Impact of the Adoption of Unified E-Government

The Impact of the Adoption of Unified

E-Government on the Relationship between

Citizen's Satisfaction and Performance Level

in the Egyptian Governmental Services Sector

Case Study : NEW CAIRO CITY AUTHORITY

Under Supervision : Dr. Tarek Mohamed Ali

Prepared by : Hania Mohamed Hassan

Hania Mohamed Hassan_2/1/2021 1

Table of Content

1. Introduction

2. Theoretical Framework

3. Data collection & Analysis

4. Population and Sampling

References

Hania Mohamed Hassan_2/1/2021

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I. Introduction

1.1 Research Background

1.2 Phenomenon Definition

1.3 Phenomenon Description

1.4 Suggested Reasons - Research Gap

1.5 Problem Objectives


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1.1 Research Background

New Cairo City Authority, a governmental organization was established by

presidential decree in the late 1990s, in charge of establishment and development

of new civilized societies, achieving community stability and economic prosperity.

The Mission is to deliver high quality, customer-focused services in a timely and

competent manner consistent with available resources with the cooperation of

community focusing on public safety, responsible planning for economic growth,

infrastructure improvements, transportation, public health, and sustainable

environment, and using accurate data to make decisions.

For Effective E-Government implementation, develop new strategies, leverage

technology and outline the potential role of national identity schemes to enable

transformation of traditional identities into digital identities, and help to bridge the

gap between policy makers and implementers, by providing greater clarity and

reducing misunderstanding of key elements of e-government transformation.

For leaders who want to invest in e-government transformation, use a powerful

tool to communicate and coordinate initiatives, and provide a clear visualization of

an integrated approach to e-government transformation.


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1.2 Phenomenon Definition

Due to the increase in citizens’ complaint rates about the level of services

provided by government agencies, there is a growing demand for governments to

transform from traditional department-centric model to a “Citizen-Centric”

model, aiming to enhance quality of life of citizens, greater convenience, higher

customer satisfaction levels and trust in government.

Among the promises of the Information Communication Technologies (ICT)

revolution is its potential to modernize government organizations, strengthen

their operations and make them more responsive to the needs of their citizens.

ICT is increasingly being embraced to boost efficiency and integrate employees,

partners and citizens as it is becoming difficult to achieve these outcomes and

meet needs of citizens with fragmented e-government initiatives. Such situation

is forcing governments to take an integrated approach to improve quality and

effectiveness of delivering services to their citizens.


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1.3 Phenomenon Description

Our Phenomenon can be described as follows : increasing citizen dissatisfaction

levels due to lower quality of services provided by governmental sectors to

citizens leading to higher distrust and lack of credibility.

Adoption of Unified E-Government can significantly affect the government

performance level accordingly the level of quality of services as well as citizen

satisfaction level in case of correct implementation.

This research aims to provide an analysis of how the direction of e-government

adoption in the Egyptian governmental service sector can affect the relation

between the performance level and citizens’ satisfaction; achieving its objective.

It is offering an innovative framework from a government practitioner's viewpoint

and in light of the existing literature which is structured as follows: First, a short

literature review on the concept of citizen centricity in e-government applications.

Next, some recent statistics on the progress of e-government in New Cairo City

Authority. Then, all variables are presented and discussed using data collected.

The paper concludes with key elements and considerations around success factors

and improvement opportunities.


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2020 UN E-Government Survey (Full Report)

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1.4 Suggested Reasons

Lack of awareness regarding e-government services in the Egyptian society on

the part of citizens and public sectors’ employees;

Governmental regulations and structures aren’t appropriate with implementation

of E-government such as lack of E-signature mechanism;

Reluctance and Mistrust of Automation

Bureaucratic Challenges and inflexibility to modify workflows;

Shortage of IT and underdeveloped staffing skills;

Outdated infrastructure legacy system incompatibility;

Lack of trust in doing tasks online among government employees;

Lack of training programs to improve the use of computer and Internet;

Lack of security of information and privacy concerns;

Limited number of studies and research regarding e-government;

Dominance of English language in Electronic content development;

Fear of consequences and results of process of transition to e-government;

Fear that e-government program will result in minimizing intervention;

Fear that e-government program will reduce the role of employees in doing jobs.

Gebba and Zakaria 2015 |E-Government in Egypt

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1.4 Research Gap

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Our problem main objective is to increase citizens’ satisfaction levels which is

achieved by improving the performance of governmental service sector and

increasing the quality of services delivered to citizens which necessarily will

happen after adopting fully integrated E-Government approach.

