首页 | 本学科首页   官方微博 | 高级检索  
相似文献
 共查询到20条相似文献，搜索用时 234 毫秒
1.
Public service producers are heavily investing in the development and implementation of more efficient new digital channels to engage users in citizen sourcing efforts, such as the reporting of public service-related issues. Nevertheless, user-reporters have continued to favor earlier implemented channels including traditional (e.g., phone, office) and e-government channels (e.g., web, email) over new digital channels such as m-government channels (e.g., mobile applications). Drawing on channel choice literature and theories, this study aims at explaining users' reporting behavior by examining the role of users' personal factors, including digital divide determinants, users' service experience, and channel satisfaction. We use a combination of survey and log data on actual reporting behavior among smart bike-sharing users to explain users' channel choice. Using a multinomial logistic regression, we found that the digital divide predicts user-reporters' channel choice. Moreover, user-reporters with a longer service membership favor traditional and e-government channels, over the newly implemented m-government channels. Finally, user-reporters' satisfaction with the mobile application is negatively associated with the user-reporters' choice of traditional and e-government channels. Our results expand and update the empirical evidence on channel choice at the user level, and provide insights for public service producers who aim at enhancing public service delivery through digital users' engagement.  相似文献   

2.
This study examines channel choice and public service delivery in Canada, comparing e-government to traditional service delivery channels such as the phone or visiting a government office. Factors studied include the digital divide, the nature of the citizen interaction with government, public service values, and satisfaction with services received by citizens. These factors are used to determine whether they impacted choice of channel and satisfaction with that channel. This study, through logistic regression of a public opinion survey of Canadian residents, found indications suggesting a digital divide in accessing e-government; found that government websites were most commonly used for information purposes, while the phone was most commonly used to solve problems. In regards to citizens' satisfaction, the apparent digital divide was bridged when females and older Canadians were more satisfied with their contact with a government website. In addition, a positive experience with service delivery and positive public service values lead to greater website satisfaction. The results of this study imply that the phone is a more effective service channel for solving problems, and the website is more effective for getting information. Therefore, governments need to provide multiple contact channels for citizens, depending upon their task at hand, while ensuring consistency of information and service response across channels. Creating a positive experience for citizens when they received a service translates into a more satisfied experience with e-government.  相似文献   

3.
The increasing use of the Internet for service delivery has paralleled an increase of e-service users' privacy concerns as technology offers ample opportunities for organizations to store, process, and exploit personal data. This may reduce individuals' perceived ability to control their personal information and increase their perceived privacy risk. A systematic understanding of individuals' privacy concerns is important as negative user perceptions are a challenge to service providers' reputation and may hamper service delivery processes as they influence users' trust and willingness to disclose personal information. This study develops and validates a model that examines the effect of organizational privacy assurances on individual privacy concerns, privacy control and risk perceptions, trust beliefs and non-self-disclosure behavior. Drawing on a survey to 547 users of different types of e-services – e-government, e-commerce and social networking – in Rwanda, and working within the framework of exploratory analysis, this study uses partial least square-structural equation modeling to validate the overall model and the proposed hypotheses. The findings show that perceptions of privacy risks and privacy control are antecedents of e-service users' privacy concerns, trust and non-self-disclosure behavior. They further show that the perceived effectiveness of privacy policy and perceived effectiveness of self-regulations influence both perceptions of privacy risks and control and their consequences; users' privacy concerns, trust and non-self-disclosure behavior. The hypotheses are supported differently across the three types of e-services, which means that privacy is specific to context and situation. The study shows that the effect of privacy assurances on trust is different in e-government services than in other services which suggest that trust in e-government may be more complex and different in nature than in other contexts. The findings serve to enhance a theoretical understanding of organizational privacy assurances and individual privacy concerns, trust and self-disclosure behavior. They also have implications for e-service providers and users as well as for regulatory bodies and e-services designers.  相似文献   

