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ԷԼԵԿՏՐՈՆԱՅԻՆ ԿԱՌԱՎԱՐՄԱՆ ՀԱՍՈՒՆՈՒԹՅԱՆ ՄՈԴԵԼԸ ԹՎԱՅԻՆ ՓՈԽԱԿԵՐՊՄԱՆ ՕՐԱԿԱՐԳԻ ՀԱՄԱՏԵՔՍՏՈՒՄ / THE E-GOVERNANCE MATURITY MODEL IN THE CONTEXT OF THE DIGITAL TRANSFORMATION AGENDA
Abstract
This paper aims to develop a theoretical model of e-governance maturity as a core operational framework for digital transformation, in order to evaluate the policy processes occurring in Armenia during the transition to e-governance. Accordingly, the study outlines the key distinctions and interconnections between e-governance and the digitalization of governance in a step-by-step manner, analyzes various e-governance maturity models, interprets the levels of e-governance maturity assessment, and concludes with an operational analysis of the proposed maturity model. The proposed model is structured around seven key components: leadership, finance, infrastructure and technology, service delivery, big data management and security, human resources assessment, and digital agenda information systems. . The development of this theoretical model employed scientific literature reviews, document analysis, and comparative evaluations. As a result of the work done, it can be concluded that this model claims to assist in assessing the current state of government digitalization in Armenia, establishing a vision for e-governance development with key priorities, and formulating the necessary indicators for monitoring and evaluating strategic planning efforts. This model is designed for application in both specialized expert analyses and broader, multi-stakeholder evaluations, utilizing diverse data collection and analysis methods. Importantly, the model emphasizes a qualitative approach, providing a comprehensive description of egovernance and digitalization processes rather than a purely quantitative assessment
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This study explores the integration of Artificial Intelligence (AI) into e-governance cybersecurity, focusing on its key insights, contributions, challenges, and future directions. AI-powered cybersecurity systems offer advanced capabilities in threat detection, response, and scalability, improving the protection of critical infrastructure and sensitive data in government digital services. However, ethical considerations such as transparency, fairness, and accountability, as well as challenges related to algorithm biases, data privacy, and cybersecurity skills gap, must be addressed to ensure responsible and effective use of AI technologies. Recommendations for policymakers, government agencies, and researchers are provided to maximize the benefits of AI while mitigating potential risks and enhancing e-governance cybersecurity resilience in the digital age.
The public sector presents important steps for digital transformation. Digital transformation uses a series of tools and methods to improve the relationship with citizens and improve benefits. This paper explores the role of artificial intelligence (AI) in governance processes and provides public institutions with insight regarding the impact of integrating chatbot communication tools when interacting with citizens. The present research provides an analysis of the socio-economic factors that determine the use of artificial intelligence tools, i.e., the propensity to interact more with the public administration as a result of improved communication through virtual assistants, and highlights the implications of AI in improving services towards civil society by determining the degree of satisfaction on aspects such as reduced waiting times in queues, access to information regardless of the traditional working hours of civil servants, quicker execution of operations, et al. The results, derived from an analysis of 507 sets of responses obtained from an online questionnaire, indicate that a number of variables, such as residential environment, employment status, household income and education level, significantly impact the effectiveness of artificial intelligence in mediating citizen communication with government.
The objective of this study is to investigate and determine factors influencing user perception and acceptance of electronic government services in the context of technological advancements. The research focuses on classifying the main features of e-administrative systems with an emphasis on user satisfaction by integrating both traditional and modern data analysis techniques. Structural Equation Modelling (SEM), machine learning (ML) techniques, and multi-criteria decision-making (MCDM) methods have been applied to survey data to uncover the interdependencies between variables from the perspective of online users. The developed models discover and explain the underlying relationships in user attitudes towards e-government services. As the perception of customer satisfaction is subjective and dynamic, stakeholders should conduct regular measurements and data analysis to ensure continuous improvement of e-public services.
