This document summarizes a presentation on increasing trust in government e-services. It was presented by four students from the E-business department of the Faculty of Economics at Ss. Cyril and Methodius University in Macedonia. The presentation discusses the challenges of low trust in e-government services and proposes a business process reengineering approach with a customer-centric focus to increase adoption. This would involve redesigning services from a user perspective, integrating organizational and technical aspects, and empowering citizens in service design, policymaking and governance. The benefits of improved e-services are highlighted through increased transparency, cost savings and reduced potential for corruption.

1. Presenters:
Ana Meskovska
Vangelica Shapardanovska
Utrecht, October 2010
IIMA 2010
Student Consortium
E-business department
Faculty of Economics
Ss. Cyril and Methodius
University, Macedonia

2. IIMA 2010 Student Consortium Slide 2
Increasingtrusttowardsgovernmente-services
 Authors
 Ana Meskovska
 Vangelica Shapardanovska
 Elena Janevska
 Nina Lekovska
 E-business Management department, Faculty of
Economics, Ss. Cyril and Methodius University,
Macedonia
 Research topic - Increasing trust towards
government e-services

3. IIMA 2010 Student Consortium Slide 3
Increasingtrusttowardsgovernmente-services
CONTENT
 Introduction
 The e-service concept
 The challenges and trust issue
 Business process reengineering approach
for increasing trust in e-services
 The impact of e-services
 Conclusion

4. IIMA 2010 Student Consortium Slide 4
Increasingtrusttowardsgovernmente-services
The purpose of our research
 Research trigger
 The global trust issue towards government e-
services
 Questions addressed in the research
 Why is Trust an issue?
 How to overcome this issue?
 Practical contribution of this research
 For Government institutions

5. IIMA 2010 Student Consortium Slide 5
Increasingtrusttowardsgovernmente-services
Introduction
 Rapid increase of proliferation of electronic services,
due to information technology development
 Extension of the Internet focus from e-commerce to
e-services
 E-services are all about consuming services and
providing benefits of:
 Time-saving
 Cost reduction
 Increased efficiency and effectiveness
 Increased user satisfaction

6. IIMA 2010 Student Consortium Slide 6
Increasingtrusttowardsgovernmente-services
Types of e-services
 E-services that DO NOT have critical impact on
our lives or business
 e-mails, social networks, chats, blogs, collaboration
workspaces…
 E-services that HAVE crucial impact on our
lives, private and business wise
 e-banking, e-procurement, e-auctions, e-government, e-
healthcare…
 TRUST - Crucial aspect in the decision whether
to use e-service or not

7. IIMA 2010 Student Consortium Slide 7
Increasingtrusttowardsgovernmente-services
E-Government services
 The concept of e-government is applied in
the bigger part of the world
 governments embrace the new opportunity of
providing their services and employ this
concept in their governance,
 users don’t show the same level of acceptance

8. IIMA 2010 Student Consortium Slide 8
Increasingtrusttowardsgovernmente-services
Citizens using the Internet and
e-Government (1/2)
Figure 1. Percentage of citizens using the Internet and e-Government (Source: Eurostat 2009)

9. IIMA 2010 Student Consortium Slide 9
Increasingtrusttowardsgovernmente-services
Citizens using the Internet and e-
Government (2/2)
 Overall progress in citizen e-government use
between 2004 and 2008:
 4% - 7% for EU15
 3% - 4% for EU12
 Usage of internet significantly grows
 Flat-ling in citizen usage of governmental e-
services

10. IIMA 2010 Student Consortium Slide 10
Increasingtrusttowardsgovernmente-services

11. IIMA 2010 Student Consortium Slide 11
Increasingtrusttowardsgovernmente-services
The challenges and TRUST issue
 Why is trust an issue:
 involvement of sensitive and personal
information
 risk from disclosure and misuse of important
information and documents
 absence of physical contact, visual
communication and tangibility
 Complexity of the trust issue
 One of the challenges in solving the trust
issue – alignment of internal organization and
practices with the e-solution i.e. the offered
e-service

12. IIMA 2010 Student Consortium Slide 12
Increasingtrusttowardsgovernmente-services
Our proposal (1/2)
 Business process reengineering approach
for increasing trust in e-services
 Customer centric approach
 Redesign and reorganize from functional-
oriented to more user-oriented
approaches
 Integration of organizational and IT
perspective at strategic and operative level
as a crucial success factor

13. IIMA 2010 Student Consortium Slide 13
Increasingtrusttowardsgovernmente-services
Our proposal (2/2)
 E-participation
 Regulatory impact assessment (RIA)
 Empowering relationship with government
in following main areas:
 service design and delivery
 workings and arrangements of the public sector and public
governance
 public policy and decision making
 Holistic approach to e-government concept

14. IIMA 2010 Student Consortium Slide 14
Increasingtrusttowardsgovernmente-services
The impact of eServices
(through practical example)
oFor the public sector:
• Increased transparency
• Money savings
• Time saving
• Standardizes work
procedures…
oFor the business:
• Simplified flow of
information
• Bidding cost reduction…
oFor the society:
• Increased trust in public
sector
• Reduced potential for
corruption
BENEFITS

15. IIMA 2010 Student Consortium Slide 15
Increasingtrusttowardsgovernmente-services
Conclusion
 Applicability of innovations, new
approaches, discoveries, mainly depends on
TRUST
 Sensitivity of data included in e-government
services, increases the level of trust needed
 Modeling e-government services with
customer in the center

16. Ana Meskovska
anameskovska@gmail.com
Vangelica Sapardanovska
vsapardanovska@gmail.com
Elena Janevska
elena.janevska@gmail.com
Nina Lekovska
nina.lekovska@gmail.com