The role of information and communications technology in the transformation of government and citizen trust

Abstract

We present an empirically tested conceptual model based on exit–voice theory to study the influence of information and communications technology-enabled transformation of government on citizen trust in government. We conceptualize and address the key factors affecting the influence of transformation of government on citizen trust, including government performance and transparency. Based on 313 survey responses from citizens in Bahrain, the top-ranked country in information and communications technology adoption in the Gulf Cooperation Council region, we test government performance and transparency as mediators between transformation of government and citizen trust. The resulting preliminary insights on the measurement and manifestation of citizen trust in the context of information and communications technology-enabled transformation of government have multiple policy implications and extend our understanding of how information and communications technology-enabled transformation of government can improve the government–citizen relationship and digital services adoption. Points for practitioners To fundamentally change the core functions of government, information and communications technology-enabled transformation of government must move beyond the simple digitization and web enabling of processes. Information and communications technology-enabled transformation of government has the potential to address declining citizen trust in government by improving transparency and performance. The success of information and communications technology-enabled transformation of government in Bahrain is attributable to its small size and demographic composition, the relative maturity of digital government initiatives, and the complete commitment of the government to information and communications technology-enabled transformation of government.

The resurgence of business process re-engineering in public sector transformation efforts: exploring the systemic challenges and unintended consequences

“…Recent trends in government show that public sector organisations are beginning to follow a similar pattern in transformational change to what was seen in the private sector during the peak of the BPR movement in the 1990s (Yildiz 2007;Currie and Guah 2007;Mahmood et al 2019;Omar et al 2020). Research also shows a significant number of challenges that could impede the implementation process (Iden and Eikebrokk 2015;Hood and Dixon 2015;Hood 2007;Banister and Connolly 2015;Emery et al 2014;Irani et al 2005).…”

“…For the public sector, this is often interpreted as breaking down traditional organisational structures and eliminating functional silos to realise integrated services (Bannister and Connolly 2012;Foley and Alfonso 2009). However, recent evidence of the reluctance to change institutional structures in many public sector transformation projects suggests that most efforts have been focused on cosmetic changes to government institutions' existing structure and functions (Omar et al 2017(Omar et al , 2020Mahmood et al 2019).…”

“…Unfortunately, not all these investments have come to fruition. Many of the initiatives have failed to realise their objectives (Mahmood et al 2019;Omar et al 2020). Besides wasting taxpayers' money, these failures also facilitate the decline of citizens' trust in government (Mahmood et al 2019).…”

Yerel Yönetimlerde Sosyo-Ekonomik Gelişmişlik Seviyeleri ile Hizmet Talebi Arasıdaki İlişki: Muratpaşa Belediyesi Örneği

“…Literatür araştırması, dünyada yerel yönetimlerin vatandaşlar ile iletişim kurarken, gelişen bilgi teknolojilerinin de desteği ile, hem interaktif iletişim sağlanabilmesi hem de bu iletişimin daha hızlı ve şeffaf olabilmesi için sosyal ağları da içeren şekilde, internet tabanlı iletişim yöntemlerine yöneldiklerini göstermektedir (Aji, Suroyya ve Dewi, 2017, s.2;Cohen, 2006, s. 52;Hofmann, Beverungen, Räckers ve Becker, 2013, s.388;Mahmood, Weerakkody ve Chen, 2019, s.2-3; Vivier, Seabe, Wentzel ve Sanchez, 2015, s.81) Bu noktada, internet tabanlı (online) iletişim yöntemlerinin vatandaşlar tarafından da tercih edilip edilmeyeceği önemli bir araştırma sorusudur.…”

Using numbers that do not count: how the latent functions of performance indicators explain their success

“…Banks were left frustrated, not seeing the point of collecting all these granular bankspecific data. This can be understood by using the work of Power and others (Boswell, 2008;Gorur, 2015;Kelley and Simmons, 2015;Mahmood et al, 2019;Power, 1997), who have described performance measures and infor-mation as playing a symbolic role: they are valued as a means of signalling order and control. In his work on audits, Power (1997Power ( , 2003 argues that they operate as 'rituals of verification', providing assurances where there are low levels of trust.…”