The use of technology has been a feature of public sector managerialism since its introduction by the Conservative government in the 1990s. Subsequently, New Labour's modernisation agenda embraced and promoted the use of information and communication technology (ICT) through its drive towards 'electronic government' ('e-government'). The target set for all services to be 'e-accessible' by 2005 put pressure on local authorities for their services to be 'open all hours' and encouraged them to utilise call centre technology to achieve this. As a result, 'contact centres' (as they were re-designated) are now in use by local authorities to deliver a diverse range of services including social services. Call centres emerged as one of the most widely adopted organisational forms in the private sector in the last two decades of the twentieth century, and have been utilised in a number of ways, primarily in the communications and service industries. The working conditions in call centres gained a reputation for being harsh and exploitative of employees in the pursuit of efficiency and economy and the labour process in them has attracted a considerable amount of academic interest and research. The principal approach underpinning this research has been Braverman's (1974) labour process perspective. The use of call centre environments and technology for social services was pioneered by Liverpool City Council in 2001 in partnership with British Telecom. The introduction of contact centres in this context epitomised 'new public management'. The use of contact centres to deliver social services is now widespread and the thesis presents an in-depth case study of one such contact centre, 'Northshire Care Direct' (NCD) in the North East of England. It identifies how social work practice has been affected by an organisational form, which, until recently, had not been utilised in this context. In addition to its being used to underpin call centre research, Braverman's (1974) labour process perspective has also been used to analyse the social work labour process and, in this sense, was apposite as a means of shedding light on a setting that conjoined social work and call centre technology. The thesis therefore uses Braverman's labour process perspective as an overarching conceptual framework to shed light on the labour process at NCD and how it impacted on social workers from professional and personal perspectives. The findings challenge the dominant view of call centre environments, which represents them as highly controlled and inherently stressful settings that inevitably damage employees' well-being. The thesis argues that contact centre social work represents a new (and, thus far, neglected) development that further extends the incursion of ICT into the organisation and management of social work practice. The emergence of the twin phenomena of 'e-social work' and 'e-management' is identified. The thesis argues that the contact centre context takes the role of ICT in social work further than before. In acknowledging that it is a snapshot of only one such centre, and that different practices may exist elsewhere, it argues that the findings can only be indicative of the direction of travel. It concludes that the social work profession needs to engage with further developments in order to mitigate potentially negative effects for service users.

Due to the high rate of e-government projects failures occurring in developing countries and the researcher being from a developing country, an impetus to undertake this research was provided. In IS research, diffusion of e-government products and services was noted to be slow within developing countries, and most developing countries striving to adopt e-government have undertaken it under the heavy burden of gender inequalities and strong multicultural beliefs. However, these social factors were shown to liberally influence users’ perception, which in turn influences users’ intentions and usage behaviour. Although there has been much research to explain users’ perceptions, few have been conducted on e-government diffusion using developing country experiences. The identified gap prompted this research to investigate how the citizens of a country ‘Nigeria’ receive information about the egovernment products and services and how this information has influenced the way they feel, form opinions and make judgments on egovernment products and services. Therefore, the aim of this research is to examine the implication of culture and gender upon e-government diffusion within Nigeria. For this purpose, a conceptual model was formed combining social interaction, trust of egovernment delivery personnel and constructs from Roger’s theory of diffusion and Technology Acceptance Model (TAM) to study e-government diffusion from the citizens’ perspective. Additionally, the culture and gender elements were considered. In turn, these elements were expected to determine and explain predictor constructs that would be used to explain, determine and predict citizen’s acceptance of e-government products and services. To acquire the data to this research, a qualitative research approach involving the case study method was employed. The data collection techniques used included interviews, personal observations, and examination of archival documents. The three main indigenous communities of Nigeria Yoruba, Ibo and Hausa were used and cross case analysis employed. This led to the findings identifying social interaction and the trust of personnel providing egovernment as the novel parts of the framework for this research. The main conclusions drawn from this research were that culture and gender were observed to have strong influences on social interaction as an e-government awareness channel; but significantly low influence on the other means of e-government awareness channels. Further, social interaction was noted to be a very strong determinant of communication within the indigenous societies. From the research findings it was learnt that for e-government to spread extensively, social interaction should be employed to improve the diffusion of e-government products and services. Future directions of this research include using a quantitative research approach to improve research findings and also investigating the relationships of trust of egovernment personnel and other forms of trust identified by previous research, i.e. the trust of government and trust in e-government. However, the view of this research is that since few studies of this kind are emphasized within IS research evaluating e-government diffusion, developing countries, culture and gender, other researchers interested in a topic similar to this research will learn of the importance of this research and these factors for other developing countries in the world. Due to the limitations of time and distance and financial constraints all the indigenous communities could not be represented. Hence, this was also considered to be a limitation to this research.

