An Exploratory Study to Investigate Citizens' Experience with E-Government Mobile Services in Saudi Arabia

Abstract

Governments around the globe have started to utilize technology to deliver government services to their stakeholders by means of e-government. E-government ensures delivery of more effective and efficient public services in easier and more convenient forms. Recent developments in technology provide new ways for citizens to interact with their government. In addition, the innovative expansion of smart phones has motivated governments to deliver their services through mobile platforms. In Saudi Arabia, many organizations offer their services to citizens through mobile applications. However, citizens' experience with governmental mobile applications is still unknown. Experience, as reflected in the way people describe their interaction, is a crucial factor in designing that interaction. Following a review of the relevant literature, and considering the current mobile applications available, this paper explores and investigates empirically citizens' experience of interacting with mobile government e-services in Saudi Arabia. The study involves 33 interviews, using an interpretive approach for data collection and analysis. Findings from the empirical study have revealed a number of factors which may influence citizens' experience. The most obvious finding to emerge from the study is that, although citizens support the shift towards delivery of mobile government services, evidence shows that mobile applications cannot be considered a primary channel of interaction with the government. The study contributes to knowledge by providing new and fresh insights about how citizens interact with government mobile services. Results from this study will help mobile e-services designers to understand the situation in relation to citizens in Saudi Arabia, and can also be invoked in the case of other, similar states.