Skip to main content
About HEC About HEC
Summer School Summer School
Faculty & Research Faculty & Research
Master’s programs Master’s programs
Bachelor Programs Bachelor Programs
MBA Programs MBA Programs
PhD Program PhD Program
Executive Education Executive Education
HEC Online HEC Online
About HEC
Overview Overview
Who
We Are
Who
We Are
Egalité des chances Egalité des chances
HEC Talents HEC Talents
International International
Sustainability Sustainability
Diversity
& Inclusion
Diversity
& Inclusion
The HEC
Foundation
The HEC
Foundation
Campus life Campus life
Activity Reports Activity Reports
Summer School
Youth Programs Youth Programs
Summer programs Summer programs
Online Programs Online Programs
Faculty & Research
Overview Overview
Faculty Directory Faculty Directory
Departments Departments
Centers Centers
Chairs Chairs
Grants Grants
Knowledge@HEC Knowledge@HEC
Master’s programs
Master in
Management
Master in
Management
Master's
Programs
Master's
Programs
Double Degree
Programs
Double Degree
Programs
Bachelor
Programs
Bachelor
Programs
Summer
Programs
Summer
Programs
Exchange
students
Exchange
students
Student
Life
Student
Life
Our
Difference
Our
Difference
Bachelor Programs
Overview Overview
Course content Course content
Admissions Admissions
Fees and Financing Fees and Financing
MBA Programs
MBA MBA
Executive MBA Executive MBA
TRIUM EMBA TRIUM EMBA
PhD Program
Overview Overview
HEC Difference HEC Difference
Program details Program details
Research areas Research areas
HEC Community HEC Community
Placement Placement
Job Market Job Market
Admissions Admissions
Financing Financing
FAQ FAQ
Executive Education
Home Home
About us About us
Management topics Management topics
Open Programs Open Programs
Custom Programs Custom Programs
Events/News Events/News
Contacts Contacts
HEC Online
Overview Overview
Executive programs Executive programs
MOOCs MOOCs
Summer Programs Summer Programs
Youth programs Youth programs
Article

Government vs. Technology: Trustworthiness and E-Government

Information Technology
Published on:

While the issue of trust has often been consider­ed with regard to online commerce, Shirish Srivastava points out that it has rarely been studied in the context of e-government1. Yet the government context is highly significant, because people (and businesses) have no alternative but to deal with governments; they cannot simply take their business to a competitor! What does trust in e-government depend on? How do observ­ations about e-government translate to e-business? Srivastava and his research partners hypothesiz­ed that trust in both government and technology are critical to e-government success. But they discovered that the former is the most important factor.

e-Government touch on a keyboard

Key Ideas

• Trust in e-government depends more on trust in the government, than on trust in technology. Similarly, trust in e-business depends more on trust in the vendor than in its website technology.

• Website information quality is the most critical factor for fostering trust in and continued use of an e-system.

• E-government offers many business advantages, including transparency, and quick and easy means to fulfill administrative obligations.


E-System use: a matter of trust

Srivastava says the biggest surprise of the study was to find that trust in technology is not as important to e-government users as trust in the government. 57% of information-seeking (“passive” e-government users) study participants reported that their trust in the government’s e-system stemmed directly from their trust in their government. Furthermore, while trust in technology was important to the 43% of “active” users (those with greater stakes and involvement in e-government transactions—e.g. online tax declarations, payments, etc.), it did not outrank their fundamental need to first trust the government (2). High trust in the national government is a main reason Singapore has successfully built up a strong e-government system. This suggests that companies not worry about constantly upgrading their technological systems, but rather focus on creat­ing trusting relationships with their customers.

In Singapore, there is a government-run feedback unit where any citizen (person or organization) can voice opinions or make suggestions about national policies. The effectiveness of the system was demonstrated when the issue of casino legal­ization was presented to the public. Citizens were able to voice their opinions on the government website for a full year. As a result, they felt they had been heard, and their leaders were able to make a more informed decision. Microsoft makes use of a similar system, a “user’s forum” where people can report bugs and offer solutions. Both user and company benefit from this problem-solving system that reinforces customer/vendor trust and loyalty. 

