Testing the Development and Diffusion of E‐Government and E‐Democracy: A Global Perspective

E‐government uses information and communication technology to provide citizens with information about public services. Less pervasive, e‐democracy offers greater electronic community access to political processes and policy choices. Few studies have examined these twin applications separately, although they are widely discussed in the literature as distinct. The authors, Chung‐pin Lee of Tamkang University and Kaiju Chang and Frances Stokes Berry of Florida State University, empirically analyze factors associated with the relative level of development of e‐government and e‐democracy across 131 countries. Their hypotheses draw on four explanations of policy change—learning, political norms, competition, and citizen pressures. All four explanations are strongly linked to nations where e‐government policy is highly advanced, whereas a country’s e‐democracy development is connected to complex internal factors, such as political norms and citizen pressures.     

The Evolution and Continuing Challenges of E‐Governance

E‐governance comprises the use of information and communication technologies (ICTs) to support public services, government administration, democratic processes, and relationships among citizens, civil society, the private sector, and the state. Developed over more than two decades of technology innovation and policy response, the evolution of e‐governance is examined in terms of five interrelated objectives: a policy framework, enhanced public services, high‐quality and cost‐effective government operations, citizen engagement in democratic processes, and administrative and institutional reform. This summary assessment of e‐governance in U.S. states and local governments shows that the greatest investment and progress have been made in enhanced public services and improved government operations. Policy development has moved forward on several fronts, but new policy issues continually add to an increasingly complex set of concerns. The least progress appears to have occurred in enhancing democracy and exploring the implications of e‐governance for administrative and institutional reform. ICT‐enabled governance will continue to evolve for the foreseeable future providing a dynamic environment for ongoing learning and action.     

Public Administrators' Trust in Citizens: A Missing Link in Citizen Involvement Efforts

An important but unattended consideration in citizen participation efforts is whether public officials trust citizens and, if not, whether they can formulate and implement policies that really engage, empower, and emancipate citizens. This study attempts to answer four questions: Is public officials' trust in citizens relevant and important? Is it a valid construct that can be differentiated from other constructs? What factors influence its level? And how does trust influence citizen involvement efforts? Based on a survey of 320 public administrators, the study finds that public administrators' trust in citizens is a relevant and valid construct and a predictor of proactive citizen involvement efforts. Public administrators generally have a neutral (neither trustful nor distrustful) view of citizens. Finally, factors affecting the level of trust are identified at the individual, organizational, and societal levels.     

Defining E‐leadership as Competence in ICT‐Mediated Communications: An Exploratory Assessment

While many aspects of the dramatic shifts caused by digital government have made enormous progress, the leadership of those who serve the public via electronic means has yet to take a significant step forward. This article addresses three questions: How significant has e‐leadership become? What are the challenges in trying to create a more comprehensive model of defining and measuring e‐leadership? And, based on current knowledge, what skill and behavioral elements are candidates for a concrete e‐leadership model? The authors develop and test an original model that focuses on e‐leadership as a competence in virtual communications (i.e., the use of ICT‐mediated communications) and the digital opportunities and challenges that are created. The results provide strong support for the proposed model. The article concludes with a discussion of a future agenda for e‐leadership research that can be developed in a manner that is fruitful for theory and practitioners.     

Multidimensional government‐citizen congruence and satisfaction with democracy

In the first comparative study of multidimensional government‐citizen policy congruence, this article shows that citizens are less satisfied with democracy when their views differ from that of the government on policy dimensions beyond the general left‐right axis. Satisfaction is reduced by a government that deviates on European integration and redistribution and partly also on social lifestyle, immigration and environmental protection. Furthermore, this analysis identifies the level of political interest as central moderator of this relationship. Satisfaction of citizens with stronger interest in politics suffers more when there is a politically distant government. Combining data from the 2010 Chapel Hill Expert Survey and two waves of the European Social Survey, the analysis builds on information on citizen‐government policy congruence of some 45,000 citizens and 31 governments in 15 Western and Central Eastern European countries. The article brings a multidimensional perspective to the study of policy congruence between citizens and governments in a time when the preference structure of parties and citizens has become increasingly complex.     

