ความต้องการรัฐบาลอิเล็กทรอนิกส์แบบเน้นพลเมืองเป็นศูนย์กลาง (The Requirements for e-Government based on Citizen-Centric Approach)

Abstract

Abstract
This article aims to examine the requirements for e-Government based on
citizen-centric approach and viewpoints on problems and obstacles in the use of
e-government. Only quantitative research findings are presented in this article. Data
informants comprised: 1) 75 persons who were responsible for the e-government
project selected through the purposive method. The instrument used for data
collection from this group was the questionnaire on e-government service. 2) 1,400
citizens who had experience in the use of e-government were selected by the
quota method based on citizen age range. Data from the citizens was collected by
e-survey. The data were then analyzed using descriptive statistics including
percentages, means ( ), and standard deviations (S.D.)
The findings concerning the requirements for e-government based on
citizen-centric approach present the following significances: citizens’ objectives
behind the use of e-government service, e-government information necessary for
use of service, characteristics of e-government services, disclosure of e-government
information to public in order to show its transparency, channels for citizens to take
part in e-government, focus on citizens who are the main clients, enhancement of
perception and acceptance of e-government services, increase of service
efficiency, quality of e-government information, and quality of e-government website
and services.
The problems and obstacles in the use of e-government services include
the following important and urgent issues: 1) Citizens lack knowledge and
understanding of e-government operation. 2) Citizens are not confident in the
accuracy of the working process of e-government, in safety precautions and
privacy of individuals’ information including safety in e-payment. 3) The system is
complicated in terms of services; there is difficulty in searching and use. Additionally,
the system does not provide instructions for citizens or instructions are not sufficient.
4) The government discloses inadequate information. 5) Citizens encounter
technical problems and are not able to use technology.