1

Abstract The development of information and

communication technology (ICT) in the Indonesian
government has brought a new paradigm shift in
the methods and processes of interaction among
government, society, business, and
intergovernment. Various international surveys
(United Nations, Waseda University, and
Economist Intelligence Unit) show that the
implementation of e-government in every country
is significantly increased, and it brings impacts on
government and community relationship which is
conducted from conventional to digital-based
forms. However, many challenges and problems
come up during the implementation of e-
Government, especially in developing countries
such as Indonesia. For Indonesia, the survey
results can be used as a barometer for improving
the services because the position of Indonesia in
the study results is still far from expectation. The
challenges and problems faced by the Indonesian
government can be categorized into technical and
non technical factors. This paper, therefore, will
explore and map the problems of the E-
government implementation in Indonesia by using
a fishbone analysis to discover the problem roots
holistically. This study proposes a socio-technical
approach to overcome the problems in
implementing E-government in Indonesia. By
developing a socio-technical model, the behavior of
e-Government application users and the design
standards of technology quality will be able to be
measured so that the implementation of E-
government in Indonesia can be more effective.
I. INTRODUCTION
he rapid development of e-Government in
Indonesia cannot be separated from the influence
of globalization and internationalization, in which
Indonesia becomes a part of the world community.
Since early 1990, various countries have had to
initialize the use of information and communication
technologies (ICTs) to transform the government's
relationship with the community, industry and other


government agencies. With ICT, the government can
directly provide services to the community, interact
with the world of business, create an image of good
government, increase government revenues, and
reduce corruption as more transparent. There are at
least eight e-Government models namely: Government
to Citizen (G2C), Citizen to Government (C2G),
Government to business (G2B), Business to
Government (B2G), Government to employees (G2E),
Government to government (G2G), Government to
Non-Profit (G2N) and the nonprofit to Government
(N2G) [1].
Along with the development of E-government
model, many research organizations perform world
ranking research on the E-government
implementation, such as the United Nations (UN), the
Waseda University, and the Economist Intelligence
Unit (EIU). The methodologies used in those studies
employed a number of indicators, in which the study
results were then categorized and compared
(benchmarked) for various countries.
II. E-GOVERNMENT BENCHMARKING WORLD STUDY
The methodology used is benchmarking, which
means measuring the comparative performance of e-
Government in various departments of state and
government. There are three organizations (the
United Nation (UN), the Waseda University Institute
of e-Government, and the Economist Intelligence
Unit) that are considered consistent, and publish the
reference in the assessment of e-Government in the
world. For the year of 2010, the research has been
changed significantly by considering financial and
economic crisis. The top 10 ranking of the year 2010
are the Republic of Korea, The United States of
America, Canada, United Kingdom, The Netherlands,
Norway, Denmark , Australia, Spain and France. This
result indicates that the top ten positions are
dominated by developed countries. For Southeast
Asia, Singapore is ranked as the first or 11th in the
world ranking. In this region, Indonesia is ranked at
109
th
, below Thailand, The Philippines, and Vietnam.
There is a decline as Indonesia was ranked 106 in the
Socio Technology Perspective for E-Government
Implementation in Indonesia
Dana Indra Sensuse, Sofian Lusa.
Laboratory of E-Government
Faculty of Computer Science, The University of Indonesia
Email: [email protected], [email protected]
T




2
year of 2008.
The UN Web Measurement Assessment classified
the Websites into four categories, namely Emerging
information services, Enhanced information services,
Transactional services, and Connected services[2]
A. E-Government Survey of the Waseda University.
In the year 2010, this institution provides records of
e-Government role because it is associated with the
global financial crisis. Number of countries that
become participants grew from 34 countries to 40
countries. In 2010, the top ten are occupied by
Singapore, followed by the United Kingdom, USA,
Canada, Australia, J apan, Korea, Germany, Sweden,
and Taiwan. Singapore is ranked at the first in
succession since 2009. In 2010, Indonesia was ranked
at 32 out of 40 countries in the survey. It is lower than
the results of 2009 in which Indonesia was 23 out of
34. There is a significant decrease in score, which was
62.02 in 2009 to 48.4 in 2010. As a comparison, in
the last five years, the Waseda University ranked the
top ten as follows: [3]
TABLE I
E-GOVERNMENT SURVEY RANKED VERSION WASEDA
UNIVERSITY (2006-2010)
Rank 2010 2009 2008 2007 2006
1 Singapore Singapore USA USA USA
2 UnitedKingdom USA Singapore Singapore Canada
3 USA Sweden Canada Canada Singapore
4 Canada UnitedKingdom Korea Japan Japan
5 Australia Japan Japan Korea Korea
6 Japan Korea Korea Australia Germany
7 Korea Canada Japan Findland Taiwan
8 Germany Taiwan Hongkong Taiwan Australia
9 Sweden Finland Australia UnitedKingdom UnitedKingdom
10 Taiwan& Italy Germany & Italy Finland Sweden Findland

