Proceedings of the 4th International Conference on Science and Technology Applications, ICoSTA 2022, 1-2 November 2022, Medan, North Sumatera Province, Indonesia

Research Article

e-Government Public Services Channel Migration: Government Strategies vs Citizens’ Expectation

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  • @INPROCEEDINGS{10.4108/eai.1-11-2022.2326216,
        author={Vita  Pusvita and Moh  Muttaqin},
        title={e-Government Public Services Channel Migration: Government Strategies vs Citizens’ Expectation},
        proceedings={Proceedings of the 4th International Conference on Science and Technology Applications, ICoSTA 2022, 1-2 November 2022, Medan, North Sumatera Province, Indonesia},
        publisher={EAI},
        proceedings_a={ICOSTA},
        year={2023},
        month={1},
        keywords={e-government e-services channel choice channel migration},
        doi={10.4108/eai.1-11-2022.2326216}
    }
    
  • Vita Pusvita
    Moh Muttaqin
    Year: 2023
    e-Government Public Services Channel Migration: Government Strategies vs Citizens’ Expectation
    ICOSTA
    EAI
    DOI: 10.4108/eai.1-11-2022.2326216
Vita Pusvita1,*, Moh Muttaqin1
  • 1: Research Center for Society and Culture, Institute of Social Sciences and Humanities, National Research and Innovation Agency, gedung B.J. Habibie Jalan M.H. Thamrin Nomor 8, Jakarta Pusat 10340, Indonesia
*Contact email: vita005@brin.go.id

Abstract

The provision of e-Government public services is not automatically accepted by the citizen. The consequences of implementing e-services are unequal service quality and lead to serving those who already have the ICT competencies. This study aims to summarize citizens’ expectations of e-services channel migration and the government's strategy for e-services channel migration from existing literature. This study used a literature review using the Google Scholar database and applied exclusion and inclusion criteria to filter selected articles. The results showed that the government's strategies in channel migration are government policies, multichannel management, government promotion, and e-services evaluation. Meanwhile, citizens expected the government to provide multichannel services, both electronically and traditionally, because citizens have their own channel choice. In addition, citizen involvement in decision-making will encourage increased use of electronic services.