Framework for Analysis

Overview

Participation issues are socially complex. This paper therefore does not focus solely on technology. While technology is a valuable tool for enabling access or participation, its successful deployment requires an awareness of the social, cultural and institutional environment in which it will be used.

Given the complexity and inter-relationship between multiple concepts, the following models have been used to analyse the issues for participation:

1. a three-part framework: socio-cultural, institutional and technological factors

2. the levels of trust that influence participation and

3. the relationship between the factors noted above and the E-government Strategy that provides the roadmap for activities that improve opportunities to participate in government.

Three-part Framework

Socio-cultural factors that influence the uptake of e-government include, for example, education, ethnicity, perceptions, beliefs and the desire to participate. Institutional factors include political processes and the organisational capability of agencies and groups. These factors are complex and inter-related. We have used a three-part framework, illustrated below, to help integrate both the analysis of environmental issues and the potential solutions for enhancing participation opportunities.

Figure 1: Three-part framework for analysing and developing participation opportunities

Trust and Participation

One of the factors that influence participation is trust. Gartner ["Customer Experience and 10 Ways to Establish Trust", J Wecksell, J Kirkby, Gartner Research Note, 8 February 2002] advises, "Trust in an online relationship is about the customer experience, not just technology. It's complex and essential for realizing the potential of the online channel."

The analysis refers to the following three stages of trust:

4. being credible through being open, honest, accessible and convenient

5. being reliable through being fair and responsive (doing what you say)

6. being trustworthy through a partnership that operates for mutual best interest and exchanged value.

These stages of trust have been mapped to the levels of participation described earlier:

Trust < = > Participation

Credible < = > Information Delivery

Reliable < = > Consultation

Trustworthy < = > Active Participation

The inter-relationship between trust and participation is presented in the next section on the particular New Zealand aspects that influence participation through e-government.

Trust is a huge topic and cannot be covered in detail in this paper. There are numerous government activities that consider how to improve citizens' trust and respect of government, such as guidance on ethics, values and standards for the State sector. The E-government Unit has recently published a paper that assesses threats on the Internet as they relate to e-government, and considers whether the government should do to more protect the use of the Internet for e-government purposes.

E-government Strategy and Participation

The E-government Strategy provides the roadmap for e-government activities that enhance participation opportunities. The goals of the Strategy - Access or Interaction, Transaction and Transformation - are mapped to the levels of trust and participation presented above. To illustrate: Transformation (Strategy) relates to Trustworthy (Trust) and Active Participation (Participation).