E-government services

What is it about?

The purpose of this study is to investigate the contributing factors to E-government’s disruption in Malaysia’s public service. Researchers have highlighted that the main factors that contribute to Information Technology (IT) service failure are the people, process, and technology. This study explores the level of contribution of each factor to the E-government’s service disruptions.The research was conducted based on the hypothetical-deductive approach. Based on the synthesized literature review, a conceptual model is proposed and several hypotheses are developed. The study was undertaken using questionnaires via convenience sampling whereby eight (8) Frontline agencies, six (6) departments and four (4) ministries in Malaysian public service were selected. The selected agencies are Frontline agencies (agencies that deal directly with citizens) and have implemented E-government. The respondents consist of IT department employees of those agencies. The data for this research were analyzed using the descriptive and inferential statistics analysis. The statistically finding shows that ​both human error and process failure are significantly correlated with E-government service disruptions in the Malaysian Public Sector. More importantly for this research, the empirical results reveal that human action, decision, management, error, and failure are the major causes of the E-government’s disruptions followed by an improper process or procedure. In addition, it is found that technology failure is not significantly contributing to the E-government disruptions frequency in the Malaysian Public Sector. Human error is an important factor and needs more management attention. However, the approach used to address E-government’s disruption is more toward technology-oriented and revolves around the recovery process. The results of this study have two implications: first, is the discovery of the disruption factors that affect E-government service availability and second, is the prioritized of the factor that contributes to E-government service disruptions. This information would be beneficial to local, state and national government for further action in order to ensure the availability and sustainability of E-government implementation.

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Why is it important?

This study identifies the factors that contribute to the service disruption of E-government and thus, gives the priority of each factor based on its contribution to the E-government service disruption. This is an important finding because, it enables public sector agencies, planned and implement improvements as needed and at the appropriate rate for each IT service component to ensure the E-government availability guarantee.

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