Insourcing, outsourcing and co-sourcing are three approaches to procuring an information system. This research contributes to the body of knowledge on insourcing an information system; exploring and discussing the enabling and inhibiting factors of the insourcing of an information system in selected government agencies in Malaysia. This study was undertaken in response to a paucity of similar projects and a limited literature focused on developing countries. It considers the post outsourcing context following the decision to insource a major Malaysian Government Information System in 2011. A qualitative research method was used to obtain empirical evidence from selected government agencies through 69 semi-structured interviews in two data collection periods: 2013-2014 and 2015. Interviews were conducted with civil servants at all levels, from senior management to clerical staff, including users of the government information system. By using coding principles from grounded theory to analyse the data, seven exciters and six inhibitors of insourcing a government information system were identified and mapped in the analytical framework. Further, this is the first research to use an enhanced model, devised by combining the OPTIMISM model and two distinct theoretical traditions: institutional theory and the capability approach; in order to analyse the insourcing of government information system adoption. The enhanced model was created by mapping the OPTIMISM model (that has a set of dimensions) to an analytical framework comprising the capability approach, institutional theory and technology (ICTs). The main research contribution of this thesis is in the area of capacity building of the internal development team. The increased budget for training, the selection of appropriate training providers and knowledge sharing among experienced and novice developers all contribute to building capacity in the internal development team; and consequently help to improve the quality of the system which will improve service delivery to the general public. The approach and findings of this study contribute to the body of knowledge and understanding of the subject in government information system development and implementation, and can also be applied to improving the quality of service delivery. While this study has focused on government information systems, the wider area of eGovernment, and applications serving the needs of the general public, is equally important, and therefore the researcher suggests that insourcing eGovernment applications would also assist in the capacity building of internal IT staff.

Despite the importance of citizens’ trust toward the successful adoption of e-government, the majority of the extant research focuses only on two dimensions to investigate the role of citizens’ trust in e-government which are, trust in technology and trust in government. Hence, there is an absence of research into the multi-dimensional nature of trust and in particular how demographic aspects such as citizens’ personality, culture, gender, experience, education level, beliefs and value systems influence citizens’ trust in e-government. This research particularly aims to investigate and analyse the critical factors influencing citizens' trust in e-government from different aspects including: technology, government agency, risk and citizens' perspective. To achieve this aim, this research undertook a comprehensive review of the e-government and trust literatures, followed by a systematic review of relevant academic articles to identify the factors influencing trust in e-government. The existing literature considered technical factors, government agencies, risk and citizens' aspects. Thereby, a conceptual framework was developed by extending the updated DeLone and McLean’ IS Success Model. To validate the framework, empirical research was preformed, followed by the distribution of a questionnaire to participants who have a past experience in using e-government services, within three ministries in Saudi Arabia. Of 1076 completed survey responses received, 912 were considered valid to use in this study. This study has applied structural equation modelling (PLS-SEM) to test the proposed research framework using SmartPLS 3.0. The final developed framework was then refined and presented along with the findings regarding the significant factors influencing citizens’ trust in e-government. The findings of study revealed that while technical factors and disposition to trust have a positive influence on trust in e-government, factors related to government agencies and risk have negative impacts on citizens' trust. With regard to the citizens' aspects, the findings reveal that the female respondents demonstrate a more positive evaluation of online services as compared to the male respondents, with the female group reporting more significant and positive influences of the technical aspects on trust in e-government as compared to the male group. Interestingly, this study found that old people display greater trust in e-government as compared to levels of trust reported by younger people. The findings also highlight that internet experience has a positive influence on citizens' trust, as increased levels of Internet experience increased the level of trust in e-government. Finally, the study found non-significant support of the influence of education level in terms of trust in e-government. Lastly, the strategies that governments use to build and develop citizens' trust were identified based on the findings of the study. The originality of this study is that it tries to provide new insights on the subject of citizens’ trust in e-government in Saudi Arabia, as limited studies investigate and analyse how citizens’ differences in gender, age, education level and internet experience can influence their trust in e-government. This study attempts to provide a validated conceptual framework that integrates different antecedents of trust in e-government. Also, the impact of additional factors such as citizens’ satisfaction, intention to continue use e-government and the moderating effect of different demographic factors (gender, age, education and internet experience) are considered in this research, complementing and enhancing the existing literature on trust in e-government. Also, this research offers several implications to practitioners (decision maker) and stakeholders who are involved in e-government initiatives by providing new insights into e-government adoption from a citizens’ perspective.

