Improving qualities of e‐government services in Rwanda: A service provider perspective

Abstract

E‐government implementation is growing worldwide. In the context of developed countries, as well as some developing ones, research provides tools to evaluate e‐government services and reflect on e‐government performance. However, in the least developed countries (LDCs), where the preconditions are in many ways more challenging, little is known about those services. While information technology can be imported, social, organizational, and infrastructural arrangements conducive to high‐quality service delivery must be developed locally. In contributing to understanding the challenges as well as opportunities involved, this paper explores the qualities of e‐government services in Rwanda, an East African LDC. The investigation focuses on service providers' views of the qualities, as it is only through their understanding of the situation that service quality can be improved. This is a qualitative study based on interviews with employees of government organizations and document analysis. We identify and discuss 28 e‐government service quality factors, which are grouped into nine quality dimensions—accessibility, availability, awareness, responsiveness, information quality, information security, ease of use, support, and cost. This research contributes to raising awareness about the qualities of e‐government services in Rwanda in particular but may also have relevance for other LDCs.

Ghana’s Digitization Initiatives: A Survey of Citizens Perceptions on the Benefits and Challenges to the Utilization of Digital Governance Services

“…It entails the users' maturity and ability to critically select information and uses information in the best way possible. The digital divide within Ghana also contributes to low levels of implementation of dgovernance because those who have access to internet connections may not be able to benefit from the services provided through the platform (Demuyakor, 2020;Kyereme & Kaur, 2019;Mukamurenzi et al, 2019).…”

“…The costs should be less than the associated benefits to guarantee a good cost/benefit ratio. Efforts should also be put in place to reduce the level of the digital divide (Mukamurenzi et al, 2019;Nkohkwo & Islam, 2013).…”

“…currently high on the agenda in many developing countries including Ghana, while e-government is well established in many developed countries. Mukamurenzi, Grönlund, and Islam (2019) and Emmanuel and Fiagbenu (2017) believe that if well managed digital transformation could be a game-changer for the African continent. It is an opportunity to boost economic growth and industrialization, alleviate poverty, and improve people's lives.…”

A resistance to change perspective on nonusers of telecenters

“…Thus, farmers may be less concerned with issues relating to technology and care more about the information that is provided through the ICT at the telecenter. Usage is decreased if a farmer perceives that the information obtained is not useful or that it is of poor quality (Cecchni & Scott, 2003; Dossani et al, ; Mukamurenzi, Grönlund, & Islam, ; Soriano, ; Pick, Gollakota, & Singh, ). Further, even if the information is useful, perception that the information is not useable by the farmer due to various constraints reduces usage (Dossani et al, ; Gollakota, ).…”

“…Resistance to using a technology can come about from a lack of awareness and understanding of the technology's potential (Mukamurenzi et al, ; ; Sigwejo & Pather, ; Wyche & Steinfield, ). Awareness is not an all or nothing, and there is a range of awareness and understanding (Roberts & Hernandez, ).…”