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Chapter 4. Pilot Analysis, Findings and Discussion Adoption, Diffusion and Use of E-government
Hassan Al-Zaabi Services in Abu Dhabi Police Force
When identifying RA, it was found that themes such as, confidentiality of data, speed of e-services,
easier procedures, remote communications, easier communication and social relationships were found.
When examined more closely, all four departments displayed confidentiality of data. Which showed
that it is considered important when compared with paper documents that can be read by anyone,
therefore provide more privacy. Other themes, such as social relationships were only found in the
policing operations department, were it showed that older staff members with low education and low
level in organisation prefer traditional methods because of “wasta”.
Table 4.19 also shows the second level of themes in each department, this helps in seeing the
similarities and differences in depth among staff members. Examining age, gender, education and level
of education with respect to each theme and department is important to have a better and deeper
understanding.
To summarise, RA allowed the research to determine that e-services are safer and secure ways of
processing documents within departments. They also expedite the services. However, during the
interviews it became apparent that e-services are not viewed beneficial as those who are used to their
ways do not want to adopt new ways. Therefore, although RA is beneficial, they are viewed to be
negative as they make individuals change that is not liked within certain individuals in departments of
the ADPF. This shows that with a qualitative approach not only is the presence of RA evident, but it
allows a deeper understanding of how e-services are viewed to be better or not.
4.7 Summary of Pilot Findings
Relative advantage taken from DOI involved the researcher attempting to ascertain whether
participants expressed preferences towards the innovative technology or the traditional communication
channels. Within three departments of ADPF, there was a preference towards use of e-services in
comparison to traditional communications channels of face-face communication, telephone or e-mail.
The three departments were security information, IT & communications and strategic management.
Within security information 6/9 participants had used some of the e-services, and hailed mainly from
the middle and high level staff. Education levels and positions in the department featured when
determining usage of e-services in this department. Participants not using the e-services had an
educational level of either high diploma or high school; on the other hand, 2/3 participants not using
the e-services were lower level staff. Staff in this department showed some interest in new e-services,
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