This book provides user studies and theories related to user-centered technology design
processes for e-government projects. The book mainly discusses inherent issues of technology
design implications user experiences and guidelines for technology appropriation.
Ethnographic studies focusing on real life examples will enable readers to understand the
problems in an effective way. Furthermore the theories and results will help researchers and
practitioners to handle these challenges in an efficient way. E-Government is about harnessing
the information revolution to improve the efficiency of government processes and the lives of
citizens. It aims at a citizen centered approach to governance through effective use of the
Internet and Information and Communication Technologies (ICTs). E-Government promotes
transparency and effectiveness of a government¿s processes as well as citizens¿ participation
(e-participation) in the affairs of the government. Whereas E-government projects are huge
undertakings for government departments a user-centric approach requires citizens¿
participation in the design and delivery of e government services. In both these respects
there are huge challenges and governments require long term commitment as well as correct
planning and availability of financial resources to address them. System design for
e-governmental applications is inherently a complex process. In successful e-government
projects appropriately designed technology infrastructure plays a pivotal rule. The technology
appropriation process requires that e-government technologies should be in line with the work
practices of end users so that successful usage of these technologies can be realized.
E-governmental systems which fail to take into account such human factors result in failure and
wasting huge amounts of public money as well as a loss of confidence of the public in such
technological infrastructures. It is highly important that citizens are enabled to have access
to the appropriate information technology have knowledge and skills to use the available
technology and have the positive commitment to affect the governments¿ strategies. So
enabling citizens to effectively participate is much more difficult. This book addresses these
inherent challenges and available opportunities with respect to user-centric e-government.
