Panel Paper: Developing Citizen-Oriented E-Government Service: A Case of Bilingual Web Services By California Cities and Counties

Saturday, November 9, 2013 : 4:10 PM
Thomas Salon (Washington Marriott)

*Names in bold indicate Presenter

Anna Ya Ni, California State University, San Bernardino and Shan-ju Ho, California State University, San Bernardino
The goal of e-government is to provide information and services accessible and usable to citizens, yet current e-service development often lacks citizen involvement and neglects citizen’s needs. E-service provision is more likely driven by available resources and decided by suppliers, such as government officials and contracted web-developers. This research attempts to explore the hypothesis that current e-service provision is more likely to be driven by suppliers than users with the bilingual e-services provided by California cities and counties. Our findings are expected to provide practical lessons for public practitioners to improve e-service delivery.

Full Paper: