FACTORS AFFECTING E-GOVERNMENT IMPLEMENTATION AND ADOPTION IN THE STATE OF QATAR

Acknowledgement, Table of Content and Abbreviation Shafi Al-Shafi i PhD Abstract Electronic government (e-government) has established as an effective mechanism for increasing government productivity and efficiency and a key enabler of citizen centric services. However, e-government implementation is surrounded by organisational, technological, political and social issues, which have to be considered and treated carefully in order to facilitate this change. Conversely, from an adoption perspective, e-government services are yet to be universally accepted as a medium for accessing online public services since its inception more than a decade ago. In terms of prior research into understanding the implementation challenges and adoption factors, most existing literature focus into either the implementation context or adoption context separately and no research studies were found that take a holistic viewpoint of both implementation and adoption. Furthermore, only a few researchers have explored and reflected on the important factors that can impact egovernment implementation using well founded theoretical models or frameworks. Besides, there is no universal model for e-government implementation and adoption that is applicable for all countries to ensure success, especially for developing and Gulf Cooperation Countries (GCC). Therefore, this thesis attempts to explore and investigate the key challenges that influence e-government implementation and the factors influencing citizen adoption in the state of Qatar. By simultaneously analysing and aligning the implementation issues of e -government with the adoption aspects, this study aimed to develop a better understanding of the gaps that exists between implementation and adoption. Through combining the implementation and adoption aspects of e-government, this thesis proposes a unified conceptual model which could be used as a frame of reference by government institutions that seek to implement and diffuse e-government systems in Qatar. To do so, the research draws from two well established theoretical models, Institutional Theory (for understanding implementation) and the Unified Theory of Acceptance and Use of Technology (UTAUT) model (for understanding adoption). The research adopted a multi-method approach [combining qualitative (interviews) and quantitative (survey) methods] to explore practices and experiences of implementing and adopting e-government systems in the State of Qatar. Abstract, Acknowledgement, Table of Content and Abbreviation Acknowledgement, Table of Content and Abbreviation Shafi Al-Shafi ii Acknowledgements Praise to Allah the Almighty, Creator and Sustainers of the Universe, and prayers and blessings are sent on His Prophet. Firstly, I would like to express my deepest gratitude and appreciation to Dr. Vishanth Weerakkody, my academic first supervisor, for h is excellent supervision, guidance, invaluable feedback, and encouragement. Thank you very much Vishanth. I greatly appreciate my thesis second supervisor, Professor Guy Fitzgerald for his constructive feedback, generous time, kind support, and advice duri ng my PhD. Thanks a lot Guy. I would like to extend my thanks to H.E. Sheikh Abdullah Bin Nasser Bin Khalifa Al-Thani, Minister of State for Interior Affairs that provide support, and encouragement for my doctoral studies. Also, many thanks to the defence attache and cultural attache, and the embassy staff in London. Additionally, many thanks to Ms Ella Heaney (PhD Administrator) for her continuous help. Furthermore, a huge thanks to Mrs Carolyn Bailey (Academic Research Manager) for her assistance in editing the thesis. Moreover, many thanks to all staff of the Department of Information Systems and Computing (DISC) and Business school for their kind support during my PhD study. I acknowledge the organisations that participated in this research and their sta ff, and for their time and assistance in collecting empirical data to ensure the completion of the thesis. My greatest indebtedness is to my wife, and I can not find adequate words to express how essential her inspiration and support were to bring me to th is point. I would not be here if it was not for her patience, continuous encouragement and thoughtful advice during my work. Also, I owe special thanks to my mother, my daughters, my sons, my brothers and sisters, and my relatives for their moral support, continuous prayers, and endless patience. Lastly, I extend the thanks to all my colleagues at the Department of Information Systems and Computing, Business school, and other Brunel schools and departments for their continuous encouragement and