An SMS-Based e-Government Model: What Public Services can be Delivered through SMS? (978161520789... more An SMS-Based e-Government Model: What Public Services can be Delivered through SMS? (9781615207893): Tony Dwi Susanto, Robert Goodwin: Book Chapters.
Delivering public services through the SMS channel is becoming popular and has demonstrated its b... more Delivering public services through the SMS channel is becoming popular and has demonstrated its benefits. Some of the initiatives involved big investment. However, citizens‟ acceptance of the services is still an issue. This paper presents a study on user acceptance of SMS-based e-government services. It assesses the adequacy of four prominent models of technology adoption (TRA, TAM, TPB, and DTPB) to explain intention to use SMS-based egovernment services and proposes a generic model of individual acceptance of SMS-based e-government services. Constructs of the proposed model were derived from a survey on citizens‟ motivations for using SMS-based egovernment services, theories on individual acceptance of technologies, and user acceptance determinants of SMS and e-government services. Data for validating the models were collected from 589 citizens in three cities in Indonesia. The proposed model may explain why individuals accept or reject SMS-based e-government services and how user acceptance is influenced by the service characteristics.
SMS-based e-government is becoming popular in developed and developing countries as one of strate... more SMS-based e-government is becoming popular in developed and developing countries as one of strategies to engage more citizens to use e-government services. However, there is no study predicting and explaining the acceptance of the SMS-based e-government. This paper is one of a series of three-papers investigating the opportunities and popularity of SMS-based e-government as a background of a current research project that endeavours to develop an SMS-based E-Government Acceptance Model (SEGAM). This paper presents current advances in the popularity of SMS-based e-government among local authorities in developed and developing countries by investigating to what extent SMSbased e-government could deliver existing Internet-based e-government services, and more importantly, whether these services can fulfil the actual needs of e-government services users. It represents the current available SMS-based e-government services as a model with six levels: Listen, Notification, Pull-based Information, Communication, Transaction, and Integration levels. The model classifies the SMS-based e-government systems and the levels based on the complexity of the system and the benefits received by citizens; the higher the level the more complex the system and the more benefits received by citizens. The comparisons of the SMS-based e-government model to the general Internet-based egovernment models and the typical e-government use show SMS-based e-government is likely to deliver all service offerings of Internet-based e-government and the actual needs of egovernment users except for downloading forms. The outcomes justify the popularity and the advance of SMS-based e-government services.
Delivering public services through the SMS channel is popular in developed and developing countri... more Delivering public services through the SMS channel is popular in developed and developing countries, and it has demonstrated its benefits. However, citizens' acceptance of the services is still an issue. This paper presents a study onuseracceptance ofSMS-basede-government services.Constructs of theproposedmodelwerederived from a survey on citizens' motivations for using SMS-based e-government services (142 respondents from 25 countries), prominent theories on individual acceptance of technologies, and current studies on user acceptance of SMS and e-government services. The model was validated using data from 589 citizens in three cities in Indonesia, who are non-adopters. The relationships between the factors then were compared with data from 80 adopters of SMS-based e-government servicesin Australia. The proposed model explains what factors influence non-adopters to accept SMS-based e-governmentservices, and the comparison explains the relative importance of the factors for the adopters. The findings are promising for governments who wish to evaluate a new SMS-based e-government system very early in its development in order to assess potential acceptability and for governments who would like to diagnose the reasons why an existing SMS-based e-government service is not fully acceptable to citizens and to take corrective action to increase the acceptability of the service.
An SMS-based e-government model has been previously proposed as appropriate for delivering e-gov... more An SMS-based e-government model has been previously proposed as appropriate for delivering e-government services in developing countries. SMS has two main limitations: a limited number of characters per message and a command-line interface. In this paper we focus on how to overcome these two major constraints in order to optimize the usage of SMS in e-government services. We propose that the problem of a limited number of characters per message be addressed by using loss less or lossy SMS compression technology combined with the use of abbreviations and emoticons. To achieve an easy to use interactive SMS-based system for data exchange the SIM Application Toolkit is recommended.
Despite the large number of e-government initiatives in developing countries, most of the initiat... more Despite the large number of e-government initiatives in developing countries, most of the initiatives have failed. Possible causes of the failures include: low Internet penetration, high Internet costs and Internet illiteracy. Rather than forcing citizens to upgrade their current devices and knowledge by promoting e-government through PCs and Internet access, this paper proposes a bottom-up development approach by utilising the currently popular communications technology in developing countries, mobile phones and the Short Message Service (SMS) application. The advantages of initially using SMS to deliver e-government services in developing countries include: a large number of users with appropriate skills, low cost as users already have mobile phones, and an adequate infrastructure. For these reasons SMS-based e-government can be utilised by more people in developing countries than Internet-based e-government. This paper focuses on the potential of SMS-based e-government in low and lower middle-income countries (as defined by World Bank indicators). It includes an analysis of the present application of SMS-based e-government in some of these countries.
Previous work by the authors has argued that SMS is a more appropriate medium for providing e-gov... more Previous work by the authors has argued that SMS is a more appropriate medium for providing e-government services in developing countries and an SMS-based e-government model has been proposed. The model consists of five levels: Notification, Presentation, Communication, Transaction, and Integration; and provides guidance for governments who want to initially focus on delivering their public services through SMS technology. This paper investigates the technology requirements of each level of the model and proposes some current technologies and architectures for implementing its SMS-based systems.
