Advancing Public Trust Relationships in Electronic Government: The Singapore E-Filing Journey

E-governments have become an increasingly integral part of the virtual economic landscape. However, e-government systems have been plagued by an unsatisfactory, or even a decreasing, level of trust among citizen users. The political exclusivity and longstanding bureaucracy of governmental institutions have amplified the level of difficulty in gaining citizens' acceptance of e-government systems. Through the synthesis of trust-building processes with trust relational forms, we construct a multidimensional, integrated analytical framework to guide our investigation of how e-government systems can be structured to restore trust in citizen-government relationships. Specifically, the analytical framework identifies trust-building strategies (calculative-based, prediction-based, intentionality-based, capability-based, and transference-based trust) to be enacted for restoring public trust via e-government systems. Applying the analytical framework to the case of Singapore's Electronic Tax-Filing (E-Filing) system, we advance an e-government developmental model that yields both developmental prescriptions and technological specifications for the realization of these trust-building strategies. Further, we highlight the impact of sociopolitical climates on the speed of e-government maturity.

• 저널Information Systems Research · 23(4) · 1110–1130
• 토픽E-Government and Public Services · Political Science and International Relations
• DOI10.1287/isre.1110.0386
• 저자Eric T.K. Lim, Chee‐Wee Tan, Dianne Cyr, Shan L. Pan, Bo Xiao