support, as well as many thanks to all my friends and colleagues for their time, advice and continuous support. Abstract, Acknowledgement, Table of Content and Abbreviation Acknowledgement, Table of Content and Abbreviation Shafi Al-Shafi iii Declaration Some of the material contained herein has been presented in the form of the following publications: Journal Papers Published/Accepted (In-Press)/Under Review [J5] Al-Shafi, S. and Weerakkody, V. (2010) Conceptual Model for EGovernment Implementation in the State of Qatar. International Journal of Public Sector Management , Emerald, (Submitted). [J4] Al-Shafi, S. and Weerakkody, V. (2009) E-government Adoption in Qatar: Investigating the Citizens‘ Perspective . Journal of Computer Information Systems (Submitted). [J3] Al-Shafi, S. and Weerakkody, V. (2009) Implementing Free Wi-Fi in Public Parks: An Empirical Study in Qatar. International Journal of Electronic Government Research, 5(3), 21-35, July-September 2009. [J2] Al-Shafi, S. (2008) Free Wireless Internet park Services: An Investigation of Technology Adoption in Qatar from a Citizens‘ Perspective. Journal of Cases on Information Technology, 10, 21-34. [J1] Al-Shafi, S. and Weerakkody, V. (2007) Implementing and managing egovernment in the State of Qatar: a citizens' perspective. Electronic Government, an International Journal, 4(4), 436-450. Conference Papers Published/Accepted for Publication [C8] Al-Shafi, S., Weerakkody, V., Lee, H. and Irani, Z. (2009) EGovernment Adoption in Qatar: Investigating the Citizens‘ Perspective. Pre-ICIS Workshop paper, Special Interest Group on Adoption and Diffusion of Information Technology (SIGADIT) in the International Conference on Information Systems (ICIS 2009) , Phoenix, Arizona, December 15 18, 2009 (Accepted). [C7] Al-Shafi, S., Weerakkody, V. , and Janssen, M. (2009). Investigating the Adoption of E-government Services in Qatar Using the UTAUT Model. Paper presented at the Proceedings of the 15th Americas Abstract, Acknowledgement, Table of Content and Abbreviation Acknowledgement, Table of Content and Abbreviation Shafi Al-Shafi iv Conference on Information Systems (AMCIS2009), San Francisco, California, August 6 9, 2009, [CD-Proceedings]. [C6] AlSobhi, F. and Al-Shafi, S. (2009) Citizens‘ Acceptance Of EGovernment Services: An Empirical Study Of Medina City. Poster paper presented at the Proceedings of the 15th Americas Conference on Information Systems (AMCIS2009), San Francisco, California, August 6 9, 2009, [CD-Proceedings]. [C5] Al-Shafi, S. and Weerakkody, V. (2009) Understanding Citizens‘ Behavioural intention in the Adoption of E-government Services in the State of Qatar. Paper presented at the Proceedings of the 17th European Conference on Information Systems (ECIS2009), Verona, Italy. [CD-Proceedings]. [C4] Al-Shafi, S. and Weerakkody, V. (2008) The Use Of Wireless Internet Parks To Facilitate Adoption And Diffusion Of E-Government Services: An Empirical Study In Qatar. Paper presented at the Proceedings of the 14th Americas Conference on Information Systems (AMCIS 2008) Toronto, Ontario, [CD-Proceedings]. [C3] Al-Shafi, S. and Weerakkody, V. (2008) Adoption of wireless internet parks: an empirical Study in Qatar. Paper presented at the Proceedings of the European and Mediterranean Conference on Information systems (EMCIS08), Dubai, UAE, [CD-Proceedings]. [C2] Al-Shafi, S. and Weerakkody, V. (2007) Exploring E-government in the State of Qatar: Benefits, Challenges and Complexities. Paper presented at the Proceedings of the European and Mediterranean Conference on Information Systems (EMCIS07), Valencia, Spain, [CD-Proceedings]. [C1] Al-Shafi, S. and Weerakkody, V. (2007) Implementing and managing egovernment in the State of Qatar: a citizens' perspective. Paper Accepted for the UKAIS 2007 Conference, Manchester, United Kingdom. Abstract, Acknowledgement, Table of Content and Abbreviation Acknowledgement, Table of Content and Abbreviation Shafi Al-Shafi v Book Chapter Published/Accepted for Publication [BC2] Al-Shafi, S. and Weerakkody, V. (2009) Citizen‘s Acceptance of Electronic Services: A Qatari Perspective‘ . Chapter XI, EGovernment Development and Diffusion: Inhibitors and Facilitators of Digital Democracy, Information Science Reference (May, 2009). [BC1] Al-Shafi, S. and Weerakkody, V. (2009) Examining the Unified Theory of Acceptance and Use of Technology (UTAUT) of EGovernment Services within the State of Qatar‘. Chapter XXII Handbook of Research on ICT-Enabled Transformational Government: A Global Perspective. Information Science Reference (May, 2009). Abstract, Acknowledgement, Table of Content and Abbreviation Acknowledgement, Table of Content and Abbreviation Shafi Al-Shafi vi Table Of