Zoran Mitrovic
ABSTRACT
Successful delivery of services and information to the public nowadays largely depends on the use of modern information and communication technologies (ICT), which are transforming governments to be more accessible, efficient, effective and accountable. The pertinent literature suggests that cloud computing (CC) and technology-enabled mobile government (m-government) combined seem to be the most plausible in this regard. Hence, the plans of the Western Cape Government (WCG) in South Africa to introduce cloud computing based m-government services on the assumptions that (i) penetration of the mobile phones is almost 100% in this province and (ii) cloud computing can reduce service delivery costs and make government services more accessible and effective. Although recent studies have found that citizens and government officials in the Western Cape perceive m-government services supplied via cloud computing beneficial, and thus likely to be used, deriving benefits from the introduction of the CC based m-government largely still depend on a number of other factors. We have explored the impact of these factors on policy-making using two ICT benefit conceptual models: one found in the Information Management Body of Knowledge (IMBOK) and the Access-Adoption-Appropriation (AAA) model. Based on our literature review we tested our conceptual findings with two focus groups consisting of WCG officials and citizens. We found that these models, if used appropriately, can guide policy-making in this area, by leading government officials toward more effective and efficient service delivery and allow for the citizens' beneficial use of CC based m-government services. We have also acknowledged some limitation of this study as well as some recommendations for the further research.
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Index Terms
- Benefits of introducing the cloud computing based m-government in the western cape: policy implications
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