To achieve our objective, we have to consider some recommendations:

Urge the new Parliament to issue e-government law, including e-signature draft

that permits for acceptance of authenticated documents among entities.

Government must work in cooperation with the private sector and citizens for

ensuring secure use of e-government portals.

Develop a comprehensive e-payment framework allowing for several payment

techniques; credit cards, pre-paid cards and payment on mobile telephone bills.

Develop new applications based on citizens' needs or customer studies, thus

understanding their educational levels, traditions, values, behavioral patterns.

Enhancing infrastructure coverage in underserved areas, promoting greater use

of CITs among organizations located outside the technology parks.


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To solve our main problem and increase citizens’ satisfaction levels depending

on improving the performance level of the governmental service sector and

increasing quality of services delivered to citizens which would not be achieved

without adopting fully integrated E-Government approach.

First, we have to set a group of goals that we have to achieve:

E-Readiness: Equal Access for All

E-Learning: Nurturing Human Capital

E-Government: Government now Delivers

E-Business: A New Way of Doing Business

E-Health: Increasing Health Services Availability

E-Culture: Promoting Egyptian Culture

ICT Export Initiative: Industry Development


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An example on the data collection, a sample of data relative to

customer service center for the year 2020

Number of services requested

During the year 2020

Percentage of

number of services

requested

No of services delivered 55994 53.7 %

No of services ongoing 26341 25.3 %

No of services cancelled 2791 2.7 %

No of late services 19126 18.3 %

TOTAL Score 104252


II.

Theoretical Framework

2.1 Research Variables

2.2 Literature Review

2.3 Conceptual Framework

2.4 Research Hypotheses


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II.


This research aims to provide an analysis of the current e-government movement

in the Egyptian governmental service sector and to support achieving its objective

towards e-government transformation offering an innovative framework from a

government practitioner's viewpoint and in light of the existing literature in field.

The recommended framework is an amalgamation of learnings from various e-

governments initiatives across the globe. It defines a comprehensive approach

addressing technology, strategy and the broader approach to realizing e-

government transformation. It proposes many innovative models to support the

visualization of numerous dimensions of transformed e-government.

This research article is structured as follows. First, a short literature review on the

concept of citizen centricity in e-government applications is provided. Next, some

recent statistics on the progress of e-government, in terms of its strategy, e-services

and distribution, and recent developments. The research and development

methodology is outlined thereafter, and subsequently the proposed framework is

presented and discussed. The paper concludes with the presentation of some key

considerations around success factors and improvement opportunities.


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Independent Variable (IV)

It is the Government performance level which is a variable that changes

according to external factors and explains the changes happening in the

dependent variable and represents indirect reasons for the phenomenon.

Measured using primary and secondary data from records and researches.

Dependent Variable (DV)

It is the Citizens’ satisfaction level which is a variable that changes

according to changes happening in the independent variable and is

completely affected and controlled by it and represents problem objective.

Measured using primary and secondary data from surveys and questionnaires.


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Moderating Variable (MV)

It is the External Environment Factors that affect the direction (positive

or negative) and/or strength (significant or weak) of the relation between

independent variable and dependent variable.


Intervening (Mediator) Variable (IIV)

It is the Adoption of E-Government that affects the observed phenomenon

but cannot be seen, measured or manipulated; its effect is concluded from

the impact of the independent variables on the observed phenomenon.



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The Relationship Between Variables

MV

External Environment

Factors

IV

Government

Performance

Level

Citizens’

Satisfaction

Level

DV


The Relationship Between All Variables

IV

IIV

DV

Government

Performance

Level

Adoption of

E-Government

Citizens’

Satisfaction

Level

External

Environment Factors

MV



Government consists of various agencies and service providers each of which has

many departments offering services to citizens. In a department centric approach,

citizen needs to interact with each department separately causing inconvenience

and inefficiency. Moreover, any services that requires approvals or intervention of

more than one department, would take a long time to deliver.

The next stage is the integration at service provider level where multiple services

and departments under a single agency or service provider are integrated to give a

single agency feel to the citizens who still need to interact with different agencies

for different purposes, leading to less transparency and convenience for citizens.

Fully integrated government provides vertical and horizontal cross service

providers and cut through various layers of delivery. Government integration

results in projecting a single government view to the citizen and allows them to

avail services from One-Stop-Shop portals and Service Access Points.

Citizen centric e-government would enjoy increased trust of citizens and should

ensure accountability of government transactions.

International Journal of Managing Value and Supply Chains (IJMVSC) Vol. 2, No. 1, March 2011

19



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2.3 Conceptual Framework

This study is following both quantitative and qualitative approach using a

survey and a case study to understand citizens’ perspectives regarding the

role of E-Government adoption.

