Modelo de gestión de factores asociados al rol de los servidores públicos, que influencian en la adopción ciudadana de servicios de e-government

Abstract

E-government is an innovation in the public sector that many governments around the world have implemented in order to provide better services, increase effectiveness and efficiency, improve the relations with their citizens, and increase trust and transparency in public management. The success of these types of initiatives depends to a large extent on citizen adoption (Carter & FraBelanger, 2005, p. 57). However, citizen adoption of e-government services is low in Latin American countries, and in Colombia, despite the fact that the percentages are relatively higher compared to other countries in the region, the adoption is still considered low, especially in less developed regions (OCDE, 2018, p. 3). The purpose of this work is to focus on one of the key actors in the success of e-government projects that has been underinvestigated, such as public servants. Therefore, a model is proposed to manage the factors associated with the public servants’ role, which influence in e-government services citizen adoption. This research has a qualitative approach, in which six semi-structured interviews were carried out with experts from an e-government project in Medellín, Colombia; in order to validate the proposed model and obtain inputs for the definition of strategies and actions that they recommended to be carried out to improve the adoption of e-government services and therefore the provision of services to citizens.