The Public Value of E-government: A Qualitative Study from the Perspective of Private-Sector Professionals in Morocco
Keywords:
Public value, Public administrations, Private sector, Evaluation, Delone and Mclean (2016) Information Systems Success Model
Abstract
This paper focuses on assessing the public value of e-government in Morocco, using Delone and Mclean's (2016) Information Systems (IS) success model as a reference framework. The methodology is based on a qualitative exploratory study involving 13 companies, including law firms, architecture firms, and real estate developers firms. An interview guide was designed to collect data, which were analyzed using Nvivo Qsr 12 software. The analysis identified six variables, namely: "Human Capital, Telecommunication Infrastructure, Willingness to Use, State Strategy, Continuous Education, and Culture," which were added to the seven predetermined variables of the Delone and Mclean (2016) IS Success Model. This research outlines practical implications that are essential for the long-term success of e-government initiatives in Morocco. These include investing in skills development, effectively communicating the benefits of e-government, promoting collaboration between the public and private sectors, recognizing organizational culture, putting mechanisms in place to measure performance and user satisfaction, as well as making adjustments to organizational processes and rigorously managing data security. On a political level, these adjustments underline the importance of a coherent government strategy, which focuses on strengthening human capital and telecommunications infrastructures, in order to promote a successful digital transformation and achieve the objectives of trust, transparency, and efficiency in public services.
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References
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30. Ouajdouni, A., Chafik, K., & Boubker, O. (2020). Transformation Digitale de L’Administration Publique au Maroc : Revue de la littérature et état des lieux. European Scientific Journal, ESJ, 16(19), 406.
31. Ramadhane, T., Ramadani, L., & Abdurrahman, L. (2023). Public value based e-government maturity model: a literature review. JIKO (Jurnal Informatika dan Komputer), 6(1).
32. Rose, J., Persson, J. S., Heeager, L. T., & Irani, Z. (2015). Managing e‐Government: value positions and relationships. Information systems journal, 25(5), 531-571.
33. Rust, R. T. & Lemon, K. N. (2001). E-service and the consumer. International journal of electronic commerce, 5(3), 85-101.
34. Scott, M., DeLone, W., & Golden, W. (2016). Measuring eGovernment success: a public value approach. European Journal of Information Systems, 25, 187-208.
35. Sedera, D., Gable, G., & Chan, T. (2004). Measuring enterprise systems success: the importance of a multiple stakeholder perspective. In Proceedings of the 12th European Conference on Information Systems: The European IS profession in the global networking environment (pp. 1-14).
36. Twizeyimana, J. D. & Andersson, A. (2019). The Politics of Open Government Data: Understanding Organizational Responses to Pressure for More Transparency. Government Information Quarterly, 36(2), pp. 167-178.
37. Twizeyimana, J. D. & Andersson, A. (2019). The public value of E-Government–A literature review. Government information quarterly, 36(2), 167-178.
38. Twizeyimana, J. D. (2023). Towards realisation of the public value of e-government: anticipation-reality gap and critical success factors in the context of Rwanda. International Journal of Public Sector Performance Management, 11(1), 123-147.
39. Van Doren, W. & Lonti, Z. (2010). Contribution au débat sur la mesure de la performance de la gouvernance. Revue française d’administration publique, (3), 517-532.
40. Wang, Y.S. & Liao, Y.W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly 25(4), 717–733.
41. Yin, R. K. (2014). Case study research: Design and methods (applied social research methods) (p. 312). Thousand Oaks, CA: Sage publications.
42. Zolotov, M. N., Oliveira, T., Cruz-Jesus, F., & Martins, J. (2018). Satisfaction with E-Participation: A Model from the Citizen’s Perspective, Expectations, and Affective Ties to the Place. Cham: Springer International Publishing, pp. 1049-1059.
43. Zumofen & Raphael (2016). L'impact de l'accountability publique sur la performance organisationnelle-Le cas des mesures du marché du travail dans les cantons de Fribourg et Vaud. Thèse de doctorat. Université de Lausanne, Faculté de droit, des sciences criminelles et d'administration publique. http://serval.unil.ch.
