Electronic Governance for Context-Specific Public Service Delivery: a Survey of the Literature
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paper_title: Digital government evolution: From transformation to contextualization

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Abstract The Digital Government landscape is continuously changing to reflect how governments are trying to find innovative digital solutions to social, economic, political and other pressures, and how they transform themselves in the process. Understanding and predicting such changes is important for policymakers, government executives, researchers and all those who prepare, make, implement or evaluate Digital Government decisions. This article argues that the concept of Digital Government evolves toward more complexity and greater contextualization and specialization, similar to evolution-like processes that lead to changes in cultures and societies. To this end, the article presents a four-stage Digital Government Evolution Model comprising Digitization (Technology in Government), Transformation (Electronic Government), Engagement (Electronic Governance) and Contextualization (Policy-Driven Electronic Governance) stages; provides some evidence in support of this model drawing upon the study of the Digital Government literature published in Government Information Quarterly between 1992 and 2014; and presents a Digital Government Stage Analysis Framework to explain the evolution. As the article consolidates a representative body of the Digital Government literature, it could be also used for defining and integrating future research in the area.
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paper_title: Digital government evolution: From transformation to contextualization

paper_content:

Abstract The Digital Government landscape is continuously changing to reflect how governments are trying to find innovative digital solutions to social, economic, political and other pressures, and how they transform themselves in the process. Understanding and predicting such changes is important for policymakers, government executives, researchers and all those who prepare, make, implement or evaluate Digital Government decisions. This article argues that the concept of Digital Government evolves toward more complexity and greater contextualization and specialization, similar to evolution-like processes that lead to changes in cultures and societies. To this end, the article presents a four-stage Digital Government Evolution Model comprising Digitization (Technology in Government), Transformation (Electronic Government), Engagement (Electronic Governance) and Contextualization (Policy-Driven Electronic Governance) stages; provides some evidence in support of this model drawing upon the study of the Digital Government literature published in Government Information Quarterly between 1992 and 2014; and presents a Digital Government Stage Analysis Framework to explain the evolution. As the article consolidates a representative body of the Digital Government literature, it could be also used for defining and integrating future research in the area.
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paper_title: E-Participation, Transparency, and Trust in Local Government

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This article examines the relationship between electronic participation (e-participation) and trust in local government by focusing on five dimensions of the e-participationprocess: (1) satisfaction with e-participation applications, (2) satisfaction with government responsiveness to e-participants, (3) e-participants’ development through the participation, (4) perceived influence on decision making, and (5) assessment of government transparency. Using data from the 2009 E-Participation Survey in Seoul Metropolitan Government, this article finds that e-participants’ satisfaction with e-participation applications is directly associated with their development and their assessment of government transparency. The findings reveal that e-participants’ satisfaction with government responsiveness is positively associated with their perceptions of influencing government decision making. Furthermore, there is a positive association between e-participants’ perception of influencing government decision making and their assessment of government transparency. Finally, the article finds that there is a positive association between e-participants’ assessment of government transparency and their trust in the local government providing the e-participation program.
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paper_title: Building citizen trust through e-government

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The trust of citizens in their governments has gradually eroded. One response by several North American governments has been to introduce e-government, or Web-mediated citizen-to-government interaction. This paper tests the extent to which online initiatives have succeeded in increasing trust and external political efficacy in voters. An Internet-based survey of 182 Canadian voters shows that using the Internet to transact with government has a significantly positive impact on trust and external political efficacy. Interestingly, though the quality of the interaction is important, it is secondary to internal political efficacy in determining trust levels, and not significant in determining levels of external political efficacy (or perceived government responsiveness). For policy-makers, this suggests e-government efforts might be better-aimed at citizens with high pre-extant levels of trust, rather than in developing better Web sites. For researchers, this paper introduces political efficacy as an important determinant of trust as it pertains to e-government.
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paper_title: Linking Citizen Satisfaction with E-Government and Trust in Government