Technological Distribution in Uganda: Information and Communications Technology and the State in an Eastern African Nation

Information and communications technologies (ICTs) include old technologies—such as the radio and the television—as well as newer technologies—such as the Internet and wireless telephony. This study considers the process that the government of Uganda has used to adopt and implement ICT policy. This study also considers the techniques which the government of Uganda has used to distribute ICTS in public locations such as government offices, schools, and hospitals. In particular, this study attempts to consider the political motivations for distribution. The Ugandan government's attempt to distribute this technology reflects strengths in the area of distribution of artefacts, particularly to rural areas. Information and communications technologies are an important part of the Ugandan economy. In addition, ICTs strengthen the ability of citizens to communicate with each other across regional and language borders through shared access points. Methodologically, this paper uses the case study method. Semi‐structured interviews were conducted with politicians, policy makers, civil society activists, citizens, academics, medical personnel, regional government officials, and business people. This paper argues that politicians use ICTs as a component of a basket of goods and services that they can distribute to witnessing publics. This paper argues that ICT should be viewed as a type of infrastructure, and that as a public good, it can be used as a “club” good or “pork.” Although several authors discuss the potential of ICTs as democratizing, this paper documents that the Ugandan government has employed ICTs in oppressive ways, including for the surveillance of opposition leaders, and for social control.     

In Search of Society? The Limitations of Citizen‐Centred Governance

Democratic governments have spent much of the last two decades attempting to recalibrate their governance systems around a single focal entity: the citizen. The all‐pervasive rhetoric of citizen‐centred governance has seen policies conceived, delivered and evaluated in terms of the satisfaction levels achieved by individual ‘citizens’. This article argues that by disaggregating societal interests down to the smallest available individual unit – the citizen – policy makers have created unrealistic expectations of individual participation, leading to public distrust when ‘citizen‐centred’ rhetoric does not match reality. Simultaneously, the focus on individual outcomes has narrowed the policy‐making gaze away from wider society‐level measures that could create more robust policy options in the face of ‘hard choices.’ The result – paradoxically – is that the more government focuses on pleasing the individual citizen, the less trusting those citizens are of government's ability to deliver meaningful outcomes.     

The Potential for Public Empowerment through Government‐Organized Participation

This article develops a better theoretical understanding of the linkage between the processes and outcomes associated with government‐organized public participation, including its potential to empower citizens in guiding administrative decisions. Special focus is given to those factors that shape the development and maintenance of the citizen–administrator relationship. To this end, the research examines the work of federally mandated citizen review panels and their interactions with state child protection agency administrators. Based on 52 in‐depth interviews conducted with citizens and administrators in three U.S. states, a grounded theory approach is employed to derive a series of testable theoretical propositions. The insights gained are of importance not only to public administration scholars but also to citizens and administrators who engage one another through formally organized channels of participation.     

Citizens policing citizens: are citizen watches manifestations of contemporary responsible citizenship?

During the last decade, the phenomenon of citizen watches has become a common and meaningful element in citizen participation that aims to improve local public safety. This paper discusses citizen watches as a manifestation of the way citizens and state agencies are redefining and transforming their relationships. It examines the question of the extent to which citizen watches can be seen as examples of good citizenship. The Dutch government is currently appealing strongly for more citizen involvement in public matters, but is unclear about the kind of involvement it expects. The paper argues that citizen watches are mainly considered manifestations of ‘good citizenship’ by the government if they are set up in line with state objectives and are willing to serve as an auxiliary of the formal authorities in the neighborhood. Many citizen watches are therefore products of self-responsibilization processes, which have not yet received much academic attention.     

Exploring the Role of Nonprofits in Public Service Provision: Moving from Coproduction to Cogovernance

This article investigates the determinants of nonprofits' involvement in cogovernance, or the planning and design of public services, using a unique data set of park‐supporting nonprofit organizations in large U.S. cities. The results indicate that nonprofits are more likely to get involved in cogovernance when they are younger, larger, and operate in communities that are more resourceful and stable. In addition, the likelihood of nonprofits' involvement in cogovernance is negatively associated with the level of social capital and government capacity to provide corresponding public services. The article points to an emerging mode of government‐nonprofit collaboration that goes beyond the production and delivery of public services. As public managers face extensive challenges in sustaining the desired level of public services, these findings have important policy implications for efforts to promote citizen participation and cross‐sector solutions to complex social problems.     