2. Asgarkhani, M. (2005). E-service in the Public Sector. Proceedings of the Fifth International Conference on Electronic Business, Hong Kong, pp. 207 - 215.
3. Baum, C. & Di Maio, A. (2000). Gartner’s four phases of e-government model. Gartner Group, 12, 207-214.
4. Btoush, M. H., Siddiqi, J. I., Grimsley, M., Akhgar, B., & Ja'far Alqatawna (2008). Comparative Review of e-service Maturity Models: 6I Model. CSREA EEE, 3-9.
5. Chafik, K. h. & Boubker, O. (2016). Evaluation de la contribution des systèmes d’information logistiques à la performance et la maturité des processus. Essai d’une étude qualitative, Conference Paper.
6. Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., &Yen, D. C. (2015). Factors Affecting Online Tax Filing–an Application of the Is Success Model and Trust Theory. Computers in Human Behavior (43), pp. 251-262.
7. DeLone, W. H. & McLean, E. R. (2002). Information systems success revisited. In Proceedings of the 35th annual Hawaii international conference on system sciences (pp. 2966-2976). IEEE.
8. DeLone, W. H. & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of management information systems, 19(4), 9-30.
9. DeLone, W. H. & McLean, E. R. (2016). Information systems success measurement. Foundations and Trends in Information Systems, 2(1), 1-116.
10. Edvinsson, L. & Malone, M. (1997). Intellectual Capital: Realizing your company’s true value by finding its hidden roots. New York. HarperBu.
11. Galdemar, V., Gilles, L., & Simon, M. O. (2012). Performance, efficacité, efficience: les critères d’évaluation des politiques sociales sont-ils pertinents. Crédoc, cahier de recherche, 299, 80.
12. Halchin, L. E. (2004). Electronic government: Government capability and terrorist resource. Government Information Quarterly, 21(4), 406-419.
13. Ha, T. T. (2016). Empirically testing the public value based conceptual framework for evaluating e-government performance in Vietnam. Modern Economy, 7(02), 140.
14. Hood, C. & Dixon, R. (2015). A Government That Worked Better and Cost Less? Evaluating Three Decades of Reform and Change in UK Central Government. Oxford University Press.
15. Houda, E. H., Chafik, K., & Mghizou, H. (2023b). Tendances technologiques de la Transformation Digitale des Administrations Fiscales à l’Echelle Internationale : Revue de Littérature et Etat des Lieux cas du Maroc. European Scientific Journal, ESJ, 19(19), 68.
16. Idaomar, C. & Khalid, C. (2023). Etude exploratoire de l’apport des systèmes e-services à l’amélioration de la valeur publique de l’Administration Marocaine. International Journal of Accounting, Finance, Auditing, Management and Economics, 4(5-2), 814-834.
17. Karunasena, K. & Deng, H. (2010). Exploring the public value of e-government: An empirical study from Sri Lanka.
18. Karunasena, K., Deng, H., & Singh, M. (2011). Measuring the public value of e‐government: a case study from Sri Lanka. Transforming Government: People, Process and Policy, 5(1), 81-99.
19. Kayode, A. (2022). e-government and the public value of environmental sustainability (pves): a developing country perspective. Governance and Management Review (GMR) Volume 7, No. 1, Jan-Jun 2022.
20. Kearns, I. (2004). Public value and e-government. Institute for Public Policy Research, London, UK
21. Kelly, G., Mulgan, G., & Muers, S. (2002). Creating public value. London, Cabinet Office.
22. Khodakarami, F. & Chan, Y. (2011). Evaluating the success of customer relationship management (CRM) systems. In Proceedings of the European Conference on Information Management & Evaluation (pp. 253-262).
23. Layne, K. & Lee, J. (2001). Developing fully functional E-government: A four stage model. Government information Quarterly 18, 122-136.
24. Liu, J., Derzsi, Z., Raus, M., & Kipp, A. (2008). e-Government project evaluation: An integrated framework. Lecture Notes in Computer Science. Volume (5184), pp.85-97.
