Framework for Citizen Adoption of eGovenance Services in Developing Countries

摘要

In the new era of digitization, worldwide eGovernance is fostering communication channels between citizens and governance with better coordination and enhanced transparency by providing information to citizen with integrated services towards offering anywhere any time eservice. Worldwide Governments are put forward lot of efforts to make eGovernance services easily available through various digital modes to the citizens through various communication channels. Various policies and laws are being framed to protect data and secure communication. Citizens are gradually adopting the change in availing the eGovernance services and eReadiness can be seen in the countries with availability of mobile, increase in computer literacy, increase in social media participation in the communities. However there is a gap between eGovernance services and their real adoption. All these attempts are not fully successful in terms of citizen / consumer's satisfaction and comfort. This situation is enforcing a change in strategies and assessments of the eGovernance services. The researcher is exploring various possibilities and methodologies for betterment and success of eGovernance adoption with a vision of public adoption towards eGovernance services like the way the social media are being used. A classic example of adoption of services are social media like WhatsApp, Facebook, Twitter etc. Each and every service needs to be assessed in terms of its availability, awareness, accessibility and affordability which form a 4A concept being purposed by the researcher. 4A concept can be used towards enhancing citizen adoption level of eGovernance services. This paper is to showcase the analysis done towards several practical constraints in utilization and adoption of the existing eGovernance services by the citizens in developing countries and suggesting the above mentioned 4A concept for eGovernance services towards improving the citizen adoption levels.