The assessment indicators for the year 2010 are as
follows network preparedness, required interface-
functioning applications, management optimization,
national portals, chief information officer (CIO) in
government, e-government promotion, and E-
participation. [3]
B. E-Government Survey Version The Economist
Intelligence Unit (EIU)
Since 2000, the Economist Intelligence Unit (EIU)
has conducted a survey that focuses on identifying the
capacity of world countries in utilizing ICTs for
economic and social interests. The results of this
survey are used as the basis for investment for other
countries that make ICT as a fundamental factor of
economic growth. In 2010, the EIU made a lot of
adjustments in line with the role of ICT in the world
economy. The six categories, individual criteria, and
their weights in the model are described connectivity
and technology infrastructure, business environment,
Social and cultural environment, Legal environment
Government policy and vision and Consumer and
business adoption. [4]
Results of the Digital economy rankings in 2010
show that the first rank is occupied by Sweden, while
Denmark down to be ranked number two, followed by
the United States, Finland, Norway Netherlands, Hong
Kong, Singapore, Australia, and New Zealand. For
Asia countries, Hong Kong and Singapore are the
best, while Indonesia is ranked 65th out of 70
countries, which is the same rating as in 2009.
C. Comparison of e-Government Survey
Those studies show that the top 10 was dominated
by developed countries like USA, Sweden, Danish,
Australian, United Kingdom, Finland, Netherlands,
Korea, and Singapore.
From e-Government value chain perspective, the
developed countries have entered the phase of e-
Government Impact since it has been introduced in a
long time, and the services provided by the e-
Government are in a variety of forms and their
impacts are felt by the community. In Asia, Korea and
Singapore becomes an icon of the best countries in
implementing e-Government. (UN, Waseda University
and EIU) e-Government is Hong Kong, Korea,
Taiwan and J apan.
TABLE II
THE COMPARISON OF E-GOVERNMENT SURVEY
2010 2008 2010 2009 2010 2009
1 Republic of Korea Sweden Singapore Singapore Sweden Denmark
2 UnitedStates Denmark UnitedKingdom USA Denmark Sweden
3 Canada Norway USA Sweden UnitedStates Netherlands
4 UnitedKingdom UnitedStates Canada UnitedKingdom Finland Norway
5 Nethelands Netherlands Australia Japan Netherlands USA
6 Norway Repulicof Korea Japan Korea Norway Australia
7 Denmark Canada Korea Canada Hongkong Singapore
8 Australia Australia Germany Taiwan Singapore Hongkong
9 Spain France Sweden Finland Australia Canada
10 France UnitedKingdom Taiwan& Italy Germany& Italy NewZealand Finland
109. Indonesia(109/184) 106. Indonesia(106/182) 32. Indonesia(32/40) 23. Indonesia(23/34) 65. Indonesia(65/70) 65. Indonesia(65/70)
UNITED NATION
Rank
Waseda University The Economist Intelligence Unit


Some notes in connection with the activities in e-
Government benchmarking can be summarized as
follows [5]:
1. Benchmarking purposes is to offer benefits to
stakeholders both for research purposes or as
information for development of e-Government
(state-of-the-art) from year to year.
2. The focus of the benchmarking study changes from
year to year. This indicates that the existence of
priorities and issues are tailored to the needs and
level of implementation of e-Government that
happened in the world. At the beginning of th year
2000 the topic level implementation of e-
Government readiness into the spotlight of the
world later in the year 2001-2004 is transferred to
the level of service availability and uptake rate, last
year 2006 until now more focus to the expected
impact [6]. For each level, if associated with e-
Government value chain, the indicators are used as
input and outcome. The Preview of e-Government
in the value chain is as follows:
Precursors
Data systems
Legal
International
Human
Technological
Leadership
Drivers/Demaind
Input
Money
Labour
Technology
Political Support
Targets
Intermedi ates
Web Channels
Other e-channels
Back Office
Systems
Output
Information &
Decisions
Actions &Service
Transactions
Impacts
Financial
Benefits
Non-Financial
Benefits
Outcomes
Public goal (e.g. MDGs)
Strategy Devel opment Adoption Use
Exogenous Factor
READINESS AVAILABILITY UPTAKE IMPACT

