The authors introduce the article by describing eGovernment as a concept comprising numerous technologies used to offer citizens and stakeholders public services and information conveniently. Even with the promising potential of the idea, it has not been widely adopted. Among the notable barriers to extensive use of eGovernment are the risks of citizens’ data and privacy breaches (Gefen et al., 2002). Hence, the authors theorize that the most probable way of realizing the advantages of the new technology is by promoting citizens’ confidence in the application. The article provides an example of e-commerce to justify the significance of trust. It asserts that consumers share information, increase inquiry, and show purchasing intentions where there are lesser levels of dependence and risk to personal data. The main focus of the authors is on the electronic filing of tax as one of the most crucial functions of eGovernment. Therefore, the article assesses the impacts of citizens’ trust in government on their motives to file tax returns online based on the presumption that it is more convenient. The researchers examine some of the strategies the government can employ to boost citizen trust.
Gefen et al. (2002) explain that various government bodies at different levels globally have adopted electronic government intending to improve the efficiency of delivering public services to the people. In the U.S., the idea resulted from the Government Paperwork Elimination Act of 1998 and the Presidential Memorandum on eGovernment of 1999 (Gefen et al., 2002). The two policies mandated the various government departments to construct eGovernment platforms. Among the bodies that were the first to implement the directives is the tax agency, Internal Revenue Service (IRS). IRS quickly replaced its traditional methods of using emails and phone communication with clients (Gefen et al., 2002). Thus, with the adoption of eGovernment, simplicity and convenience in service delivery to citizens would be achieved. In relation to management information system (MIS), the article suggests that the eGovernment would parallel the perceived usefulness (PU).
However, the Gefen et al. (2002) note several factors that predict the intended use of eGovernment. First is citizen trust, which is one of the leading elements of many social and economic interactions. The researchers show that when trust is present, people easily engage since there is no social complexity due to reduced uncertainty and risks. The second is the social influence in which affects the beliefs about the technology among inexperienced users (Gefen et al., 2002). Therefore, creating a positive climate surrounding eGovernment encourages its adoption. Website’s ease of use also enhances its quick adoption since most people would perceive it as convenient than when the utilization of the concept requires technical know-how. Overall, the study argues that building trust is the most crucial way of enhancing the implementation of the new method.
The researchers recommend that to increase citizen trust, government agencies must invest in some useful strategies. The first one is institutional guarantees, whose main function would be to offer certification about the credibility and trustworthiness of the website. Secondly, it suggests providing satisfactory services to the public, which influences their perception of the technology. Lastly, the study encourages creating awareness about the government’s intentions and beliefs so that the public is knowledgeable. Thus, according to the Gefen et al. (2002), trust, risks, and ease of use should not be overlooked in the process of implementing government as it can adversely affect the citizens’ perception. As a result, the trust would reduce, and the government would not be able to adopt a technology that would offer more value and convenience to the public.
Reference
Gefen, D., Warkentin, M., Pavlou, P., & Rose, G. (2002). eGovernment adoption. AMCIS 2002 Proceedings, 83, 569-575.