Mobile challenges and opportunities for e-government in Saudi Arabia

Abstract

This thesis analysed the challenges and opportunities associated with the implementation of mobile government services in Saudi Arabia using a mixed method approach combining surveys and semi-structured interviews with Saudi citizens and employees of the Ministry of Communications and Information Technology. Three studies were conducted for the purpose of achieving the aims and objectives of the thesis. The first study shows that the high level of mobile penetration in the country suggests that there is already a demand of a greater range of m-government services despite the fact that still a large proportion of the Saudi population who do not have access to mobile technologies. Nevertheless, the results suggest that there is still a strong desire among users for the provision of mobile government services and the majority of respondents were willing to use such services and understand the benefits of using m-government. This thesis also shows a strong consensus among both government employees and citizens that m-government implementation would contribute to the technological development of the country. The findings of the second study suggest that the high level of mobile penetration offers an opportunity for the Saudi government to offer mobile government services. However, a number of barriers to mobile government exist, including poor quality and speed of internet, lack of customisation of services and data security and privacy issues as well as infrastructural challenges and bureaucratic attitude of the government departments. The third study focussed on the practicality of a mobile phone application, and for this purpose a mobile application for utility bills was developed and evaluated in terms of its usability, reliability and validity of the service. The thesis revealed that the majority of respondents were satisfied with the service usage, as application was easy to use without complications. However, participants were not comfortable to leave their details pertaining to credit card or any personal information. Misuse of information was major threat to participants, which further added reluctance to usage of the application. Respondents were willing to provide financial details if the service was authorised by government agencies. By exploring the opportunities of, and challenges facing m-government in Saudi Arabia, this thesis contributes to the m-government literature on developing countries in particular. This thesis offers important lessons for the m-government policy makers in Saudi Arabia and around the developing world.