Information Quality: the Cornerstone of E-Government Use Srivastava and his colleagues examined the relative significance of information, service, and system quality on and the continued use of e-government systems. While service quality is important for “active user” satisfaction, the most critical factor for continued use of an e-system by both active and passive users is the quality of the information provided on the site. “Informational inconsistencies or errors are tantamount to broken promises; they are extremely harmful,” says Srivastava. Because the goal of any e-system is continued use, Srivastava advises both governments and companies to display information well, update it as often as necessary, and ensure its timeliness and relevance. “Some companies pay a lot of attention to technology and neglect backend processes. But customers are becoming increasingly sensitive to CSR, for instance; they are increasingly more interested in a brand’s trustworthiness than in its technological savvy.” 

E-Government and Business

“Government is very important for business,” says Srivastava. “If government systems are efficient, businesses have much to gain.” For example, in Singapore, setting up a company offline means dealing with approximately 20 different government agencies, an obviously time-consuming endeavor. In contrast, it takes just 15 minutes to complete the same formalities online. Such ease and efficiency explain why many international corporations have their head offices in Singapore; it also gives companies a good reason to get involv­ed in the issue. Srivastava adds that governments are also business customers. In times of economic crisis, they increase spending to boost local and/or national economies, presenting obviously valuable business opportunities. But in Singapore, for instance, companies must get on the IT wagon to win government contracts. Most government units interact with their vendors solely online, whether collect­ing bids or placing orders. Srivastava comments, “e-government has been underrated, but it can remove a lot of business hurdles. Companies are starting to realize this and ask for it.”

1. In research, e-government refers to use of IT for interaction with citizens, including businesses.

2. Srivastava says numbers of active users of e-systems are increas­ing, so even though information quality is the most important factor for building trust, organizations mustn’t neglect to build trust for their technologies as well.

Methodology

Focus - Methodologie
The researchers developed  a game-theoretical model of bidders' behavior in auctions for long-lived items. They test their  theory using a dataset of 1.1 million auction sales at leading auction houses such as Christie's and Sotheby's in the United States and the United Kingdom between 1976 and 2015.

Applications

Focus - Application pour les marques
An economic shock – such as the opening of a market – can be enough to bring about permanent changes in personal values, cultures and preferences in a way that is not easily reversible. This is not to claim that the economy is responsible for everything, as other geopolitical factors also contribute to cultural transformation. But there is a dynamic between economics, values and culture that tends to accelerate globalization. This is an outcome that will be of interest not only to economists but also to experts in other fields, such as marketing, psychology, sociology and anthropology.
Based on an interview with Shirish Srivastava on his article, “Trust an Electronic Government Success: An Empirical Study” co-author­ed with Thompson S.H. Teo and Li Jiang, Journal of Management Information Systems, winter 2008-9, and the associated article, “Citizen Trust Development for E-Government Adoption and Usage: Insights from Young Adults in Singapore” co-authored with Thompson S.H. Teo, Communications of the Association for Information Systems, 2009. Update: new research by Shirish Srivastava with Thompson S.H Teo, published on CAIS in October 2021, "Information System Quality Judgment for Continued E-Government Use: Theorizing the Role of Positive and Negative Affect", models the ways negative and positive affects drive perceptions of the quality of the Information Systems, especially the e-government websites, and hence the way one uses them.

Related content on Information Technology

man chating with a chatbot on his cell phone - thumbnail
Information Systems

How Should We Design the Next Generation of AI-Powered Chatbots?

By Shirish Srivastava

Information Technology

Using Innovations on Social Media for More Engagement? Be Aware of The Cultural Differences

By Reza Alibakhshi, Shirish Srivastava

surgeon diagnosis with AI - vignette

Photo Credits: Have a nice day on Adobe Stock

Information Systems

To What Extent Do People Follow Algorithms’ Advice More Than Human Advice?

By Liu Cathy Yang, Xitong Li, Sangseok You

Photo Credit: NaMaKuKi on Adobe Stock

Data Science

How Do Algorithmic Recommendations Lead Consumers to Make Online Purchases?

By Xitong Li

pharma - vignette
Operations Management

Manufacturing Innovation Drives Pharma Sales

By Dimitrios Andritsos

mobile connectivity - mirko vitali - adobe
Information Systems

How Governments Can Take Actions Against Fake News Propensity

By Shirish Srivastava