A Preliminary Assessment of the Impact of eGovernment Technologies in Governmental Agencies

This study involves an empirical assessment of the impact of eGovernment technologies in local and state government agencies throughout the State of Texas using the following major constructs: eGov system quality, eGov information quality, eGov system usage, and eGov user satisfaction. An IS success model for these agencies were proposed using the DeLone and McLean framework. The data for validating the model was collected from a sample of 300 government agencies in Texas. The structural equation modeling (SEM) approach using Analysis of Moment Structures (AMOS) was used to analyze the data. Overall, the model fits the data indicating its veracity. With the exception of the relationship between eGov information quality and eGov user satisfaction, all other associations among other constructs were found statistically significant. The manuscript concludes by providing recommendations for future research and practice. INTRODUCTION Although there are numerous studies reviewing the effectiveness of various evaluation techniques in the commercial space, the author knows of none that have been modified specifically for the small to medium sized governmental entity. It is expected that results from this research will contribute to a greater understanding of the impact sufficient evaluation has on the ultimate success of e-government implementation projects. This research will therefore focus specifically on the development of decision making techniques as they pertain to government websites. Additionally, the author will compare the use of sophisticated analytical methods against user-oriented approaches typically utilized by e-commerce to adjust its business practices. The development of eGovernment technologies such as the Internet/world wide web, intranets, and extranets have created many opportunities for governmental agencies to effectively deliver services to citizens. Very few studies have been conducted to date on the extent to which these technologies have been utilized in governmental agencies, and, more importantly, on whether or not eGovernment has brought about improvements in managing the service delivery. The use of eGovernment technologies (the Internet/world wide web, intranets, and extranets) in eGovernment is a relatively recent phenomenon, however. Accordingly, very few studies have been conducted to date on the extent to which eGovernment technologies have been utilized in Governmental Agencies, and, more importantly, on whether or not e-enabled Governmental Agencies (eGov), with the use of such technologies, has brought about improvements in managing service delivery. The objective of the present research is to investigate the impact of using eGov on organizational performance and productivity. The rest of the manuscript is structured as follows: the next section reviews relevant literature on the use of information systems and eGovernment technologies in Governmental Agencies, as well as on information systems success. This is followed by the presentation of methodology used in the current study. The results are provided next, along with a discussion of these results. Limitations of the study are cited. The manuscript concludes by providing a summary and suggestions for future research. LITERATURE REVIEW In reviewing the literature referred to in this work, it is clear that there is a necessity to provide further insight into the technology process known as Service Oriented Architectures, which allows for the re-use of shared services (such as security, downloads, personalization) among all those who wish or need to communicate with the citizen. The data collection will therefore include questions about the various views and understanding of this emerging technology. This study will step beyond the dimensions found in similar research in an effort to mitigate the risk to successful implementation projects. And by applying an understanding of those factors that place an implementation project at risk, this approach offers an opportunity to search for something that is both new and useful. Al-Kibsi et al. (2001) provides one of the earlier papers describing benefits, expectations and cautions of e-government, by analyzing 500 detail-based e-government initiatives. Examples of expectations are represented, for instance, by reduction in cost for: Arizona vehicle registration from $6.60 to $1.60 IRS tax return from $1.60 for paper to $0.40 on-line Singapore export license processing, which was reduced from 21 forms, 20 days, and 23 agencies down to one on-line form in15 seconds. Within the cited examples, savings achieved are attributed to rule-based decision engines that issue permits automatically. Estimates place local government spending within the U.S. at $568 Billion (2000), and expectations suggest that just putting regular services (work permit, renewal of license, tax return) online can produce 20-25% savings. Also the use of outsourcing is demonstrated by Hong Kong paying flat fee of $0.80 to Web vendor for every transaction, vs. $1.90 at the counter. The research included the survey questions regarding the rule-based decision engine, expected and actual savings realized. The Civic Resource Group (CRG 2001) reports the description of e-government efforts for all cities in the U.S. with a population greater than 100,000 with over 70 variables (information delivery, technology, e-policies and standards, service delivery, essentials usability and design, community building and civic engagement, and economic development impact, etc.). In also alluding to success factors used by DeLone/McLean and SOA-type organization changes, they concluded the need still exists for better planning and phased implementation when implementing e-government at the enterprise level. It was also noted that these entities should “look inside” as well as outside for stakeholders, and more rational budgeting. Patel (2003) introduces the need for a service strategy that allows the domain expert to require quality, in the same manner as existing e-policies allowed a vendor to ensure the ‘best practices’ by provider. This may be considered as a very early application of the SOA concept. Min (2004) describes results of a survey conducted on a random sample of 200 cities with populations of 8,000 – 10,000. Of the 200 cities surveyed, only 48 replies were received. These results give an idea of what to expect in selecting targets. Min looks at issues of access by type--DSL, Cable, Wireless--and adds parameters of Cost (fixed, variable), Quality (security, reliability), and Speed (latency and bandwidth). He applies the Analytical Hierarchy Process (AHP). Yi (2005) explores the influence