The diffusion of eGovernment as an interactive technology

Abstract

Technology presents Government with unprecedented opportunities for better delivery of public services as well as democratic participation. However the public acceptance of eGovernance cannot be taken for granted especially as technologies become more sophisticated, making deeper engagement possible but risking furthering the digital divide. A research model was constructed based on two established traditions, Diffusion of Innovations and the Theory of Planned Behaviour. Using a mixed method research design, combining structured interviews and a survey amongst 300 internet users in Malta, the study concludes that Trust, Relative Advantage and Control are the key determinants of the Intention to use eGovernment services while the antecedents of Trust in this context are Situation Normality, Privacy-Security, Integrity and Competence. Citizens are typically willing to decide on the trade-off between risk and convenience on-line. The expectation is for on line services that provide a comfortable and compatible overall user experience and most importantly with efficient, effective and transparent service delivery.