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This article asks how Internet use, citizen satisfaction with e-government, and citizen trust in government are interrelated. We first review the literature on trust and explore how radical information technologies may work to alter the production or maintenance of trust. We then develop hypotheses about how citizens’ experience with e-government, satisfaction with e-government and government Web sites, and trust in government are interrelated. Moreover, the model for e-government and Web site satisfaction incorporates citizen perspectives on electronic transaction, transparency, and interactivity. Using data obtained from the Council on Excellence in Government, we then develop and test a twostage multiple-equation model that simultaneously predicts experience, satisfaction, and trust. Findings indicate that government Web site use is positively associated with e-government satisfaction and Web site satisfaction and that e-government satisfaction is positively associated with trust in government. We also find that while citizens are generally satisfied with the electronic provision of information (transparency), there is some dissatisfaction with the transaction and interactivity of Web sites. We conclude that electronic government strategies—transaction, transparency, and interactivity—are important factors that directly affect e-government satisfaction and indirectly affect trust. Individuals who use government Web sites are not only critical consumers but also demanding citizens.
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paper_title: Linking transparency, knowledge and citizen trust in government: An experiment

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Declining citizen trust in government is an important driver for NPM-style reforms. Increasing people’s knowledge by providing factual knowledge about government performance outcomes is seen as an important way of increasing citizen trust in government. Does this promise hold or is knowledge about performance outcomes not that important? Two rivalling hypotheses are being investigated. One proposition postulates a link between knowledge and trust, whereas the alternative hypothesis borrows from social-psychological research arguing that subconscious and affective cues are more important. In order to investigate this question, this article presents the results of an experiment (N = 658) investigating the effect of performance outcome transparency on citizen trust in a specific government organization. Four groups visited different websites with varying degrees of transparency and performance outcome. The results demonstrate that the link between transparency and trust in a government organization is determ...
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paper_title: Indignation or Resignation: The Implications of Transparency for Societal Accountability

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International organizations, policy experts, and nongovernmental organizations promote greater governmental transparency as a crucial reform to enhance accountability and curb corruption. Transparency is predicted to deter corruption in part by expanding the possibilities for public or societal accountability, that is, for citizens and citizens associations to monitor, scrutinize, and act to hold public office holders to account. Although the societal accountability mechanism linking transparency and good government is often implied, it builds on a number of assumptions seldom examined empirically. This article unpacks the assumptions of principal-agent theories of accountability and suggests that the logic of collective action can be used to understand why exposure of egregious and endemic corruption may instead demobilize the demos (i.e., resignation) rather than enhance accountability (i.e., indignation). We explore these theoretical contentions and examine how transparency affects three indicators of indignations versus resignation—institutional trust, political involvement, and political interest—given different levels of corruption. The empirical analyses confirm that an increase in transparency in highly corrupt countries tends to breed resignation rather than indignation.
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paper_title: The Effect of Transparency on Trust in Government: A Cross-National Comparative Experiment

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Transparency is considered a key value for trustworthy governments. However, the effect of transparency on citizens’ trust across national cultures is overlooked in current research. This article compares the effect of transparency on trust in government in the Netherlands and South Korea. The effect is investigated in two similar series of three experiments. The authors hypothesize that the effect of transparency differs because the countries have different cultural values regarding power distance and short- and long-term orientation. Results reveal similar patterns in both countries: transparency has a subdued and sometimes negative effect on trust in government. However, the negative effect in South Korea is much stronger. The difference in the magnitude of transparency's effect suggests that national cultural values play a significant role in how people perceive and appreciate government transparency.
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paper_title: Critical factors for evaluating the public value of e-government in Sri Lanka

