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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Eric T. K. Lim & Chee-Wee Tan & Dianne Cyr & Shan L. Pan & Bo Xiao, 2012. "Advancing Public Trust Relationships in Electronic Government: The Singapore E-Filing Journey," Information Systems Research, INFORMS, vol. 23(4), pages 1110-1130, December.
    • Handle: RePEc:inm:orisre:v:23:y:2012:i:4:p:1110-1130
    DOI: 10.1287/isre.1110.0386
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    References listed on IDEAS

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    3. Shirish C. Srivastava & Thompson S.H. Teo, 2009. "Citizen Trust Development for E-Government Adoption and Usage: Insights from Young Adults in Singapore," Post-Print hal-00465199, HAL.
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    Cited by:

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