A Study of Citizen-centred E-government Service System An Agent-Based Approach
Shuang Chang · Institutional Repositories DataBase (IRDB) · 2014
E-government is a rapidly emerging research field in recent decades.Benefits of deploying E-government service are obvious in the sense that more flexible services are provided to satisfy citizens' divergent needs and the service quality is improved through integrated services.However the adoption rate of E-government is still relatively low, especially for transactional services.Extant works on E-government have examined this phenomenon from various perspectives by using both qualitative and quantitative research methods.However, there is a lack of empirical study that could investigate this phenomenon from a service system perspective by identifying and integrating the involved stakeholders and their relations as a holistic system.In this thesis, we propose to apply a "bottom-up" approach, agent-based simulation, to investigate the citizen-centred E-government service system from such a perspective.We've built a conceptual model to identify the characteristics of heterogeneous stakeholders, their adaptive behaviours, and the interaction mechanisms among them.By implementing an agent-based model based on the conceptual model, we are enabled to examine citizens' divergent E-government adoption behaviours in different scenarios, to evaluate the cost-effectiveness of supporting strategies and to optimize resource allocation in terms of user support among different social groups.On citizen side, we've applied agent-based modelling to investigate how citizens from different social groups choose channels to utilize certain kind of governmental services over time.In addition, we have investigated the influence of the adaptive learning within communities that are composed of citizens with different preferences on E-government adop-