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This paper aims to identify the critical factors for evaluating the public value of e-government in Sri Lanka from the perspective of the delivery of public services and the efficiency of public organizations. To fulfill these aims of the study, a conceptual framework is developed based on a comprehensive review of the related literature by considering the delivery of public services and the efficiency of public organizations. With the collected survey data from Sri Lanka, the conceptual framework is empirically tested and validated by performing a confirmatory factor analysis using structural equation modeling. The study shows that the delivery of quality information and services, user-orientation of information and services, efficiency and responsiveness of public organizations, and contributions of public organizations to the environmental sustainability are the critical factors for evaluating the public value of e-government in Sri Lanka. As the first study in examining the critical factors for evaluating the public value of e-government in Sri Lanka, the findings of the study would be of practical significance to the continuous development of e-government in Sri Lanka and other countries in the world.
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paper_title: Authoritarianism Online: What Can We Learn from Internet Data in Nondemocracies?

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What kind of Internet data is generated in authoritarian political environments? And how can political scientists use that data to better understand the dynamics of nondemocratic regimes?
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paper_title: e-Government readiness: Does national culture matter?

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Abstract e-Government readiness varies significantly across nations. This research explored the relationship of national culture values and practice to e-Government readiness. Eighteen hypotheses were formulated and tested. With the exception of performance orientation and assertiveness, national culture values and practices correlated negatively and positively with e-Government readiness. In addition, gender egalitarianism, institutional collectivism, performance orientation, and uncertainty avoidance values were found to be key determinants of e-Government readiness. The findings of this research provide a foundation for culturally-based policies and strategies aiming at enhancing e-Government readiness across nations.
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paper_title: Political determinants of e-government performance revisited: Comparing democracies and autocracies

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Abstract While the literature analyzing the cross-national determinants of e-government performance reports robust results for structural variables, the level of agreement regarding political factors remains low. Deriving theories from comparative political science, this article hypothesizes how regime type and government capacity determine the global variation in e-government. Methodologically, the paper adds several points to improve accuracy in statistical analyses using the United Nations E-Government Development Index, which have often been afflicted by improper model specifications. Empirically, all seven editions of the index are tested under a common framework in cross-sectional regression analyses, revealing several interdependent trends. While the innovation-friendly environment of democracies was the primary political source of e-government development, autocracies are catching up in order to enhance pro-regime activism on the internet and legitimize their rule by improving economic performance. Government capacity also grows in importance, as e-government programs have become more technologically sophisticated.
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paper_title: Enhancing the case for Electronic Government in developing nations: A people-centric study focused in Saudi Arabia

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Abstract The pace of implementing Electronic Government (E-Gov) is rapidly increasing. However, despite high levels of investment, a broad range of applications, and various methods of access relatively low levels of various methods of access, relatively low levels of usage (and even familiarity with e-gov) are still common. For example, in Canada, long recognized as a leader in implementing e-gov, less than 27% of Canadians used E-Gov during the past 12 months and 81% of c non-users report a low level of familiarity with either federal or provincial governmental services available through e-gov ( Canada, 2004 ). Or, consider the showcase e-gov Gyandoot project in the Dhar district in central India, whose population is estimated at 1.7 million. Even after implementing e-gov in a showcase project for the rural poor, a study by the Center for Electronic Governance, Indian Institute of Management, Ahmedabad concluded that this model of “government to citizen” service delivery has serious sustenance problems ( World Bank, 2004 ). The research reported in this paper takes a step back and focuses on the acceptability of e-gov by individuals. It is a people-centric approach to determine the overall acceptability of e-gov to people in a developing country, Saudi Arabia. Although this research may be generalizable to other situations, the primary intention of this project is to shed light on how to approach and manage implementation projects in developing nations.
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paper_title: Carrots and sticks: internet governance in non-democratic regimes

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The utilization of ICTs by non-democratic regimes remains one of the most widely debated issues within the e-democracy field and has gained further importance as global e-participation rankings hav ...
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paper_title: The egovernment services delivery of the Italian municipalities

