E-Government in Pakistan

e-Government is a key instrument for modernization and reform as governments face the
continuing pressure of increasing their performance and adapting to the pressure of the new
information society. (Morven McLean and Tawfik Jelassi, 2003)
The ability to improve citizens’ access to services has made e-Government an attractive
investment for government organisations, fuelling worldwide implementation of such
applications (Al-Kibsi et al., 2001, Sia and Neo, 1997, Chan and Pan, 2003)
Electronic government, or e-Government, is enabling government organisations to provide better
services to their constituents. Transactions such as filing taxes online, applying for jobs,
renewing driver’s licenses, and ordering recreational and occupational licenses can now be
conducted online, quickly and efficiently (West, 2002).

Figure 1
Survey Response......................................................................................................35
Figure 2
Different age-group participation...........................................................................36
Figure 3
Grouped e-Services..................................................................................................41
Figure 4
Educational e-Services.............................................................................................42
Figure 5
Utility Bills e-Services..............................................................................................42
List of Tables
Table 1
Journal of Global Information Management..........................................................15
Table 2
Relationship between data collection method and research category.....................27
Table 3
Survey Summary.......................................................................................................37
Table 4
Distinct e-Services ...................................................................................................40
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Table of Contents
1. Introduction................................................................................................................................ 1
1.1 e- Government Background....................................................................................................... 3
1.2 Problem Discussion ................................................................................................................... 4
1.3 Purpose....................................................................................................................................... 7
1.4 Research Question ..................................................................................................................... 7
1.5 Delimitations.............................................................................................................................. 8
1.6 The Data and the treatment of Data........................................................................................... 8
1.7 Researcher’s Qualification......................................................................................................... 8
1.8 Purposed Study Outline ............................................................................................................. 9
2 Literature Review..................................................................................................................... 10
2.1 Terminology............................................................................................................................. 10
2.2 Government-Citizen Relationship ........................................................................................... 12
2.3 Flexibility with respect to culture............................................................................................ 12
2.4 e-Citizen Expectation............................................................................................................... 12
2.5 e-Govt. differences between developed and developing countries.......................................... 14
2.6 e-Government Components..................................................................................................... 15
2.7 e-Services................................................................................................................................ 16
2.8 UN Recommendation for e-Government................................................................................. 17
2.9 What do citizens say they want?............................................................................................. 17
2.10 Challenges to e-Government.................................................................................................... 19
2.11 Government to Citizen Interaction........................................................................................... 21
2.12 Summary.................................................................................................................................. 22
3 Methodology............................................................................................................................ 23
3.1 Research Purpose..................................................................................................................... 23
3.2 Research Approach.................................................................................................................. 24
3.3 Research Strategy..................................................................................................................... 25
3.4 Sample Selection...................................................................................................................... 25
3.5 Data Collection ........................................................................................................................ 26
3.6 Data Analysis........................................................................................................................... 27
3.7 Validity and Reliability............................................................................................................ 28
4 Empirical Data Collection........................................................................................................ 30
4.1 Focused Region........................................................................................................................ 30
4.2 The Case of Pakistan................................................................................................................ 31
4.3 Government citizen relationship.............................................................................................. 31
4.4 Questionnaire Formulation ...................................................................................................... 32
4.5 The Questionnaire.................................................................................................................... 33
4.6 Survey Result........................................................................................................................... 34
4.7 Participation by different Age-Groups..................................................................................... 36
4.8 Summary of Survey Findings .................................................................................................. 37
5 Data Analysis........................................................................................................................... 38
5.1 Barrier...................................................................................................................................... 38
5.2 Citizens choices in developed country and Pakistan e-Govt................................................... 39
5.3 Vindication............................................................................................................................... 40
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6 Conclusion ............................................................................................................................... 43
6.1 Recommendations for e-Government...................................................................................... 44
7 Future Research ....................................................................................................................... 45
References........................................................................................................................................ 46
Appendix 1 e-Government Services in Pakistan - Questionnaire...................................................I
Appendix 2 Different e-Services required by Pakistani Citizens ................................................. V