The use of the internet and related information and communication technologies (ICT) in public administration (known as 'e-government') has gained notable space within the processes of public sector reform. Arguably, ICT provide an attractive strategy to reorganize internal government tasks, routines and processes and to make them more efficient, responsive as well as accountable to citizens. Yet, the linkages between public values and e-government programmes remain understudies or taken for granted. My research focuses on this particular aspect of public sector reforms and organising. It engages with the debates towards modernisation of central government services while contributing to discussion of the relation between technologically induced programmes and public values over time. Using critical discourse analysis, I trace the discourses on public values and technology within a longitudinal case of a technology-enabled platform to facilitate foreign trade regulations in Mexico - the Mexican Single Window for Foreign Trade. In my empirical analysis, I examine a combination of key government texts and extensive data from fieldwork to address two related questions: what public values are presented, enacted or marginalised during the trajectory of the case, and how these values are enacted and operationalised into technology over time. The analysis reveals four distinctive discourses on public values and technology: 'technical efficiency', 'legality and honesty', 'robustness' and '(forced) cooperation'. The analysis shows that while the technical efficiency cluster - commonly associated to the new public management ethos - is dominating, it cohabits with and is reinforced by other values more broadly related to traditional public administration and the bureaucratic ethos - that is, legality and honesty. In addition, the analysis shows that these four distinctive discourses have been materialised in technology in different degrees, giving rise to tensions and contestation over time. In light of the findings, I draw implications for theorizing public values and technology innovation within public sector reforms in a given context.

This research discusses Electronic Government (e-Government), in particular the challenges that face its development and widespread adoption in Saudi Arabia. In this research e-government is defined as a matrix of stakeholders: Government to Government, Government to Business and Government to Citizens, using information and communications technology to deliver and/or consume services. Electronic Government has been implemented in developed countries for some time, while in Saudi Arabia it is still at the implementation and developing stages. Electronic Government services face challenges, including trust, privacy, security, computer and information literacy, and culture. In addition, this research has identified the influential factors, including quality of service, diffusion of innovation, knowledge and skills, culture, lack of awareness, technical infrastructure, website design, security, privacy, and trust, that affect the citizens' intentions to adopt e-Government services in Saudi Arabia. Therefore, these factors have been evaluated using an exploratory study, which uses mixed-methods, to confirm that these proposed factors are important and that the citizens are concerned about them. Resulting form the exploratory study, this research ha developed an integrated model for aiding the Saudi government by identifying the factors that would influence citizens to adopt their services. The model has been validated by the main study for this research, including questionnaires for citizens, government employees and experts. The gathered data were analysed and assessed using the Structural Equation Modelling approach. From the main study, the results showed that the proposed model fits the data and applies to the Saudi context. Therefore, the validated model would be considered essential in order to help the Saudi government to overcome the concerns of their citizens to use and adopt the online services. Consequently, applying the proposed model can reduce the government's time, effort, and money in influencing their citizens' intentions to adopt the proposed online services.