Fig 1: e-Government Value Chain




3
3. Information technology (hardware, applications,
and brainware) become tools as enablers that
allow the achievement of goals with e-
government are held for each country.
4. Findings of e-government survey in 2010,
namely:
a. Trend framework 2.0 [3] and the definition
of connectivity is more directed to the
broadband quality, 3G and 4G mobile quality
.[4].
b. Web 2.0 and social networks (Facebook,
twitter, myspace etc) change the interaction
patterns of government. [4] .
c. Implementation of green ICT.[3].
d. Roles of social, cultural environment, and
education have become the determinant
factor for the successful implementation of
the fundamental portions of e-government [4]
III. MAPPING THE PROBLEMS OF E-GOVERNMENT
IMPLEMENTATION IN INDONESIA
A. Problems of Implementation of e-Government in
Indonesia
For the year of 2010, Indonesia is categorized as
not satisfactory. From the United Nations study,
Indonesia has experienced rank decline from 106 to
109. Assessment of the Waseda University shows that
Indonesia decreased from 23 to 32 ratings. Finally, the
assessment of Intelligence Economist Unit indicates
that although there was an increase from the score
3,51 into 3.60, ratings remains the same, namely,
Indonesia is still in rank 65 out of 70 countries.
In addition, the implementation of e-government in
the developing countries faces many failures. In fact,
35% of the failure of e-government research are
categorized as total failure, 50% as partial failures,
and while 15% as succeed. [8].The cause of the
failure was due to the existing gap between technical
and non technical factors. For E-government in
Indonesia, an estimated contribution of non technical
factors is around 80% and 20% technical factors [9].
In order to explain the problems and challenges in
implementing e-government in Indonesia, this study
employes the framework of thinking. The idea is to
identify problems of e-government implementation in
Indonesia done by examining the results of the surveys
conducted by research organizations (UN, Waseda,
and EIU). The problems are then mapped into
precursor stages of the e-government value chain.
Systematic formulation is illustrated as follows:





















Fig 2: Systematic Formulation (Mapping Probelms E-
Government in Indonesia)
This fact indicates the need of special attention on
implementation of e-Government in Indonesia. To
explore the problems of e-Government
implementation in Indonesia, we need to record all of
the problems holistically. There are seven aspects
used in E-government value chain: Data systems,
Legal, Institutional, Human, Technological,
Leadership, and driver/demand translated in the
Cultural aspect. These seven aspects are parts of
precursor stage in e-Government value chain. Based
on experiences, observation, and the various writings
it can be concluded as follows: [9], [10], [11]
1. Data Systems.
a. Platforms of diverse applications and databases
that are used in application development that
make it difficult to do the integration.
b. Website is not updated even though some have
been expired. This is because of the lack of
technical guidance and supervision of the weak
domain for go.id.
c. There is no clear agenda on the national
framework as to which is accepted as
standardization in providing a national database.
d. There is lack of standardization of ensuring the
security of data and information.
2. Legal (policy)
a. Regulations do not support.
b. There is lack of regulation on e-Government
promotion.
c. Legal framework for interaction and transaction
in the virtual world is unclear. Information and
electronic transactions (UU ITE) law is actually
counterproductive in some aspects.
d. E-Government is still considered a project that
depends on regional leaders who are in power.
e. Cyber crime threats requires handling of a
comprehensive law.
3. Institutional
a. The main program of DeTIKNas (National ICT
Council is poured into 16 flagship Programs, but
Surveyresult of benchmarkingof e-government (2009 2010)
UnitedNations WasedaUniversity




