Research background Studies define e-government as the use of internet or the World-Wide-Web (WWW) appliances to convey information and deliver services to the people (Li, 2003). In addition, e-government encompasses the utilisation of modern technologies to make possible the effective delivery of governments operations and devolve services and information to the citizens. E-government deals with the use of internet and non-internet applications in aiding the government in the delivery of the services (Li, 2003). The concept encompasses communications, use of surveillance systems and application of tracking systems as well as the utilisation of mass and social media to convey information and deliver services to the citizens. In fact, e-government applies various delivery forms including government-to-citizen or (G2C). In some parameters, the G2C is referred to as the government-to-consumer where the principle of Customer Relationship Management (CRM) is applied in managing the relationship between the customers and the business (Basu, 2004). In the context of G2C, the business is the government while the customers are the citizens. The application of the model ensures efficient and effective delivery of government services to the citizens (Basu, 2004). Other models include government-to-business (G2B), government-to-government (G2G) and the government-to-employees (G2E). The application of new technological advances in the delivery of government services has greater benefits. In fact, the major idea behind adoption and implementation of e-government is to do away with inefficiencies and incompetency associated with analogue services delivery to the citizens. Essentially e-government is applied in order to provide increased portfolio of public services in the manner that is gainful and well organised (Grant & Chau, 2005). In addition, the concept increases the transparency on services delivery through open information on government dealings as well as policy implementation. Essentially, the benefits of e-government include increased efficiency in services delivery, enhanced services, increased accessibility to public sector services and information as well as increased transparency and accountability (Seifert & Bonham, 2013). However, the implementations and applications of e-government have various challenges ranging from the supportive IT infrastructures to citizen trust. The complexity and variety of e-government initiatives present a wide range of challenges in the implementation and management of e-government (Moon, 2012). In fact, the challenges in the management and implementation of e-government are categorised in four broad areas including technical, organisational, social and financial. The technical challenges include ICT infrastructure, privacy and security. In terms of organisation, the challenges include top management support, resistance to change by the public to electronic system, collaboration and lack of qualified personnel and training. Socially, the implementation of e-government has challenges that include digital divide and culture. Financially, the implementation of the e-government involves higher costs. The successful implementation of e-government depends on citizen trust. In o