Trust Development for E-Government Adoption: Case of Singapore

Though nations across the world are realizing the importance of e-Government, its successful adoption and acceptance by citizens still remains an elusive phenomenon. Citizen trust on e-Government, which appears to be a major contributor for e-Government adoption and acceptance, has not been fully explored by researchers and governments. In this study, we use the theoretical lens of ‘citizen trust ’ to understand the ways in which it can be engendered to promote e-Government success. Based on a theoretical synthesis, we identify two dimensions of citizen’s trust on e-Government: trust on government’s ability, motivation and commitment for e-Government and trust on the enabling technologies. Using the case study of e-Government implementation in Singapore, we examine the process by which Singapore government is promoting and maintaining trust for e-Government among its citizens. A careful analysis reveals that Singapore is systematically addressing both the dimensions of citizen trust, which offer a set of lessons learned for other nations to emulate. ‘Citizen trust on the government ’ is being engendered in Singapore by putting institutional trust building measures in place, taking feedback from citizens and having top leadership commitment and support for e-Government. ‘Citizen trust on the technology ’ is being engendered in Singapore by proactive provision of relevant knowledge and skills and providing a comprehensive and effective legal system. These trust building measures, leading to successful e-Government adoption and acceptance, serve as a guide that can be used by nations across the world to facilitate successful e-Government implementation