A Model for Building Trust in E-Government

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Author(s): Stephen M. Mutula (University of Botswana,, Botswana)
Copyright: 2012
Pages: 19
Source title: Digital Democracy: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-1740-7.ch016

Keywords: Electronic Government / Government & Law / Information Science Reference

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Abstract

E-government is a new and complex field which is yet to be clearly understood because of lack of a well developed theoretical framework. E-government provides a platform for different forms of interactions such as business to business (B2B), citizens to government (C2G), government to government (G2G), business to government (B2G), etc. These interactions raise several ethical issues which have implications on citizens’ trust in e-government. This chapter proposes a model for building trust of citizens in e-government. The proposed model is premised on five trust pillars: ethical/human; information/content; technical; policy/legal; and political/governance. Each of these pillars has several dimensions adapted from various existing user satisfaction tools or frameworks such as Service Quality (SERVQUAL), trust formation framework, technology acceptance model, information systems success model, and many more. The chapter also covers history of e-government; models of e-government interactions; e-government trust related models; theoretical basis of trust; causes of distrust in e-government; challenges of applications of ICT in e-government; framework for building trust in e-government; and future trends of trust in e-government.

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