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This paper focuses on factors associated with the development of egovernment services by local public administrations (PAs) in Italy. Using data from 1,176 municipalities in 2005, we show that the combination of internal competencies and context-specific factors is different when explaining decisions to start e-government activities vs. the intensity of such activities. Local PAs involved in e-government are larger, carry out more in-house ICT activities and are more likely to have intra-net infrastructures than PAs offering no digitized services. They are also located in regions having large shares of firms using or producing ICTs, where many other municipalities offer digitized services, and where population density is low. The range and quality of e-gov services increase with their stock of ICT competencies, their efforts to train workers, and their ability to organise interfaces with end-users. Moreover, the range and quality of services is correlated with the broadband infrastructure development of regions.
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paper_title: Proposed ICT-enabled services model for local authorities in Kenya

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Although Kenyan local authorities can benefit from ICTs in improving efficiency and effectiveness of their management and operations, this is not currently happening. The development of e-services in local authorities should be scaled from being merely informational or interactive to being truly transactional and eventually to being fully collaborative at the highest level of maturity. This may be achieved despite the numerous challenges facing local governments in developing countries such as financial, human resource and technical challenges. This paper proposes an Online Transaction Service System (OTSS), a model for improving effective and efficient public service delivery in local governments in Kenya.
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paper_title: The new data-driven enterprise architecture for e-healthcare: Lessons from the Indian public sector

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Abstract Healthcare delivery is a complex issue and better planning of resources is important. The Indian Government suggested the requirement of developing a healthcare framework for providing easily accessible, affordable healthcare and universal health coverage to all citizens in India. The Health Management Information System (HMIS) at Tamil Nadu was conceptualized in response to this requirement as a case of architectural correction from the manual to a unified healthcare system covering more than 74 million people and 2000 plus healthcare institutions in the state. The system consolidates state-level data in real time, links all health institutions, and makes it possible to track individual health indices. This data is used for planning healthcare, managing drug inventory, and planning health initiatives at the state level. We study the modified enterprise architecture (EA) of Tamil Nadu Health Management Information Systems (TNHMIS) and its comparison to existing EA approaches and operating models. We also discuss the high-level core diagram, the key elements of business processes, IT infrastructure, shared data and customer interfaces and how they are linked. We suggest an EA based approach to managing healthcare.
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paper_title: Mobile government: A challenge for agriculture

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Abstract Mobile government (or mGovernment) is a subset of electronic government comprising an alternative provisioning channel of governmental information and services. Governments are increasingly making efforts to provide more access to information and services for citizens, businesses, and civil servants through wireless devices. One of the future challenges for the implementation of mGovernment is the creation of effective business cases (e.g. tourism, health, agriculture). Within this context, the scope of this paper is to study the deployment of mGovernment services in the agricultural sector, taking into account its peculiarities, priorities, and needs. The objective of this paper is twofold: first, to present a framework for identifying appropriate and cost-effective mGovernment services for the agricultural sector and, second, to illustrate the application of the proposed framework, describing a case study for a particular agribusiness sector.
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paper_title: Social media in public health care: Impact domain propositions

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Abstract This paper investigates the impacts of social media use in Danish public health care with respect to capabilities, interactions, orientations, and value distribution. Taking an exploratory approach, the paper draws on an array of quantitative and qualitative data, and puts forward four propositions: social media transform the access to health-related information for patients and general practitioners, the uptake of social media can be a cost driver rather than a cost saver, social media provide empowerment to patients, and the uptake of social media is hindered by legal and privacy concerns.
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paper_title: Electronic governance for sustainable development: how EGOV solutions contribute to SD goals?

