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Exploring Local Governance and E-Services in Qatar

Exploring Local Governance and E-Services in Qatar

Nada Abdelkader Benmansour, Noora Ahmed Lari, Bethany Shockley
Copyright: © 2019 |Volume: 6 |Issue: 4 |Pages: 13
ISSN: 2334-4520|EISSN: 2334-4539|EISBN13: 9781522568438|DOI: 10.4018/IJPADA.2019100101
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MLA

Benmansour, Nada Abdelkader, et al. "Exploring Local Governance and E-Services in Qatar." IJPADA vol.6, no.4 2019: pp.1-13. http://doi.org/10.4018/IJPADA.2019100101

APA

Benmansour, N. A., Lari, N. A., & Shockley, B. (2019). Exploring Local Governance and E-Services in Qatar. International Journal of Public Administration in the Digital Age (IJPADA), 6(4), 1-13. http://doi.org/10.4018/IJPADA.2019100101

Chicago

Benmansour, Nada Abdelkader, Noora Ahmed Lari, and Bethany Shockley. "Exploring Local Governance and E-Services in Qatar," International Journal of Public Administration in the Digital Age (IJPADA) 6, no.4: 1-13. http://doi.org/10.4018/IJPADA.2019100101

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Abstract

Properly implemented, e-government enables improved government efficiency and greater engagement with citizens. The State of Qatar has implemented many e-government initiatives but little has been done to investigate their progress. This study aims to bridge the knowledge gap by shedding the light on a specific e-government initiative: the Baladiya application system, the electronic service for municipalities. It uses qualitative data from semi-structured interviews conducted with the director of customer service in each of the municipalities in Qatar. An inductive approach allowed findings to emerge. E-government provides a broad array of services to local users however three main aspects remain problematic. First, the high quantity but low quality of information received from users via e-government hinders the customer relations. Second, while services are readily available, e-government channels are not widely adopted. Finally, the complex process for service delivery contributes to create a relatively opaque user experience.