Factors influencing the design and implementation of accessible e-Government services in South Africa

IF 1.1 Q2 SOCIAL SCIENCES, INTERDISCIPLINARY
Saleem Abdurahman, Salah Kabanda
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Abstract

As governments embark on providing their services online (e-Government services), it is imperative for them to ensure that these services remain accessible to all online users. Prior studies have demonstrated that providing accessible online services remains a challenge for most governments, and more so for developing countries. This study seeks to identify and better understand the factors influencing the design and implementation of accessible e-Government services. The study employed qualitative semi-structured interviews in order to collect primary data from twelve government employees working as developers, designers, business analysts, and the management team. The data were analyzed using thematic analysis. This study identifies two key factors influencing the design and implementation of accessible e-Government services, namely: organizational structures and stakeholder supporting structures. Furthermore, the findings explain how these factors affect the current practices of designing and implementing accessible e-Government services. Four practices in use were recognized as instrumental in the design and implementation of accessible e-Government services. These are: (i) championing accessibility; (ii) adoption of an omni-channel approach, as well as digital learning and awareness; (iii) development of inhouse guidelines and best practices, as well as support for developing assistive technologies; (iv) and lastly, reflective practices. The study discusses the implications of these findings for future studies.

Abstract Image

影响南非设计和实施无障碍电子政务服务的因素
随着政府开始提供在线服务(电子政务服务),当务之急是确保所有在线用户都能使用这些服务。先前的研究表明,提供无障碍在线服务对大多数政府来说仍然是一项挑战,对发展中国家来说更是如此。本研究旨在确定并更好地理解影响无障碍电子政务服务设计和实施的因素。本研究采用了半结构化定性访谈的方法,从 12 名政府雇员(包括开发人员、设计人员、业务分析人员和管理团队)那里收集原始数据。研究采用专题分析法对数据进行了分析。本研究确定了影响无障碍电子政务服务设计和实施的两个关键因素,即:组织结构和利益相关者支持结构。此外,研究结果还解释了这些因素如何影响当前设计和实施无障碍电子政务服务的做法。有四种现行做法被认为有助于设计和实施无障碍电子政务服务。它们是(i) 倡导无障碍环境;(ii) 采用全方位渠道方法,以及数字学习和意识;(iii) 制定内部指南和最佳做法,以及支持开发辅助技术;(iv) 最后是反思性做法。本研究讨论了这些发现对未来研究的影响。
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来源期刊
CiteScore
3.60
自引率
15.40%
发文量
51
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