Directions for the Sustainable Development and Competitiveness of Regions
New Horizons in Regional Science series
Edited by Charlie Karlsson, Börje Johansson and Roger R. Stough
Chapter 10: Trust in secure public e-services: translating polices into use
The emerging information society motivates the vision of a digital economy (Johansson et al., 2006). It also challenges the characteristics of relationships among public agencies, organizations and institutions, and their relations to citizens in a number of different ways (see, e.g., Contini and Lanzara, 2009; Worrall, 2011). One of the most obvious changes is the use of information and communication technologies applied as public e-services (electronic) for interactions between public agencies and citizens. E-services are a basic component of e-government and give a new context for relations. E-services as such are innovations–even if the service itself existed before–as they are a new way to produce and organize the service. For successful implementation of innovations in public contexts, the innovations must be considered legitimate by all involved actors, who have to trust each other as well as the technology. Trust is both on an individual and structural level, and is also based on their interpretation of security. Security in practice is based on the interplay of security in technical terms and how it is perceived with respect to the organization (Oscarson, 2007). Security in Web innovations is created through both the practical real technical arrangement and the practice of the use of the innovation. Perceived usefulness and citizen satisfaction are basic conditions for legitimate, secure and successful governmental e-service (Saha, 2008).
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