Les classifications opérées jusque-là distinguent les Etats interventionnistes, dirigistes des Etats libéraux. Mais cette distinction est fortement marquée au plan idéologique ce qui empêche une visibilité neutre de l’action publique. C’est toute la difficulté et la complexité de la question. Aujourd’hui le rôle et les missions de l’Etat, semblent davantage, marqués par les défis de la mondialisation qui impose à l’Etat des lignes de conduite dans les sphères économique, sociale et politique autour des principes tels que : le désengagement, la décentralisation, le pluralisme, le respect des droits de l’homme, l’efficience, la bonne gouvernance …etc. Mais qu’en est-il pour l’Algérie ? En réalité, que ça soit pour l’Algérie ou les pays du Tiers-monde sommés à opérer leur mutation, vivent ces défis de manière paradoxale compte tenu du processus de formation des Etats demeure inachevés, le rôle important qu’ils aient eu à assumer après leur indépendance pour réaliser à la fois l’unité nationale et l’intégration économique et sociale et le sous la faiblesse des acteurs économique sociaux et le sous-développement. L’Algérie vie ces paradoxes en tant qu’ex-pays colonisé, ex-pays à économie dirigée et surtout un pays à rente pétrolière, où l’action de l’Etat, est sollicitée en permanence. Par ailleurs, les choix politiques prévalent et supplantent souvent les choix économiques. C’est donc une conception particulière du rôle de l’Etat qui n’est pas nécessairement lié à un choix idéologique mais correspond plutôt à une réalité objective.Dans cette optique peut-on soutenir que depuis l’adoption de la Constitution de 1989 qui a annoncé la rupture avec l’ancien système politique et économique, le rôle et les missions de l’Etat algérien dans le domaine économique ont évolué vers un nouveau modèle ? L’Etat entrepreneur s’est-il retiré au profit de l’Etat régulateur ? Le processus de réformes économiques va-t-il accordé à l’Etat un nouveau statut en matière économique ? / The classifications hitherto distinguished between the interventionist and the dirigiste states of the liberal states. But this distinction is strongly marked ideologically, which prevents a neutral visibility of public action. That is all the difficulty and complexity of the issue. Today, the role and missions of the State seem to be more marked by the challenges of globalization, which impose on the State guidelines in the economic, social and political spheres around principles such as disengagement, Decentralization, pluralism, respect for human rights, efficiency, good governance ... etc. But what about Algeria?In reality, whether it be for Algeria or the countries of the Third World summoned to effect their mutation, live these challenges in a paradoxical way in view of the process of formation of the States remains unfinished, the important role they have had to assume After their independence to achieve both national unity and economic and social integration and under the weakness of social economic actors and underdevelopment. Algeria lives these paradoxes as a former colonized country, a former country with a directed economy and, above all, a country with an oil rent, where the action of the State is constantly sought. Moreover, political choices prevail and often supplant economic choices. It is therefore a particular conception of the role of the State which is not necessarily linked to an ideological choice but rather corresponds to an objective reality.From this perspective, it can be argued that since the adoption of the 1989 Constitution, which announced the break with the old political and economic system, the role and tasks of the Algerian State in the economic field have evolved into a new Model? Has the entrepreneurial state withdrawn in favor of the regulating State? Will the process of economic reforms give the state a new status in economic matters?

