The usability and applicability of mobile technology in government services

Abstract

This research identifies the usability and applicability of mobile technology to government (public) services, whilst highlighting any implications that government, citizens and professionals might incur with its implementation. This concept is also referred to as m-government and is being adopted in various countries as a new service delivery channel which will revolutionise public service delivery. The study analyses Maltese citizens’ perception and willingness in using m-government; the factors which enable or inhibit them in doing so; how this initiative will render efficiency to citizens; the associated benefits and challenges; the key success factors and the ultimate way forward. A critical literature review was conducted to investigate the main elements relating to the subject. Moreover, semi-structured interviews were used to gather information from two groups, namely ICT professionals and citizens. The results were analysed and several themes were extracted to highlight the main findings. In a nutshell, the responses of interviewees emphasized that the introduction of m-services will boost citizen-government interaction and might increase the overall take-up of public services. The main benefits include the availability and accessibility of services on a 24/7 basis while a specific challenge is that not everyone owns a smartphone or knows how to use it. Moreover, the extent of take-up depends on the willingness of citizens to learn and adapt since the Maltese population’s culture can be a main inhibitor. A case in point is that, although most citizens understand that m-services are more efficient, they still do not use them. This study recommends further research and some limitations. It concludes that the Maltese Government’s Mobile Government Strategy (2017-2018) will prove successful in the long run only if the perception of some citizens is altered, leading to the embracement of this change. This requires more awareness, educational programmes and media campaigns.