Theroot of theproblemof e-Gov implementationinIndonesia
(PrecusorsStagesinE-government valueChain)
Trends, findings, andchallengesinimplementinge-Government world
State of the art
In E-government World
Current issuesinIndonesia
E-Government
Economist IntelligenceUnit
Cultural
Leadership
Technological
Human
Legal (Policy)
DataSystem
Reviewdocuments, journals,
seminars, writings, opinions
Institutional
Proposed Solutions




4
in fact the presence of this legislation raises
many problems.
b. Organization structures do not support the
implementation of e-government, especially in
the region.
c. A partnership that is formed is not optimum,
especially in local government.
d. There is gap between needs and analysis of e-
government solutions that deliver.
e. Results of Peringkatan E-goverment Indonesia
(PEGI) is not followed up by each institution.
4. Human
a. Civil servants who are using ICT to serve the
community are incompetent.
b. There is no measurable competency readiness,
which measures the level of competence in a
government institution.
c. Community as consumers are not getting
adequate training about the advantages of of e-
Government and how to use it.
5. Technological
a. Constraints in collaborating and integrating
databases that include the central government,
regions, institutions and other relevant
government agencies.
b. ICT infrastructure has not been adequate and
evenly distributed throughout Indonesia (digital
divide).
c. There is no government that adopted technology
that supports e-government implementation,
such as implementation of web 2.0, social
networks, and mobile government.
d. There is no analysis of technology readiness,
which measures the extent of readiness of the
technology in the E-government implementation.
e. User Interfaces of government websites are not
attractive.
f. ICT convergence in the multimedia form such
as chat, video, video conferencing are
unavailable.
g. Social networks applications such as Facebook,
twitter, and others become more familiar for
public use.
6. Leadership
a. Initiatives from local leaders about e-
government model are sporadic and adhoc.
b. Regional autonomy provides negative impacts in
which there will be possible conflicts between
central and local budget allocations, and it will
weaken coordination for ICT projects.
c. Standardization among central, regional, and
government agencies are lacking. It gives the
freedom for local government in implementing
e-Government.
d. There is no political leadership, in which it
generally occurs when regional leaders were
replaced, and then the e-Government program is
also likely to end.
e. There is no special education (certification) for
regional leaders to understand e-government and
ICT development.
7. Driver/demand (culture).
a. Change management is needed nationally and
followed by local governments, agencies, and
other government agencies.
b. Paradigm shift from manual to electronic job is
to bring cultural changes.
c. There is no willingness for sharing data and
information among government agencies.
d. There is no measure of organizational readiness,
which measures the level of organizational
readiness in using technology.
e. There is still culture of corruption, collusion and
nepotism in the bureaucracy in government.
f. The use of computer for formal communication
is so low that it is still necessary to
communicate face to face.
B. Mapping the problems of e-Government
Implementation using Fishbone Analysis
To view the problems of e-Government
implementation holistically in Indonesia fishbone
analysis is used. The description of the problem of
mapping the application of e-government in Indonesia
is as follows:

Problems implementing E-
Government in Indonesia
Data System
Technological Human Cultural
Leadership Legal (Policy)
Data and information spreads
Various platforms
local government
websites is not updated
No technical manual
weak supervision go.i d
domain
national framework is
not available
Regulations do not support
national legal framework
unavailable
Role DetikNas not
maximum
promotion of e-gov unavailable
Lack of leadership politics
and certification for
regional leaders
no standardized model for
regional e-gov
Cyber threats increased
Overlap regional
ICT Agencies Socialization minimal
no standardization
no standardization of data
security
Gap analysis
unavailable
Not integrated
database
People are not trained
no programs for
society
Securitythreats
Web content is not updated
technical support
unavailable
Lack of technolgy
incompetent staffs
Geographical problem
Lack of Connectivity
Application not fit to the needs
Still thick KKN Culture
Believe more human than machine
Governance &
Leadership readiness
unavailable
E-govproject depends as
regional leaders
web 2.0, social
networks, mobile gov.
Not applied yet
Technolgyreadiness analysis
unavailble
Problemin
infrastructure,
electricity&Telkom
Unattractive interface
FAQ
unavailable
competencyreadiness
unavailable
No officer who standby
high internal resistance
Limited funds
ICT Master plan unavailable
slowresponse from officers
Sporadic
initiatives of
the Regional
Leadership
no convergence of ICT
multimedia
no programchange
managemeent
organizational readiness unavailable
PEGI result not
socialized
limited access location
undefine
dkey
success
factors
Institutional
Institutional
structure not
support
Minimal local
government
partnerships
There is no gap
analysis ICTs
Negative Impact of
Regional Autonomy
Lack of coordination and potential
con flicts of central and local
no culture for sharing