4.
Digital transformation approaches outside the public sector are changing citizens' expectations of governments' ability to deliver high-value, real-time digital services. In response to the changing expectations and triggered by supranational agreements, governments are changing their mode of operation to improve public service delivery, be more efficient and effective in their designs, and achieve objectives such as increased transparency, interoperability, or citizen satisfaction. However, beyond the availability of consultancy reports, there is little systematic insight into the way that public administrators themselves are currently defining digital transformation in their own day-to-day practices, how they are approaching digital transformation projects, and what their expected outcomes are. We provide an empirically-based definition of digital transformation derived from expert interviews and develop a conceptual framework with reasons for, processes to, and expected outcomes of digital transformation in the public sector.  相似文献   

5.
《The Reference Librarian》2013,54(93):99-108
Abstract

E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense.  相似文献   

6.
Public organizations are looking for new ways to use digital technologies to increase the efficiency of their internal processes and improve their interactions with clients, whether citizens or businesses. In response, scholars suggest that public organizations be proactive in digital public services such that the organizations approach their clients, rather than the other way around. In the most extreme form of proactivity, clients do not have to do anything to receive a public service. Although various examples of proactive public services are in use, how proactivity changes the conceptual understanding of digital public services remains unclear. Therefore, we derive the changes that proactivity causes in a conceptualization of digital public service by means of a conceptual analysis through the lens of a seminal theoretical work on proactivity. The results indicate that proactivity can ensure equal accessibility to a subset of public services, rely on more comprehensive integration of IT systems on the back end, and change how value is co-created in the service process. We formulate the changes as propositions that future work can investigate empirically and discuss proactive digital public services as a way to reduce clients' administrative burden. We contribute to theory by clarifying the conceptual changes in digital public services that proactivity invokes and call for joint research by scholars of public administration, information systems, and service management to relate the research streams of administrative burden and proactive digital public service.  相似文献   

7.
E-Government projects are currently service oriented, focusing on the implementation and diffusion of digital public services through one-stop points of access for citizens. E-Government strategic plans are political, directed at cost and time minimization during the execution of public services, and they do not take into account citizen needs or public administration operating procedures. Although these plans have led to the development of projects that have succeeded in cost and time savings for both citizens and public administration, surveys conducted around the world show that users evaluate digital public services and do not hesitate to return to traditional methods rather than using digital channels to transact with the public administration again; neither would they recommend the use of digital services to others. This article presents collaborative and participatory tools and methods designed to exploit the knowledge and experience of public servants in the improvement and execution of custom and non-automated public services. Collaborative tools can succeed in the development of real one-stop shops for e-Government, while on the other hand they can encourage both citizens and civil servants to participate in the e-Government era.  相似文献   

8.
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts.  相似文献   

9.
Governments and citizens alike are reaching maturity levels in their Internet adoption. With citizens using online channels for more and more purposes, governments around the world are moving to a ‘digital by default’ service delivery strategy. The question arises as to whether online channels are indeed suited for all purposes and are the “go-to” channels when citizens need information in a variety of situations. In this study, we compare data collected in 2008 and 2017 in the Netherlands to assess the evolution in channel behavior. The analysis suggests that channel preferences and general usage are indeed shifting towards online channels, whilst gaps in online usage between age groups are narrowing. However, the findings also show that this shift is not uniform across all tasks. For certain purposes, choices for traditional channels remain surprisingly resilient. The findings suggest that while online channels are maturing, they are still not ready to replace other existing channels for all types of services. Our findings call for continued attention to integrated channel strategies that incorporate the strengths of individual service channels.  相似文献   

10.
Mobile health services are a new direction for public libraries development. However, it is unclear which factors affect users' intention to use the mobile health services of public libraries (MHSPL). Integrating the unified theory of acceptance and use of technology theory along with trust and privacy concerns. This study proposes a conceptual model to investigate factors that affect users' intention to use MHSPL. The conceptual model is empirically examined, and the hypotheses are tested using a survey sample (N = 415). The findings indicate that users' intention to use MHSPL is directly influenced by performance expectancy, effort expectancy, and trust. Trust also mediated users' intention to use MHSPL, leading to an indirect effect of social influence and privacy concerns. Additionally, people with different experiences using MHSPL have significant differences in their intention to use MHSPL. These findings contribute to a deeper understanding of users' behavior of MHSPL and can help facilitate and improve health services provided by public libraries.  相似文献   

