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Taking a Back seat? Integrating trust in e-government service Delivery in south Africa

Taking a Back seat? Integrating trust in e-government service Delivery in south Africa
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Author(s): Blessing M. Maumbe (Cape Peninsula University of Technology, South Africa), Vesper Owei (Cape Peninsula University of Technology, South Africa) and Wallace Taylor (Cape Peninsula University of Technology, South Africa)
Copyright: 2007
Pages: 5
Source title: Managing Worldwide Operations and Communications with Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-929-8.ch410
ISBN13: 9781599049298
EISBN13: 9781466665378

Abstract

The problem of citizen distrust for government is a growing phenomenon across Africa. The decline in citizen trust has major implications for e-government development in South Africa. Yet trust is considered a key ingredient for building quality e-services and citizen customer loyalty to e-government initiatives. The paper aims to examine trust in e-government service delivery, highlights key considerations in building “trust-based” e-government service delivery model for South Africa and recommends measures to promote a sustainable e-government service delivery. The paper is based on experiences, lessons and observations made from the Cape Gateway Project, a leading e-government initiative in South Africa. The study offers insights into our understanding of citizen trust, and how to investigate it in relation to e-government service delivery in an African context.

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