IngentaConnect G2C e-government: modernisation or transformation

Authors: Kolsaker, Ailsa¹; Lee-Kelley, Liz²

Source: Electronic Government, an International Journal, Volume 4, Number 1, 27 January 2007 , pp. 68-75(8)

Abstract:

Governments are investing heavily in e-government as a means of promoting 'the knowledge society'. A discourse of technology-enabled transformation is prevalent in Western culture, yet drawing upon the UK experience this article proposes that ambitions may exceed ability to deliver. We identify numerous barriers to transforming government through the web, such as problems with providing more than rudimentary functionality; requirements for identify verification which necessitate mixed-channel correspondence; challenges of assuring confidentiality; citizens' preference for engaging with human beings; and habitual behaviours which quite simply favour offline alternatives. We suggest that the UK government is raising expectations by moving beyond a modernisation agenda to a 'transformational government plan' before e-services have reached an adequate level of sophistication. We perceive a gap between vision and delivery and suggest that the immediate emphasis should shift to improving existing online services before embarking on transformational government.

Keywords: COMPUTING JOURNALS; Information Systems and Technology; Internet and Web Services; PUBLIC POLICY AND ADMINISTRATION JOURNALS; Public Administration

Document Type: Research article

DOI: 10.1504/EG.2007.012180

Affiliations: 1: School of Management, University of Surrey, Guildford, Surrey GU2 7XH, UK. 2: School of Management, University of Surrey, Guildford, Surrey GU2 7XH, UK

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G2C e-government: modernisation or transformation?