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The application of Electronic Governance (EGOV) -- how to apply Information and Communication Technology (ICT) to transform the working of government and its interaction with the public, to Sustainable Development (SD) -- how to balance socio-economic development while protecting natural resources for future generations, is referred to as Electronic Governance for Sustainable Development (EGOV4SD). Although significant efforts have been dedicated to EGOV and SD individually, research at the intersection of these domains is scarce and a systematic EGOV4SD research framework is yet to emerge. In order to contribute to the development of such a framework and in particular to identify how EGOV initiatives contribute to SD goals in the current government practice, this paper analyzes ten case studies of existing EGOV initiatives with explicit SD objectives. The analysis showed that EGOV4SD initiatives contribute to a variety of SD goals and the most common SD problems addressed are: empowerment (social), business opportunities (economic), man-made activity (environment) and capacity-building (institutional). In addition, a clear difference emerges between the nature of EGOV4SD initiatives carried out in the developed and developing countries.
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paper_title: E-government and organizational change: Reappraising the role of ICT and bureaucracy in public service delivery

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Abstract There is a substantial literature on e-government that discusses information and communication technology (ICT) as an instrument for reducing the role of bureaucracy in government organizations. The purpose of this paper is to offer a critical discussion of this literature and to provide a complementary argument which favors the use of ICT in the public sector to support the operations of bureaucratic organizations. Based on the findings of a case study – of the Venice Municipality in Italy – the paper discusses how ICT can be used to support rather than eliminate bureaucracy. Using the concepts of e-bureaucracy and functional simplification and closure, the paper proposes evidence and support for the argument that bureaucracy should be preserved and enhanced where e-government policies are concerned. Functional simplification and closure are very valuable concepts for explaining why this should be a viable approach.
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paper_title: e-Government information systems: Evaluation-led design for public value and client trust

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Abstracte-Government systems differ from commercial information systems (IS) in that they frequently encompass strategic goals that go beyond efficiency, effectiveness and economy, and include political and social objectives such as trust in government, social inclusion, community regeneration, community well-being and sustainability. Designing e-Government systems that help to meet these objectives is a significant challenge for the future. This paper develops an evaluative design framework for e-Government projects that complements traditional approaches to IS evaluation. The framework is based upon Moor's concept of public value. It focuses upon citizens' and clients' experiences of service provision and service outcomes as contributors to the formation of public trust. Trust is shown to be related to the extent to which people feel that an e-Government service enhances their sense of being well-informed, gives them greater personal control, and provides them with a sense of influence or contingency. T...
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paper_title: Can the internet reduce corruption? A cross-country study based on dynamic panel data models

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Abstract This study attempts to estimate the effects of internet adoption on reducing corruption by using a panel consisting of 70 countries covering the period from 1998 to 2005. The results of Granger causality tests reveal that, while causality running from internet adoption to corruption reduction can be established, the causality between internet adoption and corruption is bi-directional. To deal with the problem of endogeneity, the dynamic panel data (DPD) models are employed. The estimation results show that the effects of internet adoption on corruption reduction are statistically significant but not too substantial. Our findings suggest that the internet has shown a capacity for reducing corruption, but its potential has yet to be fully realized.
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paper_title: An institutional analysis of an e-government system for anti-corruption: The case of OPEN

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Abstract E-government is increasingly being used to improve transparency in the government sector and to combat corruption. Using institutional theory as an analytical perspective, this study documents and evaluates the development of an anti-corruption system called OPEN (Online Procedures ENhancement for civil application) in the Seoul Metropolitan Government. Incorporating three distinctive (yet interrelated) dimensions of institutionalization (regulatory/coercive, cognitive/mimetic, and normative), and four anti-corruption strategies embedded in the system, this study investigates how an e-government system for anti-corruption in a local government has evolved and become a prototype of a national system to be used for the same purpose. The findings show that in implementing OPEN, a system for anti-corruption, the regulatory dimension was most effective, and (as in many IS implementations) strong leadership was crucial to its success.
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paper_title: Social Amplification of Risk in the Internet Environment

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This article analyzes the dynamic process of risk amplification in the Internet environment with special emphasis on public concern for environmental risks from a highâ€ speed railway tunnel construction project in South Korea. Environmental organizations and activists serving as social stations collected information about the project and its ecological impact, and communicated this with the general public, social groups, and institutions. The Internet provides social stations and the public with an efficient means for interactive communication and an open space for active information sharing and public participation. For example, while the website of an organization such as an environmental activist group can initially trigger local interest, the Internet allows this information to be disseminated to a much wider audience in a manner unavailable to the traditional media. Interaction among social stations demonstrates an amplifying process of public attention to the risk. Analyses of the volume of readersâ€™ comments to online newspaper articles and public opinions posted on message board of public and nonprofit organizations show the ripple effects of the amplification process as measured along temporal, geographical, and sectoral dimensions. Public attention is also influenced by the symbolic connotations of risk information. Interpretations of risk in religious, political, or legal terms intensify public concern for the environmental risk.
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paper_title: Internet, Trust in Government, and Citizen Compliance

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This research investigates how levels of citizen trust in government and compliance are affected by citizens’ use of the Internet. Starting from the premise that information is a key determinant of public opinion and citizen behavior, this research explores the extent to which the time that citizens spend on the Internet affects their trust in government and compliance with government policies, compared with the influence of the traditional, offline, mass media modalities, such as newspapers. In addition, we also assess the impact of citizens’ use of e-government on levels of trust in government and compliance. The results of the analyses suggest that the more time individuals spend on the Internet, the lower their degree of trust in government and lower level of citizen compliance. However, our results also suggest that such negative effects of the Internet can be moderated through citizens’ increased use of e-government.
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paper_title: Lean government and platform-based governance - Doing more with less

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Governments from all over the world are looking for ways to reduce costs while at the same time to stimulate innovation. While pursuing both objectives, governments face a major challenge—to operate in a connected environment, engage stakeholders and solve societal problems by utilizing new methods, tools, practices and governance models. As result, fundamental changes are taking place on how government operates. Such changes are under the larger umbrella of ‘lean government’ (l-Government). Lean government is a new wave which is appearing as a response to traditional approaches—like electronic government (e-Government) and transformational government (t-Government), and aims at reducing the complexity of the public sector by simplifying and streamlining organizational structures and processes, at the same time at stimulating innovation by mobilizing stakeholders. In l-Government, public organizations introduce platforms facilitating innovation and interactions with other public organizations, business and citizens, and focus on their orchestration role. Experimentation, assessment and gradual improvement based on user requirements are key factors for realizing l-Government.
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paper_title: Compliance of Section 508 in public library systems with the largest percentage of underserved populations

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Abstract The issues of mobility, sight, and hearing impairments with respect to virtual accessibility are as important as physical accessibility when it comes to using public library services. However, a few studies have explored the accessibility of public library websites from the perspective of underrepresented user groups. The purpose of this study is to evaluate the accessibility of public libraries' websites by testing the compliance on Section 508, and further investigate the correlation between Web accessibility and public libraries' IT budgets. The study selected twenty public library systems that have the highest percentages of people with disabilities and older adults. Key findings indicate that most public library websites do not comply with Section 508, and thus, suggest that public library websites are not suited to deliver effective information services for underrepresented user populations who need special assistance. In addition, there is no significant association between the public library websites' accessibility and their IT budgets, which suggests that public libraries' lack of awareness of Web accessibility be the major challenge for compliance with Section 508.
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paper_title: How should the Chinese government provide information services for Mongol ethnic minority?

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Abstract The purpose of this paper is to explore a holistic approach to providing information services for China's Mongol ethnic minority, in light of their ethnic characteristics and socioeconomic conditions, to help bridge the digital divide. We developed a framework for Mongol-centered information services to analyze the relationships between various factors, including language, culture, types of information, access to information and communication technology (ICT), ICT skills, educational level, and attitudes toward information services. A survey was conducted to determine the status of the Mongols' access to and use of information services, in which we adopted a two-stage sampling procedure and face-to-face interviews, taking into account Mongolian culture and demographics. The results indicated that three Mongolian groups access to different communication devices, need different information, mostly prefer the service in Mongolian, encounter some difficulties, but all have a positive attitude toward government information services. Accordingly, several policy recommendations were offered. Finally, we concluded that the government should carefully examine the ethnic characteristics of Mongols, particularly their language and culture, use easily accessible and practical approaches to providing Mongol-centered information services, instead of those sophisticated but inaccessible ways. Other multiethnic countries can draw some insights from this study on how to provide information to their indigenous people.
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paper_title: Digital government evolution: From transformation to contextualization

paper_content:

