research-article

The "dark side" of information technology: a survey of IT-related complaints from citizens

Authors:

Erik Leertouwer,

Ingrid MulderAuthors Info & Claims

dg.o '11: Proceedings of the 12th Annual International Digital Government Research Conference: Digital Government Innovation in Challenging Times

Pages 204 - 212

https://doi.org/10.1145/2037556.2037589

Published: 12 June 2011 Publication History

Abstract

Although it is widely accepted that citizens benefit or may benefit from the applications of information technology, there are also complaints about these applications. This paper is devoted to the complaints of citizens that pertain to the applications of information technology itself, or about facts in which this technology is playing a significant role. We have analyzed a number of governmental databases in the Netherlands that contains complaints of citizens. We have investigated which proportion of the complaints could be related to information technology. For two governmental databases, we were able to make a reliably estimation of the proportion of information technology related complaints. We found that these proportions are 34% and 40% respectively. For one of the databases, a categorization according to the time dimension revealed that in 2001, the proportion of information technology related complaints is the highest namely 46%. This peak could have been caused by the crash of the dot.com bubble in the spring of 2001. This kind of information is necessary to gain a comprehensive understanding of the changing government-citizens relationship due to information technology.

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Cited By

Ficapal-Cusí PPeñarroja VEnache-Zegheru MSalazar-Concha C(2024)Employee Technostress: Analyzing the Influence of Sociodemographic Characteristics on Techno-Stressors and Their ConsequencesInternational Journal of Human–Computer Interaction10.1080/10447318.2024.231392641:2(1309-1322)Online publication date: 20-Feb-2024
https://doi.org/10.1080/10447318.2024.2313926
Zhang CPiao XManagi S(2023)Work Hour Mismatch on Life Evaluation: Full Heterogeneity and Individual- and Country-Level Characteristics of the Most and Least Affected WorkersSocial Indicators Research10.1007/s11205-023-03193-8170:2(637-674)Online publication date: 21-Sep-2023
https://doi.org/10.1007/s11205-023-03193-8
Abd Aziz NAziz MAbd Rahman N(2022)The mediating effects of student satisfaction on technostress–performance expectancy relationship in university studentsJournal of Applied Research in Higher Education10.1108/JARHE-03-2021-011715:1(113-129)Online publication date: 3-Jan-2022
https://doi.org/10.1108/JARHE-03-2021-0117
Show More Cited By

Index Terms

The "dark side" of information technology: a survey of IT-related complaints from citizens
1. Information systems
  1. Information retrieval

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dg.o '11: Proceedings of the 12th Annual International Digital Government Research Conference: Digital Government Innovation in Challenging Times

June 2011

398 pages

ISBN:9781450307628

DOI:10.1145/2037556

Conference Chairs:
John Bertot
University of Maryland
,
Karine Nahon
University of Washington
,
Program Chairs:
Soon Ae Chun
City University of New York
,
Luis Luna-Reyes
Universidad de las Americas, Puebla
,
Vijay Atluri
Rutgers University

Copyright © 2011 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Published: 12 June 2011

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dg.o '11: The 12th Annual International Conference of Digital Government Research

June 12 - 15, 2011

Maryland, College Park, USA

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Cited By

Ficapal-Cusí PPeñarroja VEnache-Zegheru MSalazar-Concha C(2024)Employee Technostress: Analyzing the Influence of Sociodemographic Characteristics on Techno-Stressors and Their ConsequencesInternational Journal of Human–Computer Interaction10.1080/10447318.2024.231392641:2(1309-1322)Online publication date: 20-Feb-2024
https://doi.org/10.1080/10447318.2024.2313926
Zhang CPiao XManagi S(2023)Work Hour Mismatch on Life Evaluation: Full Heterogeneity and Individual- and Country-Level Characteristics of the Most and Least Affected WorkersSocial Indicators Research10.1007/s11205-023-03193-8170:2(637-674)Online publication date: 21-Sep-2023
https://doi.org/10.1007/s11205-023-03193-8
Abd Aziz NAziz MAbd Rahman N(2022)The mediating effects of student satisfaction on technostress–performance expectancy relationship in university studentsJournal of Applied Research in Higher Education10.1108/JARHE-03-2021-011715:1(113-129)Online publication date: 3-Jan-2022
https://doi.org/10.1108/JARHE-03-2021-0117
Abuzant MSabbah KGhanem M(2022)Technostress and Students’ Academic Productivity: A Positive ImpactRadical Solutions in Palestinian Higher Education10.1007/978-981-19-0101-0_4(39-51)Online publication date: 20-Mar-2022
https://doi.org/10.1007/978-981-19-0101-0_4
Shahzad FAbbas AFateh AKasim RAkram KAshraf S(2021)Late-Night Use of Social Media and Cognitive Engagement of Female Entrepreneurs: A Stressor–Strain–Outcome PerspectiveSage Open10.1177/2158244021103765211:3Online publication date: 5-Aug-2021
https://doi.org/10.1177/21582440211037652

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