Most of the time, administrative and audit bureaucracies and some others resist offering new egovernment services because it will pull them out of their comfort zone. They don't feel as comfortable as they are with their old traditional tools. What would be the best approach to counter this resistance and make them welcoming to these changes. Eventually the change will bring quality of the service and the experience of the clients. What do you think? Any suggestions?
E governance services provide transparency,rapidness and are easily approachable to the public. The resistance comes From the person who are exempted from that particular work or job because the system they developed is easy to gain the benefits in kind or cash. The second reason may be the technical know how which may be difficult to learn. To solve the problem the suggestion is to provide training of the technology to the concerning staff first ,than commence the new e services.
Digital divide is one of the most risky factors that prevent people from joining the evolution of e-government. The training of the citizens regarding the right access to Information Communication Technologies will change the mode of thought and improve their business efficiency. I suggest that the encouragement of the citizen's voluntary participation in mobile phone orientated projects will generate interest in the new technologies and the m-government methods. The popularity of mobile phones even among older citizens is going to create a virgin area for the implementation of m-government.
Dear Samir, I leaded the implementation of e-government services for fourteen municipalities in Évora County (South of Portugal) from 2004 to 2007 (www.evoradistritodigital.pt; www.caminhosdeevora.pt) and my experience tells me that the most important is to engage them personally in this changing process, is to listen to their needs and fears and to have them to be a part of this changing process. This aggregated with education/formation for the change is what I think the most important to counter this resistance to change.
From what I experienced in the European context so far, I see best chances if you involve the possibly effected stakeholders - including the public - very early in the process. It is pretty much all about community building and engagement. All have to get attracted and motivated by seeing the benefits from themselves and ideally even getting the chance to contribute to the exact shape of the eGovernment service that is to be set up. On the one hand, the involved governmental bodies - which usually are short of resources - have to see how the new developments fir into their daily work, i.e. that they will save recourse in the end. On the other hand, the intended users have to realize the value of the service, ideally they are directly asked about the expected functionality and contribute to the look and feel etc.
The above fits very well to the concept of open innovation, and an approach called living laboratories (living labs) promises to work well. Here, new services are basically created in a real-life environment, i.e. with a representative subset of all stakeholders. Results use to be much closer to reality as for example those of surveys. This area is still an active research topic, but - especially over the last year and in connection to open data strategies - this is taking steps ahead.
Information transparency change a lot the way we deal with government. Be open and give the information to people will let them to know what is going on in the government, so the government should be open, educate people about change, where there is need to train about new initiative train them and let them be part of change process. I this this is the most important way of dealing with resistance change
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