Efficient and effective implementation and development of e-government services require an understanding of whether these e-government-services are tailored to meet users') expectations under the citizen-centric approach, and what are the barriers that might hamper the achievement of that slogan. This research explores the public eservices from a multi-view or multi -stakeholders' perspective. This includes: the users' perceptions using a conceptual maturity model-61 Model- to investigate empirically the characteristics of the public e-services in Jordan, and the employees' perceptions, who are the providers of the e-government services, to explore the barriers to these public eservices. The sample to this research was drawn from two sources: users of e-government services, and employees in Jordanian governmental organizations. This research is mainly deductive, and includes a mixed research approach of both quantitative and qualitative methods. A survey approach was employed to achieve the research objectives. Moreover, nine interviews were carried out with both users and providers of e-services to obtain insightful data, and to enhance the interpretation of the quantitative findings. Factor analysis, bivariate analysis, error bars, and graphs were employed to explore and clarify patterns of multifaceted relationships for various perceptions of e-government services in relation to demographic characteristics, and the barriers that impede the development of these services. The findings reveal that users of e-government services were chiefly critical of the current status, which was identified according to four categories: Inform, Interact, Intercommunicate, and individualize. However, that dissatisfaction has not stopped the users to aspire a desired status of e-government services, which again was identified according to two categories: Integrate, and Involve. Moreover, the providers reveal in their perception of the barriers that five various barriers' categories 'impede the implementation and the progress of e-government services in Jordan. These barriers, which have been identified according to the providers' perception, are: Policy, Economic, Skills, Technical, and Organizational barriers which were explained using a PESTO framework. Finally the state of play of the Jordanian e-government services was evaluated using the 61 Model to account for the previous two perceptions and establish the relationships between the different perceptions. Because of the scarcity of any empirical investigation of a theoretical maturity model in general, and within the Jordanian context in particular, this research provides an original contribution concerning the evaluation of e-government services and the barriers that hamper them. Unlike previous studies within developed and developing countries, this research investigates the theoretical maturity model from multi-view stakeholders' to establish an understanding of how to provide effective and efficient e-government services that tailored to attain citizen-centric approach.

Public Private Partnership (PPP) is clearly considered as one of the main approaches that can be adopted in E-Government implementation to improve the transformation strategy tor e-government processes on the functions level: (e.g. customer-centric services), the processes level; (e.g. sharing processes) and on the capacity level; (e.g. capacity building). PPP does not weaken the public sector role in E-Government implementation, but it recreates this role in order to obtain more skilled public sector participation in EGovernment projects. The main aim of this research is to explain the nature of the role of public-private partnership (PPP) in the implementation of E-Government programmes in developing countries in order to develop a model for PPP, to indicate its role in such programmes, and then apply to Jordan. This research utilized qualitative case study methodology (QCS), which involves qualitative data collection and qualitative analysis procedures, and allows empirical research to investigate the complexity of the role of Public Private Partnership (PPP) as a contemporary phenomenon, in order to understand such role within the E-Government implementation context in Jordan.

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In the Information and Communications Technology era, eGovernment projects present a great opportunity for governments to offer better and quicker services to their users from the public. However, the success and the failure of these projects to achieve the expected goals depend heavily on some important aspects, mainly websites usability. The research in this thesis focuses on the usability of eGovernment websites in Jordan as a case study, as it is one of the developing countries facing problems due to websites usability. Hence, the main aim of the research was to investigate the situation of the Jordanian eGovernment websites with a view to improving usability, as well as to propose a roadmap to reinforce websites usability in order to achieve better utilisation and a more successful eGovernment project in Jordan. This research work achievement and major contributions have been accomplished through three stages; the first stage investigated the level of usability of eGovernment in Jordan from a manager‟s perspective. The study for this stage involved a sample of 37 managers who are in charge of managing and maintaining eGovernment projects in Jordan. The research revealed that the main problems undermining Jordanian eGovernment usability are the lack of the general usability awareness amongst management, the lack of clear usability standards and guidelines, the insufficient level of end-user involvement in the process of design and maintenance of eGovernment services, limited budgets and the lack of expert web-designers. The second stage was to build a clear overview about the status of eGovernment websites usability in Jordan by investigating main aspects related to design that affect the success of eGovernment websites in Jordan from an end-user‟s perspective. The study for this stage involved 155 participants for testing five Jordanian eGovernment websites. It was revealed that the Jordanian eGovernment websites generally do not have a high level of usability, and that there is a lack of understanding of the needs and requirements of the end-users. In addition, the study discovered a lack of testing and monitoring of the websites, a lack of involvement of end-users, poor collaboration and coordination among government agencies, poor standardisation, and lack of trust/satisfaction. The outcome from the early mentioned studies was used in the third stage, which has been used to establish the model to improve the usability of eGovernment websites in Jordan through a clear roadmap. The model has four components: website manager and designer, end-users, usability committee (advisory, executive), design process (usability requirements, pre-implementation test, post-implementation and maintenance). The model which was established and evaluated can be very beneficial for promoting eGovernment websites usability, in Jordan particularly and in other countries with similar backgrounds and situations.

