Factors of Implementing Citizen-Centric e-Government in Developing Countries: Namibia

Abstract

The low adoption and use of e-Government have motivated interest in researching citizen-centric e-Government. This is important to developing countries where e-Government is seen as promoting social exclusion due to differences in income, access to ICTs and literacy rates across the populace. This study used a prototype m-Government application to investigate factors of citizen-centric e-Government. The study targeted one of the Ministries in Namibia and investigated challenges faced by citizens when accessing government service. While m-Government and e-Government could play a key role in addressing some of the challenges faced, it was noted that the government need to strategically implement e-Government given a number of contextual factors. For instance, while an urban-based citizen could afford a smartphone and operate one, the case is different with a citizen living in rural communities; rural populace, characterised by the aged cannot afford smartphones nor operate ones without assistance. This is mainly down to the fact that part of the rural populace cannot read and write in English or their native language. Hence, this study suggests understanding ICTs accessible to the populace, ICT skills, attitude towards technology, ICT infrastructure, costs, security and using a community-based partnership approach as key factors of e-Government in Namibia.