An SMS-Based e-Government Model: What Public Services can be Delivered through SMS? (978161520789... more An SMS-Based e-Government Model: What Public Services can be Delivered through SMS? (9781615207893): Tony Dwi Susanto, Robert Goodwin: Book Chapters.
Delivering public services through the SMS channel is becoming popular and has demonstrated its b... more Delivering public services through the SMS channel is becoming popular and has demonstrated its benefits. Some of the initiatives involved big investment. However, citizens‟ acceptance of the services is still an issue. This paper presents a study on user acceptance of SMS-based e-government services. It assesses the adequacy of four prominent models of technology adoption (TRA, TAM, TPB, and DTPB) to explain intention to use SMS-based egovernment services and proposes a generic model of individual acceptance of SMS-based e-government services. Constructs of the proposed model were derived from a survey on citizens‟ motivations for using SMS-based egovernment services, theories on individual acceptance of technologies, and user acceptance determinants of SMS and e-government services. Data for validating the models were collected from 589 citizens in three cities in Indonesia. The proposed model may explain why individuals accept or reject SMS-based e-government services and how user acceptance is influenced by the service characteristics.
SMS-based e-government is becoming popular in developed and developing countries as one of strate... more SMS-based e-government is becoming popular in developed and developing countries as one of strategies to engage more citizens to use e-government services. However, there is no study predicting and explaining the acceptance of the SMS-based e-government. This paper is one of a series of three-papers investigating the opportunities and popularity of SMS-based e-government as a background of a current research project that endeavours to develop an SMS-based E-Government Acceptance Model (SEGAM). This paper presents current advances in the popularity of SMS-based e-government among local authorities in developed and developing countries by investigating to what extent SMSbased e-government could deliver existing Internet-based e-government services, and more importantly, whether these services can fulfil the actual needs of e-government services users. It represents the current available SMS-based e-government services as a model with six levels: Listen, Notification, Pull-based Information, Communication, Transaction, and Integration levels. The model classifies the SMS-based e-government systems and the levels based on the complexity of the system and the benefits received by citizens; the higher the level the more complex the system and the more benefits received by citizens. The comparisons of the SMS-based e-government model to the general Internet-based egovernment models and the typical e-government use show SMS-based e-government is likely to deliver all service offerings of Internet-based e-government and the actual needs of egovernment users except for downloading forms. The outcomes justify the popularity and the advance of SMS-based e-government services.
Delivering public services through the SMS channel is popular in developed and developing countri... more Delivering public services through the SMS channel is popular in developed and developing countries, and it has demonstrated its benefits. However, citizens' acceptance of the services is still an issue. This paper presents a study onuseracceptance ofSMS-basede-government services.Constructs of theproposedmodelwerederived from a survey on citizens' motivations for using SMS-based e-government services (142 respondents from 25 countries), prominent theories on individual acceptance of technologies, and current studies on user acceptance of SMS and e-government services. The model was validated using data from 589 citizens in three cities in Indonesia, who are non-adopters. The relationships between the factors then were compared with data from 80 adopters of SMS-based e-government servicesin Australia. The proposed model explains what factors influence non-adopters to accept SMS-based e-governmentservices, and the comparison explains the relative importance of the factors for the adopters. The findings are promising for governments who wish to evaluate a new SMS-based e-government system very early in its development in order to assess potential acceptability and for governments who would like to diagnose the reasons why an existing SMS-based e-government service is not fully acceptable to citizens and to take corrective action to increase the acceptability of the service.
An SMS-based e-government model has been previously proposed as appropriate for delivering e-gov... more An SMS-based e-government model has been previously proposed as appropriate for delivering e-government services in developing countries. SMS has two main limitations: a limited number of characters per message and a command-line interface. In this paper we focus on how to overcome these two major constraints in order to optimize the usage of SMS in e-government services. We propose that the problem of a limited number of characters per message be addressed by using loss less or lossy SMS compression technology combined with the use of abbreviations and emoticons. To achieve an easy to use interactive SMS-based system for data exchange the SIM Application Toolkit is recommended.
Despite the large number of e-government initiatives in developing countries, most of the initiat... more Despite the large number of e-government initiatives in developing countries, most of the initiatives have failed. Possible causes of the failures include: low Internet penetration, high Internet costs and Internet illiteracy. Rather than forcing citizens to upgrade their current devices and knowledge by promoting e-government through PCs and Internet access, this paper proposes a bottom-up development approach by utilising the currently popular communications technology in developing countries, mobile phones and the Short Message Service (SMS) application. The advantages of initially using SMS to deliver e-government services in developing countries include: a large number of users with appropriate skills, low cost as users already have mobile phones, and an adequate infrastructure. For these reasons SMS-based e-government can be utilised by more people in developing countries than Internet-based e-government. This paper focuses on the potential of SMS-based e-government in low and lower middle-income countries (as defined by World Bank indicators). It includes an analysis of the present application of SMS-based e-government in some of these countries.
Previous work by the authors has argued that SMS is a more appropriate medium for providing e-gov... more Previous work by the authors has argued that SMS is a more appropriate medium for providing e-government services in developing countries and an SMS-based e-government model has been proposed. The model consists of five levels: Notification, Presentation, Communication, Transaction, and Integration; and provides guidance for governments who want to initially focus on delivering their public services through SMS technology. This paper investigates the technology requirements of each level of the model and proposes some current technologies and architectures for implementing its SMS-based systems.
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