25. Mensah, I. K., Zeng, G., & Mwakapesa, D. S. (2022). Understanding the drivers of the public value of e-government: Validation of a public value e-government adoption model. Frontiers in Psychology, 13, 962615.
26. Moore, M. H. (1995). "Creating Public Value: Strategic Management in Government."Harvard University Press.
27. Moore, M. H. (1997). Creating Public Value: Administrative Responsibility in a Political World. Public Administration Review, 57(2), 89-96.
28. OECD (2004). eGovernment: Key Elements for Decision Makers. Executive Summary, Public Affairs and Communications Directorate. http://www.oecd.org/
29. Omar, K., Scheepers, H., & Stockdale, R. (2011). E-Government service quality assessed through the public value lens. In Lecture Notes in Computer Science (pp. 431–440).
30. Ouajdouni, A., Chafik, K., & Boubker, O. (2020). Transformation Digitale de L’Administration Publique au Maroc : Revue de la littérature et état des lieux. European Scientific Journal, ESJ, 16(19), 406.
31. Ramadhane, T., Ramadani, L., & Abdurrahman, L. (2023). Public value based e-government maturity model: a literature review. JIKO (Jurnal Informatika dan Komputer), 6(1).
32. Rose, J., Persson, J. S., Heeager, L. T., & Irani, Z. (2015). Managing e‐Government: value positions and relationships. Information systems journal, 25(5), 531-571.
33. Rust, R. T. & Lemon, K. N. (2001). E-service and the consumer. International journal of electronic commerce, 5(3), 85-101.
34. Scott, M., DeLone, W., & Golden, W. (2016). Measuring eGovernment success: a public value approach. European Journal of Information Systems, 25, 187-208.
35. Sedera, D., Gable, G., & Chan, T. (2004). Measuring enterprise systems success: the importance of a multiple stakeholder perspective. In Proceedings of the 12th European Conference on Information Systems: The European IS profession in the global networking environment (pp. 1-14).
36. Twizeyimana, J. D. & Andersson, A. (2019). The Politics of Open Government Data: Understanding Organizational Responses to Pressure for More Transparency. Government Information Quarterly, 36(2), pp. 167-178.
37. Twizeyimana, J. D. & Andersson, A. (2019). The public value of E-Government–A literature review. Government information quarterly, 36(2), 167-178.
38. Twizeyimana, J. D. (2023). Towards realisation of the public value of e-government: anticipation-reality gap and critical success factors in the context of Rwanda. International Journal of Public Sector Performance Management, 11(1), 123-147.
39. Van Doren, W. & Lonti, Z. (2010). Contribution au débat sur la mesure de la performance de la gouvernance. Revue française d’administration publique, (3), 517-532.
40. Wang, Y.S. & Liao, Y.W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly 25(4), 717–733.
41. Yin, R. K. (2014). Case study research: Design and methods (applied social research methods) (p. 312). Thousand Oaks, CA: Sage publications.
42. Zolotov, M. N., Oliveira, T., Cruz-Jesus, F., & Martins, J. (2018). Satisfaction with E-Participation: A Model from the Citizen’s Perspective, Expectations, and Affective Ties to the Place. Cham: Springer International Publishing, pp. 1049-1059.
43. Zumofen & Raphael (2016). L'impact de l'accountability publique sur la performance organisationnelle-Le cas des mesures du marché du travail dans les cantons de Fribourg et Vaud. Thèse de doctorat. Université de Lausanne, Faculté de droit, des sciences criminelles et d'administration publique. http://serval.unil.ch.
Published
2024-01-31
How to Cite
Chaimaa, I., & Khalid, C. (2024). The Public Value of E-government: A Qualitative Study from the Perspective of Private-Sector Professionals in Morocco. European Scientific Journal, ESJ, 20(1), 32. https://doi.org/10.19044/esj.2024.v20n1p32
Section
ESJ Social Sciences
Copyright (c) 2024 Idaomar Chaimaa, Chafik Khalid
This work is licensed under a Creative Commons Attribution 4.0 International License.
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