n Journal of Public Administration - Diffusion of e-government services : a citizen's perspective




Most mainstream government departments are now using the Internet as a channel to provide public services to their citizens. This often entails large financial investments on the part of government. Use of such services by targeted users is seen as critical in helping to justify the large investments as well as to ensure that the intended benefits of e-government from the users' perspective are realised. The main objective of this article is to investigate perceived challenges to the diffusion of e-government services targeted at citizens in South Africa. Data was collected using a structured questionnaire and a total of 380 usable responses were received. The findings showed that members of the general public perceive that there are many challenges affecting the diffusion of e-government services in South Africa. These included, in order of importance, awareness, trust, service quality, access and skills-related challenges. Efforts aimed at ensuring increased diffusion of e-government services among ordinary citizens need to take cognizance of these factors and find ways of addressing them. The article has outlined some recommendations on what government can do to address the challenges.


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