Development of e-governance in Ukraine based on the concept of m-governance
Journal of Contemporary Issues in Business and Government,
2020, Volume 26, Issue 1, Pages 128-136
AbstractTechnological solutions within the concept of m-governance accelerate the provision of public services to citizens under certain conditions. The main prerequisites for efficiency are the expected perception of technology, trust in the government’s actions, the expected efficiency and quality of electronic communications. The purpose of the research is to study the trends and problems of e-governance development in Ukraine on the basis of the concept of m-governance through the assessment of the usability of the mobile application of the government “Diia” (“Action”). This study is based on the concept of m-governance, a technocentric approach to quantifying the usability of mobile applications within the digital concept of Ukraine “Country in your smartphone”. Based on a survey of 800 users, the usability of the mobile application “Diia” was assessed. The article is based on a comparison of the practice of developed and developing countries. It has been revealed no differences in the effectiveness of the integration of the concept of m-governance. The results prove the importance of usability criteria in the use of mobile applications, but there is no connection between the socio-economic characteristics of users and usability. The study proves the importance of emotional components in the integration of the concept of m-governance: trust, perception, expectations of citizens. Integration strategy and tactics are important, as digital user skills and application specifications (visibility, user control and freedom, consistency and standards, error prevention, recognition, flexibility and efficiency of use, aesthetic and minimalist design, help users recognize, diagnose, and recover from errors, help and documentation). Both the government and citizens are responsible for the effectiveness of technological interaction solutions. The study proves that the government should ensure the formation of confidence in the effectiveness of technology, develop a strategy, tactics of integration based on best practices. On the other hand, citizens are responsible for their own technological readiness through an objective assessment of digital skills.
- Al-Hawary, S. I. S., & Al-Smeran, W. F. (2016). Impact of electronic service quality on customers satisfaction of Islamic banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 170-188.
- Basu, S. (2004). E‐government and developing countries: an overview. International Review of Law, Computers & Technology, 18(1), 109-132.
- Busaidi, N. S. A., Bhuiyan, A. B., & Zulkifli, N. (2019). The Critical Review on the Adoption of ICTs in the Small and Medium Enterprises (SMEs) in the Developing Countries. International Journal of Small and Medium Enterprises, 2(2), 33-40. https://doi.org/10.46281/ijsmes.v2i2.437
- Changa, C.-H., Almaghalsahb, H. (2020). Usability evaluation of e-government websites: A case study from Taiwan, International Journal of Data and Network Science, 4, 127–138.
- Dutra, D., & Soares, D. (2019, April). Mobile applications in central government of Brazil and Portugal. In Proceedings of the 12th International Conference on Theory and Practice of Electronic Governance (pp. 86-92).
- Ebbers, W. E., Jansen, M. G., & van Deursen, A. J. (2016). Impact of the digital divide on e-government: Expanding from channel choice to channel usage. Government information quarterly, 33(4), 685-692.
- Faisal, M. N., & Talib, F. (2016). E-government to m-government: a study in a developing economy. International Journal of Mobile Communications, 14(6), 568-592.
- Government Portal. (2019). The State in a smartphone is already underway, says Volodymyr Groysman. Available at: https://www.kmu.gov.ua/news/derzhava-v-smartfoni-vzhe-pracyuye-volodimir-grojsman
- Gronlund, A. (2002). Electronic Government – Efficiency, Service Quality and Democracy. Electronic Government, 23–50. doi: 10.4018/978-1-930708-19-8.ch002
- Heeks, R., (2001). Understanding e-Governance for Development. iGovernment Working Paper, 11, Available at SSRN: https://ssrn.com/abstract=3540058 or http://dx.doi.org/10.2139/ssrn.3540058
- Huai, J. (2011). Quality Evaluation of E-Government Public Service. 2011 International Conference on Management and Service Science. doi:10.1109/icmss.2011.5999011
- Iatsyshyn, A. V., et al., (2020). Application of augmented reality technologies for preparation of specialists of new technological era. Paper presented at the CEUR Workshop Proceedings, , 2547 181-200.
- Jiang, & Ji. (2014). E-Government Web Portal Adoption: The Effects of Service Quality. e-Service Journal, 9(3), 43. doi:10.2979/eservicej.9.3.43
- Nielsen, J. (1994, June). Heuristic evaluation. In Usability inspection methods (pp. 25-62). John Wiley & Sons, Inc.
- Rahahleh, A., Al-Nsour, S., Moflih, M., Alabaddi, Z., Al-nassar, B & Al-Nsour, N. (2020). The influence of electronic service quality on relationship quality: Evidence from tourism industry. Management Science Letters, 10(12), 2759-2768.
- Reddick, C.G. and Zheng, Y. (2017), "Determinants of citizens’ mobile apps future use in Chinese local governments: An analysis of survey data", Transforming Government: People, Process and Policy, Vol. 11 No. 2, pp. 213-235. https://doi.org/10.1108/TG-11-2016-0078
- Romanenko, Y. O. (2016). Place and role of communication in public policy. Actual Problems of Economics, 176(2), 25-26.
- Saxena, K. B. C. (2005), "Towards excellence in e‐governance", International Journal of Public Sector Management, Vol. 18 No. 6, pp. 498-513. https://doi.org/10.1108/09513550510616733
- Sharma, S. K., Al-Badi, A., Rana, N. P., & Al-Azizi, L. (2018). Mobile applications in government services (mG-App) from user's perspectives: A predictive modelling approach. Government Information Quarterly, 35(4), 557-568.
- Torres, L., Pina, V., & Acerete, B. (2006). E‐Governance developments in european union cities: Reshaping Government’s relationship with citizens. Governance, 19(2), 277-302.
- Wirtz, B. W., Birkmeyer, S., & Langer, P. F. (2019). Citizens and mobile government: an empirical analysis of the antecedents and consequences of mobile government usage. International Review of Administrative Sciences, 0020852319862349.
- Xiaohong Yang, Yali Zhang, & Chunli Zhou. (2009). Empirical research on satisfaction to government service quality. 2009 6th International Conference on Service Systems and Service Management. doi:10.1109/icsssm.2009.5174857
- Zoroja, J., Strugar, I., & Jaković, B. (2020). E-Government in Croatia: Percieved Quality and Obstacles Among Younger Users. International Journal of E-Services and Mobile Applications (IJESMA), 12(3), 85-96.
- Article View: 99
- PDF Download: 17