E-Government security is a major area of concern that has the potential to affect the success of e-Government services across the world. Much of the literature has addressed this phenomenon by applying principles of computer science or engineering which tend to be objective. User concern of e-Government service security has not been addressed applying social science principles or management that tend to be subjective and have not been addressed in the literature. Objective research outcomes are unfortunately not suitable to address subjective factors. Further, user centric approach has not been adopted in most of the empirical studies that have dealt with e-Government security leading to lack of an understanding of how users perceive or feel or comprehend about e-Government services, particularly e-Government service security. Most of the research efforts addressing e-Government security have focused on either technological issues or engineering issues neglecting user perceptions and behavioural aspects. This disadvantage has led to possible reduction in the up-take of e-Government services. There was a need to have an in-depth understanding of user centric e-Government security and user centric factors that affect it as its antecedents addressing which it is possible to enhance user confidence in e-Government and hence its success. This research has addressed this partially. While addressing the concerns raised above, this research has defined and identified certain user centric factors that are required to examine the user centric nature of e-Government service security from the management and social sciences perspective. E-Government literature was critically reviewed to determine the user centric factors and their relationship to user centric e-Government security with the help of theories, models, concepts and frameworks that have not been applied so far. Contextual factors have been identified as important user centric ones that affect user centric e-Government security with e-Government technology chosen as the main contextual determinant of user centric e-Government security. User trust and user felt risk in using e-Government services were brought in as mediators of this relationship due to the prime importance these two user centric factors carry with regard to affecting the relationship between technology and user centric e-Government security. In addition demographic factors and culture (nationality) as a factor were applied to test their influence on the relationship between user trust and user centric e-Government security mediated by user felt risk to find whether they have any impact. Moderators (Human Computer Interaction (HCI), user privacy and web design quality) of this relationship were added to the investigation as literature showed that e-Government technology could not operate in isolation. Finally empirical outcomes of testing the above relationships were practically tested by examining the influence of perceived ease of use and usefulness on the relationship between user trust and user centric e-Government security mediated by user felt risk to find whether technology impacted users in reality. Theoretical framework was drawn from the literature review leading to a conceptual model that was used to answer the research question. 12 hypotheses were tested in all. The research was conducted in the Kingdom of Bahrain which ranks high in the implementation of e-Government (e.g. 14th ranked in the world in implementing e-participation in 2014 ranked by UN). The country offered a fertile ground for conducting research as the e-Government service provided were updated technologically constantly with the latest technological advancement cloud computing introduced in e-Government service provision. Most government services were offered now through e-Government services. The population was cosmopolitan and education levels of the users of e-Government were reasonably high providing a strong basis for conducting this research. Quantitative research method and survey questionnaire strategy were used. Users of e-Government services were the target population. Sampling procedure yielded 309 valid responses. Rigourous statistical analysis provided the findings. Except for 2 hypotheses the remaining were verified and established. Technology was found to determine user centric e-Government security with the mediation by trust being stronger than risk. HCI and web design quality moderated the relationship between technology and user centric e-Government security significantly. User education and experience were found to influence user trust and user centric e-Government security. User privacy and nationality were not found to be statistically significant. Perceived ease of use and usefulness of the technology were found to influence e-Government security mediated by trust and risk. This research was perhaps one of the first to have been conducted in a context where e-Government technology used cloud computing. The research contributed to the growing body of knowledge in the field of e-Government security that has viewed this phenomenon from the lens of social sciences and management. Theoretical contribution showed how the operationalization and relationship amongst the factors could be explained by expanding the application of theories including socio-technical, behavioural, managerial, technology adoption, organiational and HCI. Practical implications showed the usefulness of this research to users, service providers and policy makers involved with e-Government services. Methodologically this research has introduced a verification stage by which it has verified the theoretical results using practical outcomes.

Significant attempts have been made by national governments to provide services and information on the Internet via information and communication technologies. However, the accomplishment of these efforts strongly depends on how the targeted users, such as citizens, trust, use and adopt such services. As a consequence, a common interest in understanding the adoption and diffusion of electronic government has emerged in both developed and developing countries. Several impediments could prevent citizens from adopting e-government services such as trust, which consider as one of the major barriers. Many citizens are reluctant to adopt e-government services due to lack of trust, and this concern are not without merit. Citizens' confidence in government and technology is a salient inducer to the wide distribution of e-government adoption. Several studies that have focused on the adoption of e-government services have suggested that trust is a cornerstone for long-term e-government adoption. Therefore, this study aims to break down the complicated concept of trust to understand the factors that build citizens’ trust and the influence of citizens’ trust on the behavioural intention to use and adopt e-government services in the Kingdom of Saudi Arabia. This study focuses on understanding the impact of trust, trustworthiness and social influence on citizens’ willingness to use and adopt e-government services. In addition, it propose a model of trust that comprised of trustworthiness of government agencies, trust in the Internet, trust propensity, trust in e-government and social influence. To fulfil this aim, a quantitative research approach was employed to explore the role of citizen’s trust in e-government in Saudi Arabia, using a survey. This phase was followed by a qualitative research approach using semi-structured interviews to achieve deep understanding of any outstanding results from the conducted survey. From the data analysis, it is evident that all the exogenous variables—government ability, government benevolence and integrity, trust in Internet, trust propensity and social influence—were found to significantly affect citizens’ trust in e-government services. In addition, citizens' trust in e-government and social influence were found to be significant predictors of citizens' behavioural intentions to use e-government services. This study contributes by providing a conceptual model that is useful for studying citizen’s trust and usage behavioural of e-government services in Saudi Arabia.

This thesis focuses on e-government implementation and related institutional adoption and diffusion factors in Omani public sector organisations. With the advancement of the Internet and supporting Information and Communication Technologies, e-government has emerged as an effective means of delivering government services to citizens. While most early e-government efforts were concentrated on developed countries, in the recent past, it has also become popular in many developing countries. Most notably are the Middle Eastern countries that have continued to invest significantly into e-government initiatives in the last five years. However, compared to the West, the progress of e-government implementation and diffusion has been laggard in the Middle East region. The Sultanate of Oman is one such example, where, although large investments have been made since 2003 to facilitate the implementation of its electronic services, limited progress has been made in terms of realising fully functional e-government. The aim of this thesis is to examine the institutional factors influencing the development and implementation of e-government in the context of Oman using case study based research. From an institutional perspective economic, political and social as well as technological issues signify the most fundamental pressures that organisations face when initiating e-government implementation led change. Using institutional theory as a conceptual lens, this thesis aims to provide a better understanding of the internal and external pressures that influence the success of e-government projects. This research identified nineteen different factors influencing the progress of the national e-government project, e-Oman, from a public sector organisational perspective. Further, a conceptual model for examining e-government implementation has been developed and evaluated empirically within the context of Oman. By doing so, this research contributes to the body of knowledge by identifying the institutional factors that contributes to the success of e-government implementation and explaining its paradoxes.

