Citizen-Centric E-Government Services: Understanding Integrated Citizen Service Information Systems

Advances in the networked features of information and communication technologies hold the promise of enhancing integrated citizen-centric information and services. However, few governments to date have implemented an integrated citizen service information system, which is needed to fulfill that promise. This study aims to investigate the organizational determinants of the level of integration and use of a citizen service information system. It draws from the literatures on diffusion and adoption of innovation, technology acceptance and use, information systems implementation, and information technology (IT) and public administration. The primary sources of data are from International City/County Management Association (ICMA) data on citizen service systems and Electronic government (e-government) surveys. Ordered logit is the primary data analysis technique used. The study findings suggest the importance of getting citizen feedback in the move toward a more integrated citizen service information system. Strong organizational commitment to citizen services further plays a significant role in the more sophisticated use of such a system. Overall, however, management capacity and technical capacity do not register a significant relationship with a more sophisticated and extensively used system.