Cities and megacities are generating issues every year due to the challenges from the environment and society. The government responded to these contextual challenges and turned them into opportunities by building a smart city. The smart city creates an innovation network between cities and tries to develop better e-services to citizens and to provide better e-government services and e-services to improve citizens' lives. Being the smart city requires people to adopt and use these services productively in the day-to-day life and business of the city (Woetzel et al. 2018). However, smart city projects currently meet a significant challenge when enhancing the adoption of e-government service. Research showed that the adoption barrier indicates a vast digital divide in those cities, and data provided evidence that a big part of the citizens is significantly unable to access and have not enough digital skills to use the e-government services. Which said that a tremendous number of citizens are still can not access the service cause of the lack of internet or without enough digital skills to use the service. Countries set digital inclusion strategies such as promoting awareness, training digital skills, and enhancing accessibility to break the digital divide; meanwhile, researchers sparingly discussed on how to enhance e-government service adoption, such as accessibility, awareness and trust, and skills (Joshi & Islam, 2018 ). The result shows that these three essential elements, awareness and trust, digital skills, and accessibility, were validated that they are positive in facilitating the adoption of the service. A case study analysis that sought to investigate the existing solution from different cities on enhancing adoption by digital inclusion was finished based on the findings. And a short proposal that aims to enhance the adoption of e-government service through e-inclusion was conducted. After that, as the best digital government service city in China, Guangdong will be carefully studied and analyzed. Then, a minimum viable service was designed following the e-inclusion strategy, to enhance the adoption of the e-government service in Guangdong. The service was visualized by service design tools, such as the customer journey map and service offering map, to clearly explain the delivery of service. Further validation will need to be done by survey methods and offline qualitative sociological research.
Le città e le megalopoli stanno generando problemi ogni anno a causa delle sfide dell'ambiente e della società. Il governo ha risposto a queste sfide contestuali e le ha trasformate in opportunità costruendo una città intelligente. La smart city crea una rete di innovazione tra le città e cerca di sviluppare e di fornire migliori servizi di e-government e servizi elettronici per migliorare la vita dei cittadini. La smart city richiede che le persone adottino e utilizzino questi servizi in modo produttivo nella vita quotidiana e negli affari della città (Woetzel et al. 2018). Tuttavia, i progetti delle smart city affrontano attualmente una significativa sfida per il miglioramento dell'adozione dei servizi di e-government. La ricerca ha dimostrato che per quanto riguarda la barriera dell'adozione c'è un ampio divario digitale in quelle città, e i dati hanno provato che gran parte dei cittadini è sostanzialmente incapace di accedere e non ha abbastanza competenze digitali per utilizzare i servizi di e-government. Il che significa che un numero enorme di cittadini non è ancora in grado di accedere al servizio a causa della mancanza di connessione internet o della mancanza di sufficienti competenze digitali per l'utilizzo del servizio. Le nazioni stanno definendo strategie di inclusione digitale per rompere il divario digitale, come la promozione della consapevolezza, la formazione delle competenze digitali e il miglioramento dell'accessibilità; nel frattempo, i ricercatori stanno cominciando a discutere su come migliorare l'adozione dei servizi di e-government attraverso l'accessibilità, la consapevolezza e la fiducia, e le competenze (Joshi & Islam, 2018). Il risultato dimostra che consapevolezza e fiducia, competenze digitali e accessibilità sono tre elementi essenziali per un risvolto positivo nella facilitazione dell'adozione del servizio. Sulla base dei risultati, è stata portata a termine un'analisi di casi studio con lo scopo di indagare le soluzioni esistenti in diverse città per migliorare l'adozione attraverso l’inclusione digitale. Inoltre, è stata condotta una breve proposta che mira a migliorare l'adozione del servizio di e-government attraverso l'inclusione digitale. Successivamente, la città di Guandong, la migliore riguardo i servizi di governo digitale in Cina, è statta attentamente studiata e analizzata. Quindi, è stato progettato il servizio minimo realizzabile seguendo la strategia di e-inclusione, per migliorare l'adozione del servizio di e-government nel Guangdong. Il servizio è stato visualizzato tramite strumenti di service design per spiegare chiaramente il funzionamento del servizio, come la customer journey map e la service offering map. Ulteriore convalida dovrà essere effettuata mediante metodi di indagine e ricerca sociologica qualitativa offline
E-inclusion to enhance the e-government service adoption in smart city
CHEN, HONGTAO
2019/2020
Abstract
Cities and megacities are generating issues every year due to the challenges from the environment and society. The government responded to these contextual challenges and turned them into opportunities by building a smart city. The smart city creates an innovation network between cities and tries to develop better e-services to citizens and to provide better e-government services and e-services to improve citizens' lives. Being the smart city requires people to adopt and use these services productively in the day-to-day life and business of the city (Woetzel et al. 2018). However, smart city projects currently meet a significant challenge when enhancing the adoption of e-government service. Research showed that the adoption barrier indicates a vast digital divide in those cities, and data provided evidence that a big part of the citizens is significantly unable to access and have not enough digital skills to use the e-government services. Which said that a tremendous number of citizens are still can not access the service cause of the lack of internet or without enough digital skills to use the service. Countries set digital inclusion strategies such as promoting awareness, training digital skills, and enhancing accessibility to break the digital divide; meanwhile, researchers sparingly discussed on how to enhance e-government service adoption, such as accessibility, awareness and trust, and skills (Joshi & Islam, 2018 ). The result shows that these three essential elements, awareness and trust, digital skills, and accessibility, were validated that they are positive in facilitating the adoption of the service. A case study analysis that sought to investigate the existing solution from different cities on enhancing adoption by digital inclusion was finished based on the findings. And a short proposal that aims to enhance the adoption of e-government service through e-inclusion was conducted. After that, as the best digital government service city in China, Guangdong will be carefully studied and analyzed. Then, a minimum viable service was designed following the e-inclusion strategy, to enhance the adoption of the e-government service in Guangdong. The service was visualized by service design tools, such as the customer journey map and service offering map, to clearly explain the delivery of service. Further validation will need to be done by survey methods and offline qualitative sociological research.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/166866