penetration and internet access, another emerging problem is inequitable access to the information in the e-government system, with certain sections of a society such as the rich and those living in urban areas having an advantage. Another emerging issue lies in cooperation between the various stakeholder involved in e-governance. According to Fredriksson et al. (2011), the achievement of e-governance objectives is reliant on a holistic and comprehensive approach from governments and their development partners. The rationale for this stems from the view that successful e-governance is dependent on a seamless application of ICT in both the government and the private sector. In a related view, partners need to heighten the analysis and examination of e-business platforms to determine the potential of e-governance and develop a set of best practices. Donor strategies will also have to place emphasis on ICT as integral to public service delivery rather than the current peripheral attention given. Fredriksson et al. (2011) is categorical that, unless such measures are taken, new ICT technology will only have a limited impact on public service delivery. 2.2 Case Studies: E-government Experiences in Different Countries The experience and challenges experienced by several countries in implementing e-government systems can provide important background insights to Oman. The UK government has undertaken strong steps indicating its commitment to e-government as (Kolsaker and Lee-Kelley, 2008). One of the most defining moments in its e-government implementation timeline is in 2005, when the transformational government analyzed e-governance in the UK and established that improvements had to be undertaken in three areas. These areas were established to be in service design, sharing and professional standards. The UK government then undertook significant political commitment manifested by investing of resources in e-government. As a result, the UK has used ICT to deliver a number of services including those from the central government. Such services include job postings, curriculum maintenance, welfare issues and benefits, Police Force jobs and passport applications. The UK, however, has faced challenges in terms of eliciting interest among the populace on the e-government initiative. Cunningham and Philips (2005) detail the experience of Australia, where similar achievements as those of the UK are noted. Since the 1980s, Australia has sought to implement the use of the internet and intranet to promote e-government and e-democracy. In the Middle-East, Belwal and Al-Zoubi (2008) document the experience of Jordan with e-government. The country has implemented some of the best e-government initiatives in the region. ICT has received many applications in the various arms of the government to great effect. However, Jordan faces a number of impediments in its e-governance pursuit, especially due to a great digital divide, poor marketing to stakeholders and low adoption of technology by the citizens. Further, the government has not been able to sufficiently involve the public in e-governance. For instance, whereas the educated section of the public is aware of the merits of e-government, their uneducated counterparts are of the perception that corruption is on the incline in the Jordanian public sector. Singh et al. (2010) discuss implementation of e-government in India, Fiji and Ethiopia. The Indian, Fiji and Ethiopian governments have undertaken efforts to implement e-government initiatives. For instance, India has implemented 21 e-government initiatives in the last ten years, where a number have been successful such as those in the lands’ sector, municipal corporations and customs. Ethiopia plans to invest $100 million in e-government while Fiji aspires to be the digital commerce leader in the region. However, corruption, lack of political will, monopolized ICT sectors and inequitable access to ICT technologies inhibit e-government in these three countries. 2.3 The Public Perception and Reception of E-government The way the public receives and perceives e-government systems is an important element that determines the success of such systems. A number of studies have been undertaken to investigate this, with Belwal and Al-Zoubi (2008) quantitatively sampling the views of 412 respondents in Jordan. The findings were strengthened through triangulation with University professors and common people. The study established that the educated population of Jordan found e-government a merit while the uneducated were oblivious of its importance and gains. As a result, the scholars concluded that the Jordanian government needs to improve public awareness on e-government. However, there were difficulties in properly discerning the views of the uneducated, as they could not sufficiently respond to the questionnaire. This makes the findings of the study limited. The second study reviewed in this section is by Kolsaker and Lee-Kelley (2008), who surveyed 3,000 individuals from South-East England for their perception of e-government in the UK. The findings were from 302 properly completed questionnaires (206 users and 86 non-users of the e-government system). The study established that frequent users were more positive towards e-government than in-frequent users or non-users. Further, the study established an overall moderate valuation for e-government in terms of communication and knowledge acquisition and the overall low valuation of e-government as a vehicle for democratic governance. The interest for e-government among the respondents was found to be generally low. However, users found the personalization, ability to communicate and user-friendliness to be commendable features. Two studies reviewed reveal mixed perceptions about e-government from the public, which is largely due to lack of awareness. As a result, failure by the governments to involve the public in undertaking e-governance is discernible. 