Today, the tendency of ICT development seems to have a big shift from the past when it was mainly focused on convenience and productivity that it could bring about. Now, ICT has led to Web 2.0 and Ubiquitous society that are characterized by participation, openness, sharing, cooperation, and it further has increased interaction between customer and provider, thereby it has led to a customer-focused society via social media such as UCC.
(User-Created Contents). This social change enabled by ICT requires thegovernment to come up with a new eGovernment development strategy.
In this context, this study explored the impacts of Web 2.0 values (i.e. participation, sharing, openness, cooperation) on government performance, government satisfaction, public trust in the government. It further identified the significance of each advantage of Web 2.0 and set priorities among them in order to show an appropriate development pathway of the future eGovernment and offer alternative policies.
The whole course of this research was divided into 3 steps. The first step entailed a theory-driven literature review, and the second step encompassed two-surveys (one for public servants and the other one for the public internet users). The ultimate stage, it incorporated the survey findings to the previous literature review in the context of eGovernment.
Methodology and methods utilized in this study included a mix of qualitative and quantitative methods, that is to say, literature review, case study, in-depth interview, brainstorming, surveys. Based on the findings from these combined methods, it drew a series of eGovernment strategies for enhancing public confidence on government and the next stage of eGovernment, that is, Web 2.0-based eGovernment.
First of all, this study found that the aforementioned values of Web 2.0 had a positive effect on levels of citizen trust and confidence in the government. Hence, it is argued that realizing Web 2.0 characteristics within eGovernment is vital for the future eGovernment performance and government satisfaction and it appears essential for government trust in the long term.
Second, it could be interpreted in several ways that the characteristics of Web 2.0 have a negative influence on participation since the level of participation of the netizen implies both positive and negative aspects simultaneously. The positive aspects of netizen participation will bring the realization of the direct democracy, which makes up for the limitation of representative democracy through the active participation in the decisionmaking process in the government. Nevertheless, it was also found in the survey analysis that the government satisfaction indices and government trust will be negatively affected by the people’s increased sharing of information about government policies through the internet. This happens in general in a society that does not fully develop democratic characteristics.
This is consistent with the previous studies that argue that participation does not necessarily bring about positive consequences to the government. It is therefore necessary for the government to strengthen information sharing with people about policy-making in order to bring about the positive aspects of netizen participation while overcoming the negative perception of the netizen at the initial stage. It is then required for the government to realize the characteristics of Web 2.0 for the establishment of eGovernment.
Third, the characteristics of Web 2.0 have a positive influence on the performance of eGovernment, government satisfaction index and government trust. It has been found that the government satisfaction index and the degree of government trust are increasing as the level of eGovernment performance gets higher. It is particularly important to increase the government satisfaction index while increasing the performance level of eGovernment at the same time. This is because the impact on the government trust is greater when the government satisfaction index increases with the eGovernment performance and other factors than with the increase of eGovernment performance by itself.
Finally, the important thing to do in the realization of eGovernment 2.0 is that the government constructs a mechanism for shaping government trust and makes a condition for the mechanism to be able to work. It is then necessary to establish a direction and strategy for the contents, context, and access mechanism of a new eGovernment, which is suggested by the web 2.0 values and characteristics. The task of the eGovernment 2.0 under the web 2.0 environment includes the contents sharing with data which are produced through the administrative process, and administrative information delivery and convenient service provision for the user-centered situation perception and utilization.
Considering the fact that there have been a few theoretical explorations about the possible linkages between web 2.0 and government trust, a major contribution of the study will be to attempt to establish variousconcepts derived from the government trust and recent technology change and concepts about web 2.0. In addition, the study is significant in that it attempts to improve the online civil service through the increase of the government responsiveness, trust, transparency, and accountability toward its people.
Web 2.0 시대 정부신뢰 제고를 위한 전자정부 추진전략 연구
서울 : 한국행정연구원
|Series Title; No||KIPA 연구보고서 / 2008-10|
|Subject Country||South Korea(Asia and Pacific)|
|Subject||Government and Law < Public Administration|