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Chapter 5. Final Study Analysis, Findings and Discussion Adoption, Diffusion and Use of E-government
Hassan Al-Zaabi Services in Abu Dhabi Police Force
useful for everyone; there are few e-services comparing to the work we have. Maybe because we are
still new and in future when there are more new e-services it will be better…” (Male, 41-50, bachelor
degree, middle level, 3-5 years of internet experience).
(iv) Specifications of e-services: Most participants regardless of their age, gender, education and level
in organisations had discussed the benefits and usefulness of e-services when it came to its
specifications. Specifications include the ability of e-services to perform tasks such as, fast updates of
information, ability to search for documents easily, retrieving and sending transactions within
department and to other departments electronically. This was also discussed earlier when introducing
“speed of e-services” in relative advantage, where some participants talked about how fast e-services
can process different transactions. “…it is like avoiding unneeded steps in the process, so it should be
faster” (Female, 31-40, postgraduate, middle level, more than 10 years internet experience).
5.2.1.6 Trust of E-service and Government
Trust “in online environments is based on beliefs in the trustworthiness of a trustee, which is composed
of three distinct dimensions: integrity, ability, and benevolence” Gefen et al. (2008: 276). Two main
questions were asked during interviews; the first question examined if staff members trust the
reliability and performance of the e-service, “do you trust the reliability and performance of the
current e-services? Can you provide an example?”
The second question was to examine trust towards ADPF; “do you think staff personal details and
other information are kept safe and confidential when using the internal e-services? And how do you
know that?” The purpose of the second question is to understand the relation between participants and
ADPF, which is a public sector organisation managed and supervised by the government of AD.
Based on the conducted interviews; staff members‟ arguments and expressions, it was concluded that
most staff showed confidence, faith and trust towards e-services and ADPF. Different reasons are
categorised in the themes listed below.
(i) Trust of higher management in ADPF: all participants whether using or not using the e-services,
and regardless of their gender, age, education, level in organisation and internet experience argued that
one of the main aims of ADPF is to provide all needed and required security. Some had also spoken of
divisions in the security department where specialisations in terms of computer networks and hacking
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