that individual user differences have on use. The differences included self-sufficiency, computer self-sufficiency, personal innovativeness, age, gender, and several combinations of these factors. The paper provides a guide to over 200 studies of such differences. They formulate a triangular model with corners being Perceived Usefulness, Perceived Ease of Use, and Technology Usage Behavior. The model allows gender, age, personal innovativeness, and computer experience to moderate or influence the relationship (paths) between the corners. Becker (2003) outlines the way to enhance accessibility for older, handicapped, or language limited users in a level that must meet NIA, Section 500 guidelines (2003), thus providing groundwork for standards that can be used in SOA. Users and Requirements Issues Burns (2006) offers a succinct description of rural and urban use and internet access through December 2005. He shows that up to 58 percent of rural users have some form of home access (home broadband, home dial up, and office only), compared to 65 percent of urban users. This implies that small communities may already have faced challenges with implementing e-government. Wang (2005) evaluated users’ gain in capacity to find information through a web site. Users are categorized by their physical capacity and network access capabilities. We can expect senior, handicapped, and language limited citizens to add special resources and design criteria beyond this study. Her model does not deal with the issues of user needs in general, but she helps define the citizen-centric approach to design. Ruth (2007) mentions that cost sourcing is a secondary goal and describes the full potential of e-government to link citizens with userfriendly services that have the latest IT advances. Since e-government is the use of the Internet to deliver public services on-line, replacing the delivery of services at department or agency counters, Burns (2006) recommends rural use of the Internet, stating that this will act as a “distance killer.” The evaluation of e-government is concerned with the manner that it is implemented. This research needs to adapt a model of implementation that offers measurable variables that can be sampled through surveys. Various models have been applied in the literature. Following is a description of a few of the models and the model chosen for this research. Irani, et al. (2006) divides an e-government system into the publication, interaction, and transaction stages, but fails to include an integration stage. Halley (2005) mentions that in a sample of ten enterprises, SOA architecture evolved into a three-layer structure (producers, distributors, and consumers) in 84% of the cases. Organizations were able to overcome problems by developing a three-layer, horizontal architecture model and making sure that interfaces were described in industry accepted standards. Beer (2006) introduces RAFEG architecture which features flexibility, security, adaptability and interoperability between agencies. Gill-Garcia (2006) applies Fountain’s Technology Enactment framework modified through IT and literature reviews and introduces various constructs and indicators for a PLS (Partial Least Squares) to evaluate the recursive part of his model. Contenti, et al. (2003) refers to the four stages of development model initiated by the Australian National Audit Office in 1999. This description of activities and service levels is simple and offers a rich approach for requesting data and will be used in this research framework. DeLone and McLean (1992) propose interrelationships among six IS dimensions in what is referred to as the ‘DeLone and McLean (D&M) IS Success Model’. The six dimensions in the D&M model are (1) system quality, (2) information quality, (3) system usage, (4) user satisfaction, (5) individual impact, and (6) organizational impact. While DeLone and McLean postulate causal relationships, the 1992 article did not test these relationships empirically. Since 1992, however, a fairly good number of empirical investigations have been undertaken of the various interrelationships proposed in the D&M model. DeLone and McLean (2003) themselves provide a ten-year update of the model, reviewing the results of 16 empirical investigations that have supported (or not supported) the postulated relationships. They also update their model with new or revised constructs as follows: (1) the addition of service quality as a new construct, to address a third major dimension of quality, and (2) the replacement of the earlier individual impact and organizational impact constructs by a net benefits construct (cost savings, expanded markets, incremental additional sales, reduced search costs, time savings). Moreover, they revisit the difficulties associated with the multidimensional aspects of usage (e.g., mandatory vs. voluntary, effective vs. ineffective, informed vs. uninformed) and propose that it may be worthwhile in some contexts to pay closer attention to intention to use (an attitude) as an alternative measure to usage (a behavior), to address concerns raised by Seddon (1997). They emphasize, however, that attitude is extremely difficult to measure, so that many researchers may choose to remain with system usage. Molla and Licker (2001) attempt to theoretically extend and respecify the original IS success model (DeLone and McLean, 1992) into a proposed ‘e-commerce success model’. Molla and Licker replace information quality with ‘content quality’ and user satisfaction with ‘customer e-commerce satisfaction’, propose two additional dimensions (trust and service), and refer to ‘e-commerce success’ (in place of the earlier individual impact and organizational impact constructs). However, DeLone and McLean (2004) propose that the same six dimensions in their updated IS success model (DeLone and McLean, 2003)—i.e., (1) system quality, (2) information quality, (3) service quality, (4) usage, (5) user satisfaction, and (6) net benefits—may be used for measuring eCommerce success. They proceed to apply these eCommerce success measures to two case examples, Barnes & Noble and ‘ME Electronics’ (with the name of the latter company changed for confidentiality). While they argue that the two case examples provide logically compelling support for these eCommerce success measures, they do admit a need to test these measures empirically. The present research is an attempt to empirically investigate the impact of eGov on organizational performance and productivity. It examines the use of eGovernment technologies in Governmental Agencies in terms of five constructs: (1) eGov system quality, (2) eGov information quality, (3) eGov system usage, (4) eGov system user satisfaction, and (5) organizational impact.