Decision-making for manufacturing and maintenance operations is benefiting from the advanced sensor infrastructure of Industry 4.0, enabling the use of algorithms that analyze data, predict emerging situations, and recommend mitigating actions. The current paper reviews the literature on data-driven decision-making in maintenance and outlines directions for future research towards data-driven decision-making for Industry 4.0 maintenance applications. The main research directions include the coupling of decision-making with augmented reality for seamless interfacing that combines the real and virtual worlds of manufacturing operators; methods and techniques for addressing uncertainty of data, in lieu of emerging Internet of Things (IoT) devices; integration of maintenance decision-making with other operations such as scheduling and planning; utilization of the cloud continuum for optimal deployment of decision-making services; capability of decision-making methods to cope with big data; incorporation of advanced security mechanisms; and coupling decision-making with simulation software, autonomous robots, and other additive manufacturing initiatives.
Full version available from the OECD here: https://oe.cd/digital-gov-wellbeing.
Informed by the OECD’s well-being framework, this Working Paper considers how the experience of civic engagement and governance is being transformed and explores how governments can harness the potential of digital technologies and data to develop better outcomes for better lives. The paper proposes that in order to maximise the relationship between digital government activity and citizen well-being, government focus should be on benefits that are not only material in terms of the quality of services, but that reflect the intellectual and emotional benefits derived from a different approach to government interactions with its constituents. The paper suggests that the relationship between digital government and citizen well-being is best encapsulated by the outcomes which follow from a government that is responsive, protective and trustworthy.
Through a series of studies, the overarching aim of this book is to investigate if and how the digitalization/digital transformation process affects various welfare services provided by the public sector, and the ensuing implications thereof. Ultimately, this book seeks to understand if it is conceivable for digital advancement to result in the creation of private/non-governmental alternatives to welfare services, possibly in a manner that transcends national boundaries. This study also investigates the possible ramifications of technological development for the public sector and the Western welfare society at large.
This book takes its point of departure from the 2016 OECD report that targets specific public service areas in which government needs to adopt new strategies not to fall behind. Specifically, this report emphasizes the focus on digitalization of health care/social care, education, and protection services, including the use of assistive technologies referred to as "digital welfare". Hence, this book explores the factors potentially leading to whether state actors could be overrun by other non-governmental actors, disrupting the current status quo of welfare services.
The book seeks to provide an innovative, enriching and controversial take on society at large and how various aspects of the public sector can be, and are, affected by the ongoing digitalization process in a way that is not covered by extant literature on the market. This book takes its point of departure in Sweden given the fact that Sweden is one of the most digitalized countries in Europe, according to The Digital Economy and Society Index (DESI), making it a pertinent research case. However, as digitalization transcends national borders, large parts of the subject matter takes on an international angle. This includes cases from several other countries around Europe as well as the United States.
E-Government continues to be recognized as a key strategy for improving government services and the effectiveness of public policies and programs. A key component of e-government initiatives is the ability of multiple government and nongovernment organizations to share and integrate information across their traditional organizational boundaries. E-Government interoperability represents a set of multidimensional, complementary, and dynamic capabilities needed among these networks of organizations in order to achieve successful information sharing. However, this view is complex and provides both researchers and practitioners with the challenge of understanding and developing multiple and very diverse interoperability capabilities. Researchers and practitioners alike are investing in efforts to build that understanding and to create new capability for coordinated action. Drawing on theories and research in the fields of enterprise architecture, capability maturity, information sharing, and system interoperability, the framework presented here provides unique value in both regards.
The article proposes a reorientation of the e-government maturity models by focusing IT applications to improve the core activities and bring end-users as the key stakeholders for future e-government investments. The proposed Public Sector Process Rebuilding (PPR) maturity model is an extension of the Layne and Lee model.
Online applications and processing of tax forms, driver licenses, and construction permits are examples of where policy attention and research have been united in efforts aiming to categorize the maturity level of e-services. Less attention has been attributed to policy areas with continuous online citizenpublic interaction, such as in public education. In this paper we use a revised version of the Public Sector Process Rebuilding (PPR) maturity model for mapping 200 websites of public primary schools in Denmark. Findings reveal a much less favorable picture of the digitization of the Danish public sector compared to the high ranking it has received in the international benchmark studies. This paper aims at closing the gap between the predominant scope of maturity models and the frequency of citizen-public sector interaction, and calls for increased attention to the activities of government where the scale and frequency of the interaction between citizens and government will challenge our concepts of maturity.
