Digital government transformation in turbulent times: Responses, challenges, and future direction

Investigating Citizens' Acceptance of Contact Tracing Apps: Quantitative Study of the Role of Trust and Privacy

BACKGROUND

The COVID-19 pandemic accelerated the need to understand citizen acceptance of health surveillance technologies such as contact tracing (CT) apps. Indeed, the success of these apps required widespread public acceptance and the alleviation of concerns about privacy, surveillance, and trust.

OBJECTIVE

This study aims to examine the factors that foster a sense of trust and a perception of privacy in CT apps. Our study also investigates how trust and perceived privacy influence citizens' willingness to adopt, disclose personal data, and continue to use these apps.

METHODS

Drawing on privacy calculus and procedural fairness theories, we developed a model of the antecedents and behavioral intentions related to trust and privacy perceptions. We used structural equation modeling to test our hypotheses on a data set collected at 2 time points (before and after the launch of a national CT app). The sample consisted of 405 Irish residents.

RESULTS

Trust in CT apps was positively influenced by propensity to trust technology (β=.074; P=.006), perceived need for surveillance (β=.119; P<.001), and perceptions of government motives (β=.671; P<.001) and negatively influenced by perceived invasion (β=-.224; P<.001). Perceived privacy was positively influenced by trust (β=.466; P<.001) and perceived control (β=.451; P<.001) and negatively influenced by perceived invasion (β=-.165; P<.001). Prelaunch intentions toward adoption were influenced by trust (β=.590; P<.001) and perceived privacy (β=.247; P<.001). Prelaunch intentions to disclose personal data to the app were also influenced by trust (β=.215; P<.001) and perceived privacy (β=.208; P<.001) as well as adoption intentions before the launch (β=.550; P<.001). However, postlaunch intentions to use the app were directly influenced by prelaunch intentions (β=.530; P<.001), but trust and perceived privacy only had an indirect influence. Finally, with regard to intentions to disclose after the launch, use intentions after the launch (β=.665; P<.001) and trust (β=.215; P<.001) had a direct influence, but perceived privacy only had an indirect influence. The proposed model explained 74.4% of variance in trust, 91% of variance in perceived privacy, 66.6% of variance in prelaunch adoption intentions, 45.9% of variance in postlaunch use intentions, and 83.9% and 79.4% of variance in willingness to disclose before the launch and after the launch, respectively.

CONCLUSIONS

Positive perceptions of trust and privacy can be fostered through clear communication regarding the need and motives for CT apps, the level of control citizens maintain, and measures to limit invasive data practice. By engendering these positive beliefs before launch and reinforcing them after launch, citizens may be more likely to accept and use CT apps. These insights are important for the launch of future apps and technologies that require mass acceptance and information disclosure.

Digital government transformation as an organizational response to the COVID-19 pandemic

Many public organizations struggle to adapt to digital transformation. Whereas previous research has identified internal drivers of change, an unpredictable factor from the external environment such as the COVID-19 pandemic can trigger public innovation. In this study, we aim to explore how the COVID-19 pandemic has influenced the digital government transformation. First, we explore how the COVID-19 pandemic has affected different organizational aspects that are expected to be affected by a digital transformation. Second, we explore if and how the COVID-19 pandemic has impacted the digital government transformation. Findings from case studies of ten organizations from the Austrian federal administration indicate that the pandemic has not only led to an increased use of technological means but also influenced various organizational aspects such as employees' attitudes toward technology and organizational culture toward innovation. In particular, organizations heavily affected by the pandemic have benefited from a greater degree of digital transformation. Consequently, the pandemic has influenced a spirit of innovation and accelerated the speed of digital transformation.

