Examining the antecedents of public value in e-government services

Abstract

Over the last two decades, public sector organisations in the UK have invested heavily on electronic government (E-Government) projects to transform the services offered to citizens. E-government is seen as an enabler that helps public services to become more efficient, transparent, cost effective and accountable. In this respect the implementation of e-government projects have been influenced by private sector thinking borrowed from New Public Management (NPM) principles. However, the evaluation of e-government under the influence of NPM has been primarily focused on economic and technical outputs whereas its value to citizens has been largely ignored. Furthermore, research shows that many e-government projects have failed to deliver the desired outcomes when influenced by NPM principles. Recent studies have emerged that highlights the significance of public value to understand the broader outcomes of e-government services. The aim of this study is to explore the concept of public value and identify the antecedents that affect value and the consequences of value on e-government. To do so, this study develops a conceptual model grounded on Public Value Theory, DeLone and McLean IS Success Model and Means End Chain Theory combining the disciplines of Public Administration, Information Systems and Marketing. The conceptual model was validated through Structural Equation Modelling (SEM) based on online surveys of 705 users of egovernment services in the UK. The findings have highlighted significant theoretical and practical implications for researchers and policy makers. This research highlights that the key dimensions (services, outcome and trust) of public value theory cannot be validated on their own as they are far too abstract in current literature. Therefore, this study verifies that public value can only be validated by drawing from the multiple fields of Public Administration, Information System and Marketing. From a practical perspective, the study offers policy makers a frame of reference to understand the influence of value on the adoption and re-use of e-government services.