Chapter 1 - Brunel University

Chapter 2: Literature Review
Several e-government definitions concentrate on the benefits of delivery of
government services and information electronically for citizens, business and
employees. These are mentioned in brief in Table 2.4.
Table 2.4:
Definitions Focusing on the Benefits of E-government
Definitions/Description – Benefits Characteristics References
―E-government is defined as the implementation of costeffective
models for citizens, industry, federal
employees, and other stakeholders to conduct business
transactions online. The concept integrates strategy,
process, organisation and technology‖.
―E-government involves access to government
information and services 24 hours a day, 7 days a week,
in a way that is focused on the needs of our citizens and
businesses. E-government relies heavily on agency use
of the internet and other emerging technologies to
receive and deliver information and services easily,
quickly, efficiently and inexpensively‖.
Focus is on benefits
of e-government via
cost reduction.
Emphasis is on the
integration concept in
e-government.
Focus is on the
benefits of delivering
government services
electronically.
Whitson and
Davis, (2001)
Ke and Wei,
(2004)
Below are a few e-government definitions that consider citizens and their needs as
an important remit of e-government and seek to position customers at the centre of
focus.
Table 2.5:
Definition Focusing on Citizens
Definitions/Description – Citizen Focus Characteristics References
―An e-government is a government that makes full use
of the potential of technology to help put its citizens at
the centre of everything it does, and which makes its
citizens its purpose‖.
―E-government as seamless service delivery to citizens
or governments‘ efforts to provide citizens with the
information and services they need by using a range of
technological solutions‖.
Focus is on putting
the citizens and their
desires at the centre.
Focus is on providing
seamless services to
citizens.
Waller et al.,
(2001)
Burn and Robins,
(2003)
Below are a few e-government definitions that focus on the delivery of government
services through a single point of access, i.e. the Internet.
Table 2.6:
Definitions Focusing on the Internet as a Single Point of Access
Definitions/Description – Single Point of Access Characteristics References
―Utilising the internet and the World Wide Web for
delivering government information and services to
citizens‖.
―E-government is usually explained as a way of
improving the delivery of government services by
making them available through a single point of access
on the internet, i.e. also called as ‗one stop shop‘
shopping‖.
Focus is on the
internet for delivering
services.
Focus is on the
internet as a medium
for single point of
access for delivery of
service.
UNDPEPA/ASP
A, (2002)
Mitchinson,
(2001)
Shafi Al-Shafi 21