Abstract The Digital Government landscape is continuously changing to reflect how governments are trying to find innovative digital solutions to social, economic, political and other pressures, and how they transform themselves in the process. Understanding and predicting such changes is important for policymakers, government executives, researchers and all those who prepare, make, implement or evaluate Digital Government decisions. This article argues that the concept of Digital Government evolves toward more complexity and greater contextualization and specialization, similar to evolution-like processes that lead to changes in cultures and societies. To this end, the article presents a four-stage Digital Government Evolution Model comprising Digitization (Technology in Government), Transformation (Electronic Government), Engagement (Electronic Governance) and Contextualization (Policy-Driven Electronic Governance) stages; provides some evidence in support of this model drawing upon the study of the Digital Government literature published in Government Information Quarterly between 1992 and 2014; and presents a Digital Government Stage Analysis Framework to explain the evolution. As the article consolidates a representative body of the Digital Government literature, it could be also used for defining and integrating future research in the area.
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paper_title: Government Information Networks - Mapping Electronic Governance cases through Public Administration concepts

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Facing economic pressure, social tensions, global competition and low public confidence, governments can no longer afford to address increasingly complex and interdependent public goals alone or step back and rely on the markets. Instead, they have to work through networks of state and non-state actors to organize existing resources, knowledge and capabilities in the pursuit of public goals. The new paradigm increasingly relies on Information and Communication Technology (ICT) to connect actors to the network and to build, manage and sustain relationships between them. We refer to such ICT-enabled networks as Government Information Networks. This article serves as an introduction to the current issue of Government Information Quarterly on Government Information Networks. The issue comprises twelve cases of such networks selected from the papers submitted to the 5th International Conference on Theory and Practice of Electronic Governance, ICEGOV2010, held in Beijing, China, October 2010. The article also presents a conceptual framework for public administration networks, and applies the framework to describe, analyze and compare the cases, thus relating the volume to the Public Administration literature.
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Title: Electronic Governance for Context-Specific Public Service Delivery: a Survey of the Literature

Section 1: INTRODUCTION
Description 1: Introduce the evolving concept of context-specific public service delivery, detailing its objectives, design, operations, and outcomes.

Section 2: CONTEXT-SPECIFIC PUBLIC SERVICE DELIVERY
Description 2: Present the concept of policy-driven electronic governance and its role in transforming government operations and engaging non-government actors.

Section 3: DG in National Contexts
Description 3: Discuss how institutional, administrative, and cultural differences in national contexts impact digital governance initiatives.

Section 4: DG in Local Contexts
Description 4: Explore case studies and empirical evidence on digital governance initiatives at the local government level.

Section 5: DG in Sectorial Contexts
Description 5: Examine digital governance initiatives within specific sectors such as agriculture, healthcare, and justice.

Section 6: DG for Development
Description 6: Investigate the role of digital governance in supporting development goals, particularly in developing contexts.

Section 7: DG for Policy-Relevant Problems
Description 7: Analyze how digital governance can address policy-relevant problems like transparency, trust, and accountability.

Section 8: DG for Vulnerable Groups
Description 8: Evaluate digital governance programs designed for vulnerable groups, including ethnic minorities, people with disabilities, and the elderly.

Section 9: A RESEARCH FRAMEWORK
Description 9: Propose a research framework for context-specific public service delivery based on governance networks, public service delivery contexts, and sustainable development goals.

Section 10: CONCLUSIONS AND FUTURE WORK
Description 10: Summarize the key findings and propose directions for future research in context-specific public service delivery.