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Title: Advancing public trust relationships in electronic government: The Singapore E-Filing journey
Authors: Lim, E.T.K.
Tan, C.-W.
Cyr, D.
Pan, S.L. 
Xiao, B.
Keywords: Calculative-based trust
Capability-based trust
Intentionality-based trust
Prediction-based trust
Public trust
Transference-based trust
Issue Date: 2012
Citation: Lim, E.T.K., Tan, C.-W., Cyr, D., Pan, S.L., Xiao, B. (2012). Advancing public trust relationships in electronic government: The Singapore E-Filing journey. Information Systems Research 23 (4) : 1110-1130. ScholarBank@NUS Repository.
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 citizengovernment relationships. Specifically, the analytical framework identifies trust-building strategies (calculativebased, 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. © 2012 INFORMS.
Source Title: Information Systems Research
ISSN: 10477047
DOI: 10.1287/isre.1110.0386
Appears in Collections:Staff Publications

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