User Acceptance Evaluation of E-Government Services, Impact of Unified Approach Framework on the Government. Cloud Sultanate of Oman as a Case Study; Government and Citizens Perspectives

Abstract

Oman has adopted e-government services, but according to the United Nations E-Government Development Index classification, such services are not fully utilised. E-government classification of Oman shows a lack that motivated this research. The aim is to provide a framework that can help the Omani government to better implement e-government services. As a result, Oman classification is expected to be improved. Such framework may also help similar developing countries in implementing their e-government services. This work aimed to address both; government and citizens prospective, also aiming to help conducting a sold research a good implementable framework. Therefore, an interview with 21 government participations from different institutions was conducted followed by citizens that attracted 400 qualified responses. The research process has led to the suggestion of using another approach of e-government services, the unified e-services portals. The outcomes of this research show; both government and citizens are in favour of using unified definitions in portals. In addition, a proposed framework is presented based on supported findings that is believed to better utilising e government services hence leading to improve ranking. It is also believed that the UN assessing committees would benefit from the unified approach. Simply, it unifies the definition of each service based on the published academic definitions and work. The evaluation of the proposed framework is outside this research and can be addressed by a further research as recommended. Implementing the unified approach portals is another front that attracts implementation and evaluation.