Fig 3: Mapping Probelms E-Government in Indonesia using
Fishbone analysis
IV. PROPOSED SOLUTIONS
Based on the e-government value chain, precursor
stage is the beginning of the successful
implementation of e-government. Every aspect of
precursor stages has a strategy that is designed to
overcome existing problems. Strategies can be divided
in terms of technology, policy, and people. The
technology and policies are related to provision of
hardware, software, and infrastructure. Policy is
related to a regulation and the enforcement of law in
the interaction between government and stakeholders,
Whereas strategy for the people is related to increased
skill, competence, training, and certification.
Previously, many solutions are given emphasis to
technical factors in the solution, and ignore social
factors such as measurement of the behavior of the
user's e-government applications. Availability of




5
financial resources, infrastructure, and regulations are
not fully guarantee the success of the use of e-
government applications.
In this paper, the proposed solution is to overcome
the problems of implementing e-government in
Indonesia focusing more on socio-technical approach.
Socio technical approach is a study that focuses on the
social impacts arising from the presence of
technology. Basic assumption of this approach is any
process of implementation of information technology
is always going to have an impact on the social
aspects. Therefore, a comprehensive study needs to be
done by considering a variety of social factors to
ensure successful implementation of information
technology. This approach could be a solution to
minimize the failure of implementing e-government in
Indonesia.
A. The Socio-Technical System Approach.
The focus of the socio-technical system approach is
that there is a gap between the presence of technology
and the user's environment. The gap that occurs due to
misalignments between the technological aspects with
the social, institution (rules) and human aspects
(group, organization, communities, and society).
Socio-technical system design is needed as a bridge
that can make alignment between technological
aspects with social aspects, human, and institutions.
Relationship between the three aspects are seen as
follows [12]

6. ST-systems, artefacts and material conditionshape,
rules, frames, stanards. 'Interpretative flexibility' is
constrained by technical/material possibilities
5. Rules are not just
embedded in heads
of actor, but also in
artefacts (e.g. Latour's 'script')
3. Actors carry
and (re)
produce the
rules
1. DT-systemdo not work on
their own, but through the
involvement of human actors,
and organisations
4. ST-system, artefacts
and material conditions for a context
for action. They enable and constrain
(actor-network theory).
2. Actors operate in the
context of rules. Their
perceptions, and
(inter)actions are
guided by rules.
Rules,
institutions
Socio-technical
systems
Human actors,
organisations,
social group

Fig. 5: Three Interrelated analytic Dimensions.

Original scheme showing the synthesis of socio-
technical approach and its components are as follows:
[13]
Social system Technical system
Structure
People
Technology
Task
MIS
(Direct)

Fig. 4: Socio Technical Framework
In its development, Socio technical approach has
been renewed by including aspects of human-
computer interaction (HCI). Aspects of human
computer interaction (HCI) become important, in
which it uses psychological concepts like attention and
usability in web applications, and organizational
computing [14]. It leads to the socio-technical
concept, based on general systems theory where one
system type emerges from another as software data
flows arise from hardware circuits [15] as follows:
1. Hardware systems based on physical exchanges of
energy.
2. Software systems based on information exchanges
emerge from hardware systems.
3. HCI systems based on semantic exchanges of
meaning emerge from software systems.
4. Socio-technical systems based on community
normative exchanges emerge from HCI systems to
face problems like mistrust, unfairness and injustice.
As the discipline of computing becomes social, the
new user of computing is society itself.

Higher Contect
Emergence
Dependence
Socio-techical
Human-computer interaction
Sofware
Hardware
Society
Community
Organization
Group
Better
Performance
Community
Requirenments
Semantic
Requirenments
Information
Requirenments
Physical
Requirenments
Socio-Technical
Requirenments
Inereasi ng Syst em Requirenments
........