Three Cities on YouTube

Local governments are enhancing their governance through various information communication technologies (ICTs). This article presents an exploratory case study of three municipalities within the United States, examining how each applies YouTube for communication. Using content analysis and selected statistical tests of mean difference, the authors analyzed the videos uploaded between January 2020 to August 2020. The three municipalities used YouTube to document policymaking, publicize programs and services, update critical information during times of crises, and, in some cases, create unique brand images. The average number of views per video were similar across the three YouTube channels. However, one of the municipalities received a statistically significant number of average likes per video, which spotlights its positive brand image. In conclusion, the authors suggest directions for future research and recommend practices for social media adaptation in government.

Effect of a Digital Literacy Program on Older Adults' Digital Social Behavior: A Quasi-Experimental Study

In South Korea, digital literacy education programs are expected to help its older population participate in online welfare services to increase their social support, self-esteem and well-being. This quasi-experimental study assesses the effects of digital literacy education on digital device usage among rural-dwelling adults aged 65 and above and evaluates the positive effects of digital literacy education on depression, happiness, quality of life, self-efficacy and cognitive function. A digital literacy education program and a customized questionnaire survey were conducted to evaluate smartphone use competency and the program's effects, respectively. We also conducted a chi-square test, paired t-test and difference-in-differences regression analysis. The experimental group showed a significant increase in smartphone usage and video recording capacity than the control group. The happiness and cognitive function scores for dementia screening increased significantly by a mean of 3.7 and 1.1 points, respectively, after digital literacy education. Cognitive function increased significantly by 1.305 points in the experimental group compared to the control group (β = 1.305, p = 0.05 *). Digital literacy education for older adults in rural areas greatly increased smartphone use, video recording capacity, happiness and cognitive function. Based on these findings, it is recommended that the government should implement digital literacy education for older adults in rural areas to increase their happiness and cognitive function.

The Official Website as an Essential E-Governance Tool: A Comparative Analysis of the Romanian Cities’ Websites in 2019 and 2022

This paper aims to measure the quality of all Romanian cities’ websites in 2019 and 2022, before and after the disruptive event of COVID-19. Since the official websites are the core instrument of e-governance, the changes in the quality of Romanian cities’ websites reflect the changes in the development of urban e-governance in Romania. The COVID-19 lockdowns and contact restrictions and the moving of most activities into the online environment had the potential to impact the performance of Romanian cities’ websites significantly and catalyze the progress of local e-governance. The quality of Romanian cities’ official websites was measured using an adapted survey instrument proposed by Holzer and Kim and Manoharan, Melitski, and Holzer. The tool covers five critical criteria of website quality or performance: personal data security, usability, content, services, and citizen participation. The research results may seem contrary to expectations: the improvements of websites have been incremental rather than transformational. Although our research provides only a case study, we may assert that the reform of traditional administration remains a step-by-step process. Our study’s main contribution consists in showing that the progress of e-governance is an incremental process even in a situation of emergency that requires the moving of most activities into the online environment.

Crisis as driver of digital transformation? Scottish local governments’ response to COVID-19

The response to the COVID-19 pandemic has, from the outset, been characterized by a strong focus on real-time data intelligence and the use of data-driven technologies. Against this backdrop, this article investigates the impacts of the pandemic on Scottish local government’s data practices and, in turn, whether the crisis acted as a driver for digital transformation. Mobilizing the literatures on digital government transformation, and on the impacts of crises on public administrations, the article provides insights into the dynamics of digital transformation during a heightened period of acute demands on the public sector. The research evidences an intensification of public sector data use and sharing in Scottish local authorities, with focus on health-related data and the integration of existing datasets to gather local intelligence. The research reveals significant changes related to the technical and social systems of local government organizations. These include the repurposing and adoption of information systems, the acceleration of inter and intraorganizational data sharing processes, as well as changes in ways of working and in attitudes toward data sharing and collaborations. Drawing on these findings, the article highlights the importance of identifying and articulating specific data needs in relation to concrete policy questions in order to render digital transformation relevant and effective. The article also points to the need of addressing the persistent systemic challenges underlying public sector data engagement through, on one hand, sustained investment in data capabilities and infrastructures and, on the other, support for cross-organizational collaborative spaces and networks.