Citizen trust development for e-Government adoption: Case of Singapore

Abstract

Though nations across the world are realizing the importance of e-Government, its successful adoption and acceptance by citizens still remains an elusive phenomenon. Citizen trust on e-Government, which appears to be a major contributor for e-Government adoption and acceptance, has not been fully explored by researchers and governments. In this study, we use the theoretical lens of 'citizen trust' to understand the ways in which it can be engendered to promote e-Government success. Based on a theoretical synthesis, we identify two dimensions of citizen's trust on e-Government: trust on government's ability, motivation and commitment for e-Government and trust on the enabling technologies. Using the case study of e-Government implementation in Singapore, we examine the process by which Singapore government is promoting and maintaining trust for e-Government among its citizens. A careful analysis reveals that Singapore is systematically addressing both the dimensions of citizen trust, which offer a set of lessons learned for other nations to emulate. 'Citizen trust on the government' is being engendered in Singapore by putting institutional trust building measures in place, taking feedback from citizens and having top leadership commitment and support for e-Government. 'Citizen trust on the technology' is being engendered in Singapore by proactive provision of relevant knowledge and skills and providing a comprehensive and effective legal system. These trust building measures, leading to successful e-Government adoption and acceptance, serve as a guide that can be used by nations across the world to facilitate successful e-Government implementation.