A conceptual model is created by extending the theoretical model with the

trust and internet experience factors.

‘Trust’ is defined as expectancy that the promise of an individual or group

can be relied upon, it is a key enabler in impersonal situations with a level

of uncertainty, and online environments are no exception.

Lack of trust is one of the most important barriers to e-service adoption,

especially when personal or financial information is involved.

Recent studies of online behavior emphasize the importance of including

‘Trust’ in adoption models to gain a more comprehensive understanding of

user acceptance of electronic services and to reduce power of resistance;

interpretation power of the models is reported to get improved.


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Relationship Between Variables

According to Conceptual Framework

IV

IIV

DV

Government

Performance

Level

Adoption of

E-Government

Citizens’

Satisfaction

Level

MV

External Environment Factors

political, economic, social,

cultural changes


The Schematic Diagram of the


IV

IIV

DV

Government

Performance

Level

H3

MV

H1

H6

Adoption of

E-Government

H4

External Environment Factors

political, economic, social,

cultural changes

H2

H7

H5

Citizens’

Satisfaction

Level


2.4 Research Hypotheses

H1: The higher the government performance level (indicating successful vision

and strategic planning), the higher adoption of e-government and vice versa.

H2: The higher the adoption of e-government successfully, the higher the citizens’

satisfaction level and vice versa.

H3: The external environmental factors (political, social, economic changes) have

significant strong positive impact on the government performance level.


a significant strong positive impact on the adoption of e-government.


significant strong positive impact on the citizens’ satisfaction level.

H6: The external environmental factors have a significant strong positive impact

on relation between government performance level and adoption of e-government.

H7: The external environmental factors have a significant strong positive impact

on relation between adoption of e-government and citizens’ satisfaction level.


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The External Environment Factors

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Secure e-Government Adoption: A Case Study of Tanzania

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III. Data Collection & Analysis

3.1 Sources of Data

3.2 Approaches to Data Collection

3.3 Data Collection Methods

3.4 Data Collection Techniques

3.5 Data Collection Tools

3.6 Data Analysis Methods


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3.1 Sources of Data

This research has both kinds of resources primary and secondary sources of

data, as follows:

1- Primary Data is directly collected from files and records of the

customers dealing with our case study “New Cairo City Authority” such as

statistical reports about the daily number of services applied for and

delivered to citizens or the daily number of complaints made.

2- Secondary Data is collected from reading several proposals that were

published about customer satisfaction under the adoption of E-Government,

factors of success and the challenges facing implementation.


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3.2 Approaches to Data Collection

This research has used the two approaches in data collection, as follows:

1- The Qualitative data collection approach is used to explain meanings,

explore attitudes, environmental factors, non-financial indicators, culture

differences, behaviour and experiences.

2- The Quantitative data collection approach is also used to generate

some statistical calculations and numerical indicators to measure strength of

relations between variables, evaluate their directions and change rates.


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3.3 Data Collection Methods

This research has used both statistical method and descriptive methods of

data collection, as follows:

1- Survey is a structured way to collect standardized information from

citizens and employees in customer services department using questionnaire

(non-descriptive) which can be as mail survey, online survey to save time

and costs while face-to-face survey (personal interview) can be used to

ensure having accurate results.

2- Unstructured Interviews or Focus Groups can be used for descriptive

data collection and the need to interpret the phenomenon and explain its

indicators and focus on the real reasons.


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3.4 Data Collection Techniques

Questionnaires and Structured and semi structured Interviews

3.5 Data Collection Tools

Online and offline surveys, personal interviews (face to face)

3.6 Data Analysis Methods

R, AMOS for statistical analysis and CHI square for descriptive analysis


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IV. Population and Sampling

4.1 How to Specify the Population

4.2 Identify level and Unit of Analysis

4.3 Sampling vs Complete Census

4.4.Types of Samples

4.5 Sample Size


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4.1 How to Specify the Population

The Population is specified by two parties :

1- The community living in New Cairo City as every citizen who owns a

piece of land or any kind of unit and using services provided by New Cairo

City Authority is considered population to be examined and tested and must

be represented in the sampling process.

2- The employees working in the New Cairo City Authority starting from

top management till the youngest security officer standing in his position as

all of them is related to work flow of service delivering operation.


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4.2 Identify level and Unit of Analysis

The Level of analysis is made on two stages:

1- First a random sample is taken on all the community of citizens of the

city and a random sample on all employees working in New Cairo City to

be examined and tested and must be representing all categories.

2- Second, a stratified or segment random sample is to be taken on

special categories to examine the primary results of the sampling process.