11.
数字图书馆的个性化信息服务   总被引：53，自引：2，他引：51  
卢共平 《图书情报工作》2002,46(8):10-12,32
数字图书馆的个性化信息服务,-是用户根据自身的需求定制自己所需的资源、信息和服务;二是数字图书馆针对用户的个性和特点,主动为用户选择并传递动态信息.数字图书馆个性化信息服务的内容主要包括:个性化的界面设置、个性化的信息环境和个性化的信息快报.  相似文献   

12.
Over the past decade, governments have embarked on major Information and Communication Technology (ICT) investments in an attempt to take advantage of the benefits of the internet in extending the channels by which services are provided to their respective citizenries. With the increasing reliance on ICTs, one of the challenges facing public sector managers is how to evaluate the success or effectiveness of their ICT investments. Given the citizen-focused objectives of governments, service quality approaches offer a suitable frame for evaluating ICT effectiveness. This paper therefore extends current e-Service quality research into the e-Government domain. The paper reports on the development of a multi-item instrument for evaluating the e-Service quality constructs of an e-Government website in South Africa. The development of this instrument also takes into account the service delivery principles which have been adopted by the South African government viz. the Batho Pele program. The study shows that there are six service quality dimensions applicable in e-Government evaluation, viz. website design, navigation, communication, site aesthetics, information quality, and security. The generic instrument allows practitioners to modify and utilise it according to their needs.  相似文献   

13.
Delivering public services to citizens via the Internet is the basic goal of E-government. Although websites are becoming essential elements of public e-services in local public administration in China, little is known about their efficiency and effectiveness. The objective of this paper is to evaluate the actual status of Web-enabled public services to citizens in municipal e-government implementation in the Yangtze River Delta. Eight categories of public services to citizens delivered through the Internet have been identified in the websites of the 14 local municipal governments. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e-services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e-government public service paradigm, albeit with significant differences in public e-services level in these cities. At present, e-government public services to citizens in almost all the cities studied are mostly limited to on-line presentations of government information with a low degree of development of interaction and on-line transaction. The municipal governments and policymakers in the near future will have to strengthen the interactivity of their websites with citizens and improve the on-line transaction level in order to deliver citizen-centric public e-services.  相似文献   

14.
Mobile Internet applications and service innovations are changing people's way of life. At the same time, they are also changing the way that people communicate and access information. People who visited libraries to find specific information in the past are now able to find the same information online. As the spectrum of human need grows, the opportunities for librarians to meet these needs are also growing. Libraries will need to be designed to accommodate the changing needs of their users. Mobile library services can meet users' information needs in a fast-paced society. In this investigation we identified 39 university libraries supported by the Ministry of Education's “Project 985” and evaluated their status as mobile library service providers.  相似文献   

15.
Delivering public services to citizens via the Internet is the basic goal of E-government. Although websites are becoming essential elements of public e-services in local public administration in China, little is known about their efficiency and effectiveness. The objective of this paper is to evaluate the actual status of Web-enabled public services to citizens in municipal e-government implementation in the Yangtze River Delta. Eight categories of public services to citizens delivered through the Internet have been identified in the websites of the 14 local municipal governments. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e-services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e-government public service paradigm, albeit with significant differences in public e-services level in these cities. At present, e-government public services to citizens in almost all the cities studied are mostly limited to on-line presentations of government information with a low degree of development of interaction and on-line transaction. The municipal governments and policymakers in the near future will have to strengthen the interactivity of their websites with citizens and improve the on-line transaction level in order to deliver citizen-centric public e-services.  相似文献   