This thesis focuses on investigating the relationship between improvements in information quality and the benefits and performance of e-Government organisations. As information quality is a multidimensional measure, it is very crucial to determine what aspects of it are critical to organisations to help them to devise effective information quality improvement strategies. These strategies are potentially capable of changing government organisational structures and business processes. To develop effective information quality improvement strategies, it is important to explore the relationships between information quality (‘cause’) and organisational benefits and performance (‘effect’). The limited research on information quality and organisations performance focuses on private sectors and pays little attention to governments and public organisations. To the best of the author’s knowledge, there is no single study which covers the relationships between information quality and organisations performance in Kuwait. E-Government success literature has rarely investigated information quality as a contributor to the success of e-Government initiatives. This thesis makes a step forward and contributes to the body of knowledge by examining the nature, direction and strength of the connections between information quality and the success of e-Government initiatives as it proposes and discusses a conceptual model (Figure 3.6) and contextual framework by means of which organisations performance and information quality research can be viewed. This thesis adopts a hypothetic-deductive and inductive approach with mixed methods, to conduct the present study. Quantitative and qualitative methods were then utilised to empirically validate the conceptual framework. The author claims that the relationships between information quality and strategic benefits along with institutional value were in upright agreement. Similarly, both qualitative and quantitative analyses highlighted that improvement in different aspects of information quality can lead to a better organisational image. Usability and usefulness attributes of information quality came on the top of the key influencers on both strategic benefits and institutional value. Furthermore, analyses highlighted some differences among information sharing participants’ views regarding the relationship between constructs investigated in this research. Figure 6.5 presents a revised research model including the new constructs, such as, cost savings, improved decision-making, and increased citizen satisfaction, which have been found to be affected by information quality and affect organisational performance.

Mobile government (M-Government) is an evolving delivery channel for governments to provide timely information and services ubiquitously to residents, businesses and other government departments through mobile devices. Developing countries have a higher mobile penetration rate than the fixed-line Internet rates, which opens doors of opportunities for these countries to bridge the digital gap and gain a better reach through M-Government. Jordan has realised the potential of M-Government and launched the E-Government Mobile Portal on the 18th of April, 2011. This thesis uses a mixed-method approach comprising surveys, interviews, meta-analysis and focus groups. The findings show that the critical success factors for M-government from the users’ perspective are the following: user acceptance, security, privacy, trust, cost, mobile device limitations, usability, availability of services, broadband and content. The findings also show that there are ’high effect’ success factors in addition to the critical ones which are the following : mobile payment system, accessibility, awareness, education, reliability, legal issues and mobile penetration. Additionally, this thesis also proposes a success framework for M-Government that provides practical strategies to tackle each success factor. Furthermore, it recommends an M-Government user-centric road map with implementation stages aiming to assist the Jordanian Government and other governments in tackling each success factor in order to ensure a successful implementation of M-Government.

The use of e-government has increased in recent years, and many countries now use it to provide high quality services to their citizens. As user acceptance is crucial for the success of any IT project, a number of studies have investigated the user acceptance of e-government via the use of adoption models, such as the Unified Theory of Acceptance and Use of Technology (UTAUT) model. However, these models do not pay sufficient attention to security. The lack of security is one of the key issues associated with the adoption of e-government. Thus, this study aims at investigating the role of security in the behaviour intention for using e-government services. In addition, this study seeks to determine the factors influencing end users’ perceptions in e-government security. Therefore, in mind of achieving the aim, the research followed a mixed-methods approach, which divided the research into two phases. The first phase is a qualitative study aiming at exploring the factors influencing end users’ perceptions in e-government security. The second phase is a quantitative study aiming at identifying the role of security and its antecedences in the behaviour intention for using e-government services. To achieve this goal, a research model was developed by integrating trust, security and privacy with the UTAUT2 and tested via Structural Equation Modelling (SEM). The findings show that user interface quality, security culture and cyber-security law positively affect security perception. These factors explain 54% of security perception variance and strongly influence trust in e-government services. The findings also show that trust is ranked as the third most critical factor affecting behaviour intention after performance expectance and habit. The results make a significant contribution to academic research as this research is the first that investigated the factors that influence the security perception in e-government services. This will provide opportunities for further research to investigate further contributing factors and validate the security antecedences explored in this study. This research has practical implications regarding understanding the role of security in e-government adoption and the factors affecting end users’ perceptions of e-government security. This will help the decision makers in government to increase users’ trust in e-government by focusing more on these factors.