2.4 The Case of Oman The government of Oman has sought to implement e-government initiatives to achieve the same end as the countries reviewed earlier. For instance, the government has a portal that serves as its official e-government site. Here, services offered by the government to the public, businesspersons and visitors are available (e.Oman, 2012). This site, known as the Omamuna, was established with the vision of ultimately providing seamless accessibility to all Omani government services and information, and allowing the public to interact and participate with their government via a common gateway. Some of the e-government services provided through the portal include employment information, education, transport, health, residency, law and security among others. In a similar fashion to the case studies reviewed, Oman faces a host of constraints in the pursuit of an e-governance system. Al-Ruzaiqi (2011) lists a number of these challenges, stating that a low penetration of PCs and the internet in the populace is a significant inhibitor of e-governance. Further, the limited capacity of local IT firms in terms of delivery and implementation also limit e-government. The low number of government e-government staff further complicates the problem. Non-efficient government processes are also to blame, while also the country’s challenging terrain, composing of sparse settlements makes rolling out e-government initiatives. However, a number of opportunities are discernible in the case Oman. These include the limited financial constraints, a willing government, a young and dynamic population, a high rate of literacy and significant willingness to adopt, revamp and integrate IT technologies (Al-Ruzaiqi, 2011). 2.5 Overview of Literature This review notes the development of the concept of e-government from e-business practices in the private sector due to a need to revamp public service delivery. Currently, e-government has been implemented in various aspects of the government including executive, legislative and judiciary arms. Further analysis of the literature indicates that implementation of e-government should be appropriately strategic. The literature also shows that e-governments achieve several merits, receive mixed public perceptions and face various challenges during implementation. The advantages in delivery of government services alongside the challenges experienced in the reviewed cases are replicated in the case of Oman, where a number of opportunities are also noted as the nation heads towards e-governance future. References Al-Ruzaiqi, S. S. (2011). E-government development and challenges– Sultanate of Oman. Information Technology Authority. Retrieved 8 June 2012 from http://egovexchange.com/pdfs/eGov-Forum-Salim-Al-Ruzaiqi-Oman-eGov-Development-and-Challenges.pdf Belwal, R. & Al-Zoubi, K. (2008). Public centric e-governance in Jordan: A field study of people's perception of e-governance awareness, corruption, and trust. Journal of Information, Communication and Ethics in Society, 6 (4), 317 – 333. Casaki, C. & Gelleri, P. (2005). Conditions and benefits of applying decision technological solutions as a tool to curb corruption within the procurement process: The case of Hungary. Journal of Purchasing and Supply Management, 11 (5-6), 252-259. Ciborra, C. (2005). Interpreting e-government and development: Efficiency, transparency or governance at a distance? Information Technology & People, 18 (3), 260 – 279. Cunningham, A. & Phillips, M. (2005). Accountability and accessibility: ensuring the evidence of e-governance in Australia. Aslib Proceedings, 57 (4), 301 – 317. e.Oman (2011). Omamuna. Retrieved 8 June 2012 from http://www.oman.om/wps/portal/ Ferlie, E., Lynn, E. L. & Pollitt, C. (2005). The Oxford handbook of public management. OUP, UK. Fredriksson, T. (2011). Information economy report 2011: ICTs as an enabler for private sector development data sheet. UNCTAD. Heeks, R. (2006). Implementing and managing e-government: An international text. Sage, UK. Mahmood, R. (2004). Can information and communication technology help reduce corruption? How so and why not: two case studies from South Asia. Perspectives on Global Development and Technology, 3 (3), 347-73. Kolsaker, A. & Lee-Kelley, L. (2008). Citizens' attitudes towards e-government and e-governance: a UK study. International Journal of Public Sector Management, 21 (7), 723 – 738. Saxena, K.B. (2005). Towards excellence in e-governance, International Journal of Public Sector Management, 18 (6), 498 - 513 Singh, G., Pathak, R. D., Naz, R. & Belwal, R. (2010). E-governance for improved public sector service delivery in India, Ethiopia and Fiji. International Journal of Public Sector Management, 23 (3), 254 – 275. Appendix The sources used in the literature review have been obtained from the following journals, books and databases: Databases Emerald Database Belwal, R. & Al-Zoubi, K. (2008). Public centric e-governance in Jordan: A field study of people's perception of e-governance awareness, corruption, and trust. Journal of Information, Communication and Ethics in Society, 6 (4), 317 – 333. Ciborra, C. (2005). Interpreting e-government and development: Efficiency, transparency or governance at a distance? Information Technology & People, 18 (3), 260 – 279. Cunningham, A. & Phillips, M. (2005). Accountability and accessibility: ensuring the evidence of e-governance in Australia. Aslib Proceedings, 57 (4), 301 – 317. Kolsaker, A. & Lee-Kelley, L. (2008). Citizens' attitudes towards e-government and e-governance: a UK study. International Journal of Public Sector Management, 21 (7), 723 – 738. Saxena, K.B. (2005). Towards excellence in e-governance, International Journal of Public Sector Management, 18 (6), 498 - 513 Singh, G., Pathak, R. D., Naz, R. & Belwal, R. (2010). E-governance for improved public sector service delivery in India, Ethiopia and Fiji. International Journal of Public Sector Management, 23 (3), 254 – 275. Ingenta Mahmood, R. (2004). Can information and communication technology help reduce corruption? How so and why not: two case studies from South Asia. Perspectives on Global Development and Technology, 3 (3), 347-73. ScienceDirect Casaki, C. & Gelleri, P. (2005). Conditions and benefits of applying decision technological solutions as a tool to curb corruption within the procurement process: The case of Hungary. Journal of Purchasing and Supply Management, 11 (5-6), 252-259. Books Heeks, R. (2006). Implementing and managing e-government: An international text. Sage, UK. Fredriksson, T. (2011). Information economy report 2011: ICTs as an enabler for private sector development data sheet. UNCTAD. Ferlie, E., Lynn, E. L. & Pollitt, C. (2005). The Oxford handbook of public management. OUP, UK. Websites Al-Ruzaiqi, S. S. (2011). E-government development and challenges– Sultanate of Oman. Information Technology Authority. Retrieved 8 June 2012 from http://egovexchange.com/pdfs/eGov-Forum-Salim-Al-Ruzaiqi-Oman-eGov-Development-and-Challenges.pdf e.Oman (2011). Omamuna. Retrieved 8 June 2012 from http://www.oman.om/wps/portal/ Read More