Social and Political Consequences of Administrative Corruption: A Study of Public Perceptions in Spain

Spain experienced an outbreak of public sector corruption—much of it related to the involvement of regional and local administrators and politicians in the country's urban development boom—that angered the public and sparked calls for government reform. Using data from a 2009 survey that followed these events, the authors examine the association between perceived corruption and the attitudes and behaviors of citizens, including satisfaction with government and democracy, social and institutional trust, and rule‐breaking behaviors. The findings suggest that perceptions of administrative as well as political corruption are associated with less satisfaction, lower levels of social and institutional trust, and a greater willingness to break rules. Although these survey results cannot prove causation, they are consistent with the notion that administrative and political corruption damages the legitimacy of government in the eyes of citizens and weakens the social fabric of democratic society.     

E‐government and public service quality in Ghana

This article contributes to the growing discourse on the potential of e‐government to transform the operations of public sector institutions, thereby improving public services. It does so by conceptualizing public service quality into efficiency, economy (cost reduction), customer satisfaction, and service accessibility and draws on qualitative data from the Ghanaian narrative for illustration. As previous studies have demonstrated, this study also affirms the potential of e‐government in improving public services delivery by increasing efficiency, reducing the cost of operations, expanding access to services, and achieving customer satisfaction. Yet, there remains a repertoire of challenges such as weak ICT infrastructure especially in towns and villages, incessant power outages and illiteracy, which are drawbacks to fully harnessing the benefits of e‐government in Ghana. The study recommends that these challenges should feature prominently in e‐government policies to increase the chances of solving them.     

Government intervention and the empowerment process: Citizen involvement in the 2010 Shanghai World Expo

Citizen involvement in major government initiatives is increasingly favoured in the evolving theory and practice of public administration. As a mega project, the Shanghai Expo featured citizen involvement both as a publicity idea and as a pragmatic approach for obtaining resources and support from citizens. Due to the lack of a participatory democratic tradition, the Shanghai municipality has sought to promote citizen involvement through specific social projects over a short time. The paper explores the evolution of citizen involvement from consumerism to collaborative governance, and suggests the concept of empowerment as a crucial perspective in the promotion of such citizen involvement. Within this framework, two projects of the Shanghai Expo are analysed as case studies focusing on the empowerment process in citizen involvement. In conclusion, the study offers some reflections on the current state of citizen involvement and puts forward suggestions for post-Expo governance in Shanghai. Copyright © 2014 John Wiley & Sons, Ltd.     

Digital Government: A Primer and Professional Perspectives

Digital technology is a critical enabler of public administration reforms. It can improve the efficiency and productivity of government agencies and allow citizens to transact with government anytime, anywhere. It can also deepen the democratic process, empowering citizens to participate in policy formulation. In this article Andrew Botros, the director of Expressive Engineering, and Maria Katsonis, from the Department of Premier and Cabinet (Victoria), explore the challenges of the digital world for the public sector. Katsonis presents a primer on digital government tracing its evolution from the e‐government movement of the 1990s to Government 2.0 in the 2000s to today's digital‐by‐default agenda. As technology and its role in public sector reform have progressed, so too have the governance, cultural, and leadership challenges deepened. Botros examines NSW approach to open innovation with the Premier's Innovation Initiative in NSW, the state's open data experience, and Transport for NSW and its management of public transport data. He argues NSW's approach involves a significant innovation trade‐off, requiring fresh thinking in digital‐era collaboration.     

The Individual‐Level Effect of Gender Matching in Representative Bureaucracy

A substantial literature links passive bureaucratic gender representation to better outcomes for represented citizens. However, because existing studies have been carried out primarily at the organizational level, it is not known whether these effects are caused by individual‐level interaction or by organizational processes. This article investigates whether gender matching in individual relationships affects citizen outcomes. The context of the study is a program in which young job seekers without vocational training were assigned to a job counselor for one‐on‐one meetings. The article finds that gender matching has a positive effect on citizen outcomes and that this effect is partly explained by an increased level of effort on the part of the citizen. This implies that citizen outcomes can be improved by matching bureaucrats and citizens of the same gender or by providing training to bureaucrats to enable them to better serve citizens of the opposite gender.     