16.
This article examines how South Korean and Japanese public diplomacy organizations employ digital media to embrace the principle of ‘networked public diplomacy’ through analyses of the web and social media practices. A network analysis was used to map interorganizational information networks among core public diplomacy organizations in each country. To reveal the key organizations' communication strategies on Facebook, a content analysis was also conducted. The findings indicate that Japan had a strong internal network infrastructure achieved through dispersed connections and partnerships; however, Korea had a centralized network, including a limited number of dominant actors. The results of content analysis suggest that both South Korea and Japanese public diplomats focused on promoting their cultural products and national values through their use of texts and visual images. In addition, user profile analysis gaged the degree of users' engagement in the organizations' profiles and identified the demographic features of users. Comparative data suggest the Korean public diplomacy organization was more successful at attracting and engaging with foreign public than the Japanese public diplomacy organization. These results imply that although these two countries had similar sociopolitical backgrounds and perspectives of public diplomacy, they had distinct forms of internal information networks, communication strategies, and social networking performances with public.  相似文献   

17.
Public administrations are increasingly relying on collaboration within inter-organizational networks to coordinate the development and provisioning of integrated digital public services. Collaboration strategies are necessary to focus collaborative efforts, align and prioritize goals, and leverage concrete results that advance integrated service delivery (ISD). However, literature on inter-organizational collaboration strategies for integrated service delivery is scarce. This research identifies collaboration strategies in three qualitative case studies in Belgium. The cases present 33 collaboration strategies categorized into engagement, motivation, and joint action strategies. Collaboration strategies should complement each other. Together these strategies can help to overcome the adoption paradox, one of the key issues to advance ISD, which refers to service providers not being inclined to adopt an ISD unless it has many users, but users might not be willing to use and ISD before many service providers have adopted it. Policy-makers can use the identified collaboration strategies to advance integrated service delivery.  相似文献   

18.
国内公共图书馆数字化参考咨询服务调查   总被引：5，自引：0，他引：5  
对全国46个公共图书馆数字化参考咨询服务进行调查。结果表明:有33个馆开展了此项服务,占被调查总数的71%;服务模式主要有电子邮件和实时在线回答。服务项目主要有:专家咨询、常见问题解答和文献传递服务等。数字参考咨询服务的资源主要是网络信息资源和馆藏资源。表4。参考文献6。  相似文献   

19.
Facial recognition technology has been adopted for the better delivery of m-government services, but the ease and frequency with which users' personal information is being accessed and misused have inevitably increased. This has recently triggered a new phenomenon of privacy fatigue in e-governance, which makes people feel powerless to protect their privacy. A comprehensive understanding of users' privacy fatigue is important, since negative user perceptions may lead to disengagement and the distrust of the government. Drawing on the Person-Environment fit theory and user agency perspective, this study examines the antecedents of privacy fatigue, manifested as emotional exhaustion and cynicism. A large-scale telephone survey allowed data to be collected from 3, 436 users of facial recognition-based m-Gov services in China. The Partial Least Squares (PLS) results reveal that: (1) privacy fatigue indeed occurs among the users of facial recognition-based m-Gov services in China; (2) the perceptions of privacy control is the core antecedent of users' privacy fatigue, which influences two dimension—emotional exhaustion and cynicism—in different directions; (3) the effectiveness of both privacy self-efficacy and government legislation positively influences perceived privacy control, while the effect of the effectiveness of privacy policies on it is insignificant. This study contributes to the research by empirically testing the notion and antecedents of privacy fatigue in the context of facial recognition-based m-Gov services, and provides a mechanism analysis with an overarching theoretical framework. In addition, the findings may generate new research avenues related to privacy fatigue under an AI-enabled government.  相似文献   

20.
《图书馆管理杂志》2013,53(3-4):531-540
Abstract

Providing electronic document delivery (EDD) services to off-campus students can be a challenge. Methods of delivery that work well for one group of users might not work at all for another group. Knowing and using the different EDD service options to accomplish the goal of providing quality service to students results in a win-win situation. Student expectations of timely delivery of material are met and the department develops a reputation of dependable quality service. Library users have raised expectations from the 24/7 services available through the World Wide Web. Providing EDD of information to the researcher's desktop helps the library meet these needs and expectations. However, the options for desktop delivery can also be overwhelming, so knowing how and why different software and delivery methods work enables the practitioner to control the outcome of the transaction. This control over the service also ensures that quality service expectations are met by the library since the practitioner has the ability to use a variety of delivery options to the user's desktop.  相似文献   

设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号