Functional and Geographic Limitations are considered.


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4.3-5 Sampling (Type and Size)

The Sampling Process is a Quota Sampling process by segment and is

taken using Multi-Stage Sampling selected from multi-stage sub-groups.

The sample is better to be probability sample for equally representing all

slices of the whole population.

The Sample Size is to be 20% of each category of the whole population

which reached about 100000 clients to save time and money and to

decrease the error margin and increase level of confidence.

The results of the sampling revealed about 60% complaints from the

citizens due to late services delivery or poor quality service issues.


A hypothetical example of a CPM given for NC

‣ From this table, company A scores better (strengths) in innovation and product

quality, and assumes minor strength in customer service, price competitiveness,

and technological competence. While it has minor weakness in advertising and

major weakness in brand name.

‣ As a whole, its total score is 2.80 and on the other hand, its competitor A’s and

competitor B’s total scores are 3.10, and 2.65 respectively. So, it is revealed that

competitor 1 enjoys higher competitive advantages by 0.30 than the company

while competitor 2 is lagging behind by 0.15.

https://expertprogrammanagement.com/2017/01/competitive-profile-matrix-cpm/ 37

‣ There are 4 key components to a CPM:

1. Critical Success Factors

2. Weight

3. Rating

4. Score & Total Score

‣ A Competitive Profile Matrix (CPM) is a strategic tool that can be

used to compare one company to another across a range of factors

critical to success and to help you define your strategy.

‣ The total score for a given company shows how competitive that

company is in the marketplace relative to other companies.

‣ In our case, this tool can be useful in evaluating the strengths and

weaknesses and clarifying the reasons behind low levels of customer

satisfaction and lower profitability rates.

‣ The following table shows the CPM for our local governmental

organization based on its KSFs compared to its competitors.

www.mykpono.com/how-to-conduct-competitive-analysis

38

‣ As shown below, total weighted score for our City Authority = 2.45

showing how competitive it is in the marketplace relative to others.

‣ Our City Authority has major strengths in product quality and location while

suffers a major weakness in customer service and customer loyalty.

‣ Competitor 1 scored higher due to major strengths in marketing and brand

reputation while suffering major weakness in product quality and product

range.

‣ Competitor 2 scored lower due to major weakness in brand reputation and

minor weaknesses in marketing, product quality and customer loyalty..

https://expertprogrammanagement.com/2017/01/competitive-profile-matrix-cpm/

39

References

‣ E-Government in Egypt: An Analysis of Practices and Challenges, Tarek R. Gebba and Mohamed R. Zakaria

‣ Factors for Successful e-Government Adoption: a Conceptual Framework,Vinod Kumar 1, BhaskerMukerji 1, Irfan

Butt 1, and Ajax Persaud 2, 1Carleton University, Canada, 2University of Ottawa, Canada

‣ Determinants of User Adoption of e-Government Services in Greece and the role of Citizen Service

CentresAnastasiaVoutiniotia*

‣ An examination of citizen satisfaction with mandatory e-government services: comparison of two information systems

success models Abdullah Ibrahim Alkraiji, Department of Information and Communication Technology, King Fahd

Security College, Riyadh, Saudi Arabia

‣ Broad band Policies for Latin America and the Caribbean: ADigitalEconomyToolkit©OECD,IDB2016

‣ AN INNOVATIVE APPROACH FOR E-GOVERNMENTTRANSFORMATION, Ali M. Al-Khouri, Emirates Identity

Authority, Abu Dhabi, UAE

‣ Determinants of e-government services in developing countries: a field survey and a case study, University of

Wollongong, Omar Alhujran.

‣ Secure e-Government Adoption: A Case Study of Tanzania,Viola Rukiza, Royal Institute of Technology, Geoffrey

Karokola, Stockholm University, Jeffy Mwakalinga, Royal Institute of Technology, Stewart Kowalski, Stockholm

University

‣ Satisfaction with E-Government Portals: Perspective of Senior Citizens, Ching Seng Yap1, Rizal Ahmad2, Cordelia

Mason3 and Farhana Tahmida Newaz2

‣ IDENTIFYING FACTORS OF E-GOVERNMENTACCEPTANCE, A LITERATURE REVIEW Completed Research

Paper, Sara Hofmann, University of Muenster

‣ Challenges Facing Government IT: 4 Things You Should Know,September 8, 2016 | By Steve Brown | Government IT


“Participation of people in decisionmaking

is the real goal of e-government.

Governments have to do more than just

release information to the public.

Viviane Reding

Thank you


Impact of the Adoption of Unified E-Government

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