Public Trust in Government in Japan and South Korea: Does the Rise of Critical Citizens Matter?

Based on the Asia Barometer Survey of 2003, 2004, and 2006, government performance, citizen empowerment, and citizen satisfaction with self‐expression values are associated with public trust in government in Japan and South Korea. This study finds, first, that government performance on the economy, controlling political corruption, the quality of public services, crime, and attention to citizen input are significantly associated with broad public trust in government in both Japan and South Korea. Likewise, citizens’ satisfaction with their right to gather and demonstrate and to criticize the government is closely connected to trust in central and local governments in Japan. In South Korea, citizens’ satisfaction with their right to gather and demonstrate is intimately linked to trust in local government. Implications for government leadership to enhance performance, transparency, citizen participation, and public trust in government are analyzed and elaborated upon in this insightful study.     

THE INFLUENCE OF E‐GOVERNMENT ON ADMINISTRATIVE DISCRETION: THE CASE OF LOCAL GOVERNMENTS IN EGYPT

One important but often understudied area of research in public administration is the effect of e‐government on administrative discretion. This article examines e‐government factors that influence administrative discretion through a survey of local governments. The focus of this study is on Egyptian local governments, which are using e‐government to modernise public service delivery. Through a survey of administrative officials in these governments, this study found evidence that e‐government factors of collaboration and organisational change influenced administrative discretion. Other common factors noted in the literature such as size of the local government and demand by citizens for e‐government did not register an effect on administrative discretion. The results of this study imply that local governments should do more to enhance e‐government to reduce administrative discretion, especially in the area of increasing collaboration. Copyright © 2011 John Wiley & Sons, Ltd.     

Public participation and the concept of space in environmental governance: An application of PPGIS

Citizen participation ought to be important in environmental governance. However, environmental issues are usually defined as science‐related ones, wherein expert knowledge is more important than the opinions, demands or needs of citizens. On the other hand, environmental issues involve spatial dimensions, the geographic characteristics of which require specific techniques to analyse. PPGIS is applied to study An‐Shun, the site of a well‐known pollution case in Taiwan, to reveal, through a participatory process, the perception of space of citizens of a nearby community. The results of this study suggest that the government needs to ensure more citizen participation in its future plans for the decontamination and renovation of the An‐Shun site. Lay knowledge or citizen perceptions of space should not replace scientific knowledge, but can supplement it. They are additional views that ought to be considered by government agencies in dealing with environmental issues. Copyright © 2009 John Wiley & Sons, Ltd.     

Institutional Sources of Legitimate Authority: An Experimental Investigation

Unelected officials with coercive powers (e.g., police, prosecutors, bureaucrats) vary markedly in the extent to which citizens view their actions as legitimate. We explore the institutional determinants of legitimate authority in the context of a public goods laboratory experiment. In the experiment, an “authority” can target one “citizen” for punishment following citizen contribution choices. Untargeted citizens can then choose to help or hinder the authority. This latter choice may be interpreted as a behavioral measure of the authority's legitimacy. We find that legitimacy is affected by how authorities are compensated, the transparency with which their decisions are observed, and an interaction between these. When transparency is high, citizens are more willing to assist authorities who receive fixed salaries than those who personally benefit from collected penalties, even when citizens' material incentives are controlled for. Lower transparency reduces support, but only for salaried enforcers.     

An Experimental Test of the Expectancy‐Disconfirmation Theory of Citizen Satisfaction

A number of prior studies have found evidence for the expectancy‐disconfirmation theory of citizen satisfaction with public services, which holds that citizens judge public services not only on experienced service quality but also on an implicit comparison of service quality with prior expectations. But the evidence to date has been based on surveys (observational studies) and on subjective measures of expectations and performance, which are likely endogenous. Thus, the present study aimed to test the expectancy‐disconfirmation theory of citizen satisfaction with public services using an experimental method. Participants in an Internet panel (N = 964) were randomly assigned to receive either low‐ or high‐expectations statements from a hypothetical government official and to view either low‐ or high‐performance street cleanliness photographs, in an online survey experiment. The findings are in line with previous research and generally confirm the core relationships in the theory, although the effect of expectations varied by age and political ideology. Because this study is a true randomized experiment, it provides better evidence than previous studies regarding the true causal nature of these relationships.