eGovernment from a citizen’s perspective : a proposed assessment tool in line with the DIGITAL MALTA strategy

Abstract

This thesis is concerned with the proposal and creation of an assessment tool which can be implemented by the Malta Communication Authority (MCA) as well as the Malta Information Technology Agency (MITA) in conjunction with their implementation of Malta’s Information Communication Technology (ICT) strategy, DIGITAL MALTA. The strategy’s main aim is to strengthen relations using ICT between government and civil society, government and businesses, and government and citizens. The scope of this thesis will be narrowed to the relations between government and citizen, and how their interactions through ICT can be improved using data generated from a tailor-made assessment tool.

The primary technological interface between citizens and government can be found at www.mygov.mt, the online government portal. This allows citizens to access various services (such as the paying of bills) online. Indeed, one of the aims of the strategy is improve and increases the number of e-services available on the portal in order to encourage citizen participation through convenience.

The strategy proposes using various benchmarks and indices compiled by recognised organisations, such as the United Nations, in order to assess the progress that results from the DIGITAL MALTA strategy. As will be observed further on, the indices offer wide comparison between countries however, the data is not in-depth.

The assessment tool will be based on indicators taken from the indices mentioned above in order to create an in-depth data generating tool which could bridge the information gap and enhance future developments in such a way as to reflect citizens’ needs.

Being an undergraduate thesis, it would not have been possible to use the assessment tool individually due to constraints on time and resources. Although the assessment tool was not used, the methodology gives clear guidance as to how it can be implemented in order to gather meaningful data. Because users are required to be in possession of an eID in order to make use of the portal, there is a finite database which contains detailed information on each eID holder, thus making it possible to target potential participants for the assessment tool.

Ultimately, citizen-centric approach is essential for the government to function properly and according to the people’s wishes, thus actively promoting and embodying democracy. It is hoped that the assessment tool can bring government and citizen closer by recognising their mutual dependency and using it as common ground rather ground for contention.