title: An Intelligent Citizen-Centric Oriented Model for Egovernance: A Uae Case Study
Creators: name: Alloghani, M
Publisher: name: Liverpool John Moores University
Year: 2019

description: Tremendous advancements in information and communication technology, coupled with the usability of smart mobile devices, have brought enormous growth in the appeal of high-quality government services. This appeal has, in turn, encouraged governments to deploy services to citizens using electronic channels. Worldwide, governments have recognized the need to deliver better-integrated services to the public to meet their expectations. Therefore, the transition from the conventional modes of delivering government services to an electronic format involves substantial considerations in the operational aspects of services delivery and drastic changes in existing core business systems across governmental public institutions. The concepts of eGovernance and smart services have emerged as new ways to deliver such services to meet citizens’ demands by developing tools and setting practical standards for services delivery. These tools comprise process reengineering and the setting of guidelines, establishment of policies, delegating of authority, and continued monitoring of performance and control. From a research perspective, there is a need to identify the several factors that constitute online and mobile services delivery in the UAE and measure the adoption of these services by the public. Extant literature includes very few studies that evaluate the delivery of online and mobile services in the context of eGovernance. This study highlights these gaps in the field and conducted research in the UAE to address them. The major aim of this research is to develop and validate a citizen-centric oriented model, which examines factors that affect people’s acceptance of eGovernance services within governmental public sector organizations such as health and education. This research adopted mixed methods for data collection, including a quantitative survey and qualitative semi-structured interviews.     To test the proposed model, the research adopted structural equation modelling (SEM), which is a powerful tool that considers a confirmatory approach rather than an exploratory approach with regard to the data analysis. Second, the validated and evaluated model was used as a roadmap for eGovernance services adoption and implementation, in which new initiatives can be evaluated. Third, this research provides an intelligent system for evaluating eGovernance implementation across government entities. The proposed novel system features an intelligent login module as a service that enables users to access multiple public government services using secured unified entry access (UEA) through a single account. The users are only required to log in once to access many eGovernance services. In addition, the proposed system applied the model view controller (MVC), which is an exceedingly secure model, to leverage the system’s quality, efficiency, security, flexibility and reusability. The system applied a collaborative filtering technique to improve the delivery of eGovernance services, measuring entities’ performance and ranking government organizations. Finally, this research provides recommendations for future works, including the validation of the developed model in other countries, consideration of G2B and G2E digital services and approaches to solving world systems’ technical challenges pertinent to big data, data sparsity, cold start and scalability.