Electronic government (e-government) diffusion and adoption is a global topic that concerns many developed and developing countries worldwide. However, global efforts to provide e-services to different stakeholders (citizens) differ from one country to another in terms of readiness, challenges, adoptions and diffusions. These differences are due to the variation of technological, political, cultural, economic and social differences. A number of studies on e-government have focused on the technological, economic and political aspects of implementation, while others have examined factors that influence citizens‘ adoption of e-government services, such as availability, accessibility, usability, awareness and trust. This study will focus on the influence of intermediary roles played by third parties in helping diffusion and adoption of e-government. This study will use a qualitative research approach to reflect the roles of intermediaries on e-government realms in the Kingdom of Saudi Arabia. The study will aim to address the research question, "What are the roles of an intermediary in adoption and diffusion of e-government services?" In addition, the study undertaken for this thesis will examine the most salient factors that determine adoption of e-government services in Saudi Arabia and validate the UTAUT model in the Saudi Arabian context, particularly focusing on intermediary organisations. This aspect of the study will use a quantitative approach using a survey to understand citizens‘ perspectives regarding intermediary and e-government adoption. The outcome of this study will create a conceptual model for studying e-government adoption in Saudi Arabia. The theoretical and practical implications of the findings will be discussed, offering recommendations for future research directions.

A review of normative literature, in the field of e-government, indicates that the transactional stage of e-government is one of the most important to the implementation of an e-government system as it represents the highest level of interaction within organisations and between customers and government organisations. Due to the importance of the transactional stage of the e-government system and its positive impact, not only in making the delivery of external services quicker, but also in increasing the efficiency of internal government processes, government organisations might seek to reach this stage. In fact, in the literature, there appears to be an absence of theoretical models for the technical and organisational challenges facing transactional e-government systems. Furthermore, there is a lack of studies focusing on identification of the importance, categorisation and presentation of strategies for overcoming technical and organisational challenges. Consequently, this dissertation attempts to fill the information gap based on empirical data derived from two case studies. This work proposes a novel model for the technical and organisational challenges facing transactional e-government systems. In moving from the conceptual to the empirical, the work is based on a qualitative case study approach to examine the proposed model for the technical and organisational challenges facing transactional e-government systems. In doing so, two case studies were conducted, presented and analysed. During the empirical research, additional technical and organisational challenge(s) facing transactional e-government systems emerged, which resulted in modifications being made to the previously presented conceptual model. However, this dissertation proposes the conceptual model, identifies the importance, categorisation, and presentation of the strategies for overcoming, technical and organisational challenges facing a transactional e-government system. This results in the development of a frame of reference that will lead to a model that can be used to enhance decision-making.

This thesis draws on electronic government (e-govemment) policy formulation, implementation and execution. IT has been enthused by the perceived lack of a model for e-government in Saudi Arabia public sectors. A model for e-government implementation is developed for Saudi Arabia. It examines critical factors that have impacts on e-government implementation in Saudi public sectors by collecting and analysing data in both quantitative and qualitative approaches, and further presenting an extensive review on literature. This exercise is significant, to avoid the pitfalls of imposing universal approaches to research and policy practices. The conclusions and recommendations of this research are significant for both practitioners, in providing guidelines for e-government implementation, and scholars, in suggesting further research in the new area of e-government.