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Big Island, HI, USA
Jan. 6, 2005 to Jan. 6, 2005
ISBN: 0-7695-2268-8
pp: 126c
Chee-Wee Tan , University of British Columbia
Shan-Ling Pan , University of Singapore
Eric T. K. Lim , University of Singapore
E-governments are becoming part and parcel of the virtual economic landscape and are plagued by the same lack of consumer trust that inhibits e-commerce transactions. To make matters worse, the political exclusivity and apathetic bureaucracy of public institutions have amplified the level of difficulty in trying to convince the citizenries to come onboard e-government initiatives. In a preliminary attempt to derive possible developmental implications for the restoring of public trust in e-governments, this study explores the success story of the Singapore's Electronic Tax-Filing (e-Filing) system to reveal how trust-building mechanisms have been incorporated into its techno-structure to attract a phenomenal rate of public user acceptance. Specifically, the case examines the means by which process-based, characteristic-based and institution-based trust have been restored in the e-Filing system. This paper concludes by suggesting that the restoration of public trust can only be achieved through a blend of socio-political strategies and Information Technology.
Chee-Wee Tan, Shan-Ling Pan, Eric T. K. Lim, "Towards the Restoration of Public Trust in Electronic Governments: A Case Study of the E-Filing System in Singapore", HICSS, 2005, Proceedings of the 38th Annual Hawaii International Conference on System Sciences, Proceedings of the 38th Annual Hawaii International Conference on System Sciences 2005, pp. 126c, doi:10.1109/HICSS.2005.638
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