Advancing Public Trust Relationships in Electronic Government: The Singapore E-Filing Journey

Eric T. K. Lim (), Chee-Wee Tan (), Dianne Cyr (), Shan L. Pan () and Bo Xiao ()
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Eric T. K. Lim: Department of Innovation Management and Strategy, University of Groningen, 9747 AE Groningen, The Netherlands
Chee-Wee Tan: Department of Innovation Management and Strategy, University of Groningen, 9747 AE Groningen, The Netherlands
Dianne Cyr: Beedie School of Business, Simon Fraser University, Surrey, British Columbia V3T 0A3, Canada
Shan L. Pan: Department of Information Systems, School of Computing, National University of Singapore, Singapore 117417, Republic of Singapore
Bo Xiao: Department of Computer Science (Information Systems), Hong Kong Baptist University, Kowloon, Hong Kong, China

Information Systems Research, 2012, vol. 23, issue 4, 1110-1130

Abstract: E-governments have become an increasingly integral part of the virtual economic landscape. However, e-government systems have been plagued by an unsatisfactory, or even a decreasing, level of trust among citizen users. The political exclusivity and longstanding bureaucracy of governmental institutions have amplified the level of difficulty in gaining citizens' acceptance of e-government systems. Through the synthesis of trust-building processes with trust relational forms, we construct a multidimensional, integrated analytical framework to guide our investigation of how e-government systems can be structured to restore trust in citizen-government relationships. Specifically, the analytical framework identifies trust-building strategies (calculative-based, prediction-based, intentionality-based, capability-based, and transference-based trust) to be enacted for restoring public trust via e-government systems. Applying the analytical framework to the case of Singapore's Electronic Tax-Filing (E-Filing) system, we advance an e-government developmental model that yields both developmental prescriptions and technological specifications for the realization of these trust-building strategies. Further, we highlight the impact of sociopolitical climates on the speed of e-government maturity.

Keywords: e-government; public trust; calculative-based trust; prediction-based trust; intentionality-based trust; capability-based trust; transference-based trust (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (8)

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