Human-centered design (HCD) is an iterative approach that focuses on engaging end-users to understand their needs, behaviors, and preferences to create products, services, or systems that are effective, efficient, and enjoyable. It prioritizes understanding, empathy and engagement with the people who will ultimately use or interact with the designed solution to genuinely meet their needs. With ongoing end-user involvement throughout the entire offering development cycle, the HCD approach is crucial in creating products and services that are intuitive, user-friendly, and meaningful. As a result, these HCD-derived offerings may be more efficacious and impactful in real-world settings than those developed using other approaches.
Since 1958, when John Arnold of the Stanford University Design
School suggested that engineering design should be human-centered, adoption of HCD principles has spread to an increasingly diverse array of business and community initiatives, as well as organizational culture. More recently, use of HCD in healthcare service design has been expanded to facilitate identification and mitigation of factors contributing to health inequities. However, with rare exception, adoption of HCD in the well-being industry has been slow. The objective of this commentary is to provide an overview of HCD principles and processes and describe its application and potential value in health promotion program development.
Enabling citizen participation using governmental online platforms, namely, e-participation, has emerged as an innovative mode of open and collaborative governance. Previous studies have emphasized technological conditions to explain the varying availability of e-participation tools on government websites among countries. However, the United Nations' E-Participation Index has identified a mismatch between technological infrastructure development and e-participation preparedness in government. To address this gap, this study used an integrative framework that highlights social and institutional aspects in addition to technological conditions to build a rigorous predictive statistical model. We conducted principal component analysis on five datasets spanning a period of 16 years, covering 181 countries. The results, cross-validated through regression analysis, indicate that good governance dispositions, supported by well-established telecommunication infrastructure, and demographic diversity in terms of race, religion, and language largely predict government behavior in preparing for e-participation. This finding offers valuable insights into the dynamic interaction among government, technology , and society in open governance. This study also provides fresh perspectives for policymakers to consider.
Democratic governments, owing to limited resources, have no choice but to respond selectively to citizens’ preferences. This study focuses on the characteristic of selective government responsiveness and explores the influencing factors. We argue that institutional and political resources affect selective government responsiveness, and we try to prove this argument through Korea's electronic governance system: the Korean National Petition. Specifically, this article collects and analyzes a unique data set of petitions and government responses in the system between September 2017 and December 2020. The results from multinomial logistic regression showed that government response to petitions differs depending on institutional resources. In addition, in the case of political resources, the influence of the resources on selective responsiveness is different according to incentives to be responsive.
Points for practitioners
This article reveals that the government shows selective government responsiveness to citizens’ preferences within the electronic governance (e-governance) system according to its resources. This result provides practical lessons for practitioners who are concerned about an e-governance system as a space for communication between the government and citizens. In addition, this article suggests a new direction for scholars by presenting empirical evidence for government responsiveness in governance, which has been primarily conceptually studied because it is difficult to measure directly.
Literature reports the experiences with e-government initiatives as chaotic and unmanageable, despite recent numerous initiatives at different levels of government and academic and practitioners’ conferences on e-government. E-government presents a number of challenges for public administrators. To help public administrators think about e-government and their organizations, this article describes different stages of e-government development and proposes a ‘stages of growth’ model for fully functional e-government. Various government websites and related e-government initiatives help to ground and explain this model. These stages outline the multi-perspective transformation within government structures and functions as they make transitions to e-government through each stage. Technological and organizational challenges for each stage accompany these descriptions. At the same time, this paper describes how the e-government becomes amalgamated with traditional public administrative structure.
Obra que estudia cómo las nuevas tecnologías de comunicación y las redes sociales que a través de ellas se han generado dan soporte a una nueva forma de establecer relaciones entre las personas y, por lo tanto, de nuevas formas de soledad.
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