This study investigates the refinement of an evaluation framework for e-Government websites. The aim of the research was to determine how an existing evaluation framework, which recommends the use of multiple usability techniques, could be used to obtain usability data that would indicate how to improve e-Government websites and satisfy users' needs. The framework describes how common techniques, such as heuristic testing and user testing, can be used with the emerging discipline of web analytics to provide a comprehensive and detailed view of users' interactions on e-Government websites. The original framework was refined in the light of the findings and the refined framework should facilitate the improvement of e-Government websites depending on users' demands and interactions. The work involved implementing the original multi-dimensional framework in e-Government websites in Saudi Arabia. A case study method was used over two implementations. In the former implementation, the evaluation methods consisted of heuristic evaluation followed by usability testing then web analytic tools. However, in the later implementation, refinements to the evaluation framework were proposed and the order of methods was amended: web analytics was used first, followed by heuristic evaluation then usability testing. The framework recommends specific usability methods for evaluating specific issues. The conclusions of this study illustrate the potential benefits of using a multidimensional evaluation framework for e-Government websites and it was found that each usability method had its own particular benefits and limitations. The research concludes by illustrating the potential usefulness of the designed evaluation framework in raising awareness of usability methods for evaluating e-Government websites in Saudi Arabia.

Much academic research has studied the factors that increase adoption of online government services. However, the study areas have generally been relatively simple transactional environments focussed on specific consumer roles, and where "the computer can decide". However, this is not representative of all government services: many off-line services involve multiple government organisations or departments. Some services are used by a large range of different stakeholders who have different expectations and experiences of the administrative process concerned. Some require non-numeric elements to process the transaction. Some even involve humans to make a decision. All of these factors increase the complexity of supporting such services online and there is little literature either in the areas of stakeholder theory or technology adoption that examines how such services can be successfully deployed. This research addresses this void in the literature through an exploratory case study of the online planning application service in the UK as provided by the Planning Portal. A mixed methodology, both multi-phase and emergent, has been used to gather and analyse both qualitative and quantitative data to investigate how a single online service can successfully support a wide range of different stakeholders, what factors impact on uptake amongst those diverse stakeholder groups and how the service manages its relationships with stakeholders to ensure all are supported by the service. The pivotal complexities added by visual elements in the planning application and determination process, and by the central-local government interaction that is integral to the online planning service, are explored. The findings suggest that such a complex service can be very successful, but there are barriers outside the service provider's control that may ultimately affect the full provision of an end-to-end online service. Quantitative findings also suggest that there are factors other than those in the current models of technology adoption that may affect a more subjective and visually dependent service. This novel study of a distinctively complex and visual service provides insights that will be, and have already been, of use to real-world practitioners in supporting and developing complex online services.

Electronic government (e-Government) in terms of public service delivery and administration has endured signification transformation over the last decade. More recently, modern second generation web technologies (Web 2.0) have started to be used to deliver e-Government. However, this in turn has brought about additional challenges. By its nature, Web 2.0 is more interactive than the traditional model of information provision or creation of digital services and as such opens up a new set of benefits, costs and risks to those who make use of it as part of their e-Government approach. In the main, the usage of Web 2.0 is in its infancy within e-Government and this creates a need for research into exploring the application of Web 2.0 technologies in e-Government and to provide practical advice to practitioners. This research draws on the existing literature to present a novel conceptual model that could be used to guide implementation and evaluation of Web 2.0. The conceptual model draws the existing literature into the traditional information systems (IS) evaluation model (benefits, costs and risks) specifically in terms appropriate to Web 2.0. In turn that evaluation is set in the context of the impact on the organisation in terms of organisational, technological and social consequences. This conceptual model was tested in a United Kingdom local government authority (LGA) that had recently started to make use of Web 2.0 in terms of service delivery and for internal work purposes by its employees. The result was a qualitative enquiry making use of interviews and documentary evidence to explore the validity of the conceptual model as a tool to assist decision making in this field. The findings elicited from the in-depth case study offer an insight into IS evaluation criteria and impact factors of Web 2.0 from both a practical setting and an internal organisational perspective. An interesting finding of this study was the contrast between the agreement on the need for evaluation of Web 2.0 tools and how to carry that out, and the fact that this had not been formally carried out by the case study with respect to its early Web 2.0 projects. This study concludes that a combined analysis of the evaluation and impact factors rather than a singular approach would better assist the decision making process that leads to effective application of Web 2.0 technologies. Keywords: e-Government, Web 2.0, Information Systems Evaluation, Impact, Local Government Authorities (LGAs).