Fig. 6: Socio Technical SystemLevels
As shown in the Fig 9, the software cannot exist
without hardware. Hardware is associated with
physical requirements, and software is related to
information requirements. Information exchanges
allow human meaning, and human meaning allows the
norms, culture, and identity of communities. Each
level emerges from the one below it, then its nature
changes the entire systems nature. The social level is
the most complex, not only because it also contains
more lower levels, but also because any social unit set
can form a larger social unit ( family, village, city
state, nation and so on. A socio technical system
occurs when people interact via technology to create a
community, as a socio physical system arises when
they do the same physically [15].
B. The Socio-Technical Model for E-government
In regard to finding solutions, it is necessary to
design a socio-technical model tailored to the findings
of the problems of e-government in Indonesia. Socio-
technical model is proposed as a solution as follows:




6

Fig. 7: Proposed Socio Technical Model for E-Government

Stages and explanation of socio-technical model
are as follows:
1. Findings of implementing e-government problems
in Indonesia (such as human, leadership,
institutional, cultural, technological, and data
system) are mapped into two categories: social and
technical problems. Technical problems consist of
technological and data systems, while social
problems are categorized into human-interaction
aspects for human, leadership, institutional,
cultural, and legal (policy).
2. The next stage is conducting gap analysis by
comparing current conditions with the criteria
tailored to the methods used. Each criterion will be
analyzed by creating a questionnaire and
distributed to participants.
a. For human-computer interaction aspects, three
theories are interrelated, i.e., Theory of
Reasoned Action (TRA), Theory of Planned
Behavior (TPB), and Theory of Acceptance
Model (TAM). TRA specifies that behavioral
intention is a function of two determinants: a
personal factor termed attitude toward
behavioral, and persons perception of social
pressures termed subjective norm. [16]. TPB
extends the TRA for conditions in which
individuals do not have full control over the
situation. According TPB, people actions are
directed by three kinds of considerations:
behavioral beliefs about the likely outcomes of
the behavior and the evaluations of these
outcomes; normative beliefs about the normative
expectations of others and the motivation to
comply with these expectations, and control
beliefs about the resources and opportunities
possessed (or not possessed) by the individual
and also the anticipated obstacles or
impediments toward performing the target
behavior [17]. TAM adapts the framework of the
TRA and hypothesizes that a persons
acceptance of a technology is determined by
users voluntary intention to use that technology.
Intention, in turn, is determined by persons
attitude toward the use that technology and
users perception concerning its usefulness.
Attitudes are formed from the beliefs a person
holds about the use of the technology. The
attitude components consist of perceived
usefulness and perceived ease of use. Perceived
usefulness is the users subjective probability in
which using a specific application system will
increase users performance, and perceived ease
of use is the degree to which the user expects the
target system to be free of efforts. [18]
b. For legal (policy) aspects, gap analysis is
conducted by holding focus group discussions
and asking for expert opinion. Gap analysis is
undertaken by performing benchmarking
regulations of the countries that have
successfully implemented e-government, the
extent of support from the legal side to support
the successful implementation of e-government.
c. For the technical aspects, theory of DeLone and
McLean Model is used. This model is able to
explain the quality standards that must be owned
by a hardware, software, and data system.
Quality standards are referred to information
quality, system quality, and service quality.
3. Results from the gap analysis provide a readiness
level of the organization (social and technical
aspect). Furthermore, the readiness level is
designed as proposed solutions. The proposed
solution is the result of analysis of e-government
readiness level, and the analysis of the TRA, TPB,
and TAM, which produce behavioral intentions
and behavioral measures in the use of E-
government. More detail, proposed solutions
consists of four action that are new development
for new solutions, upgrades program for solutions
that already exist but are not maximized yet,
deployment program for solutions that have been
tested and will be used as a pilot model, and
elimination program to factors that should not be
necessary.
4. Expectations with the proposed solution will bring
positive changes and impacts that will affect the
use of e-government stakeholder (individuals and
communities).
5. Finally, changes in the behavior of the users will
bring net benefits in the long term, such as
achievement of the Millennium Development
Program (MDP).
V. CONCLUSIONS
The world survey results indicate that e-government
implementation shows significant results both in
quality and quantity. The successful implementation
of e-government applications not only depends on the




7
side of information technology, but also on user
behavior that becomes the deciding factor of how big
the impact and benefits posed by the existence of the
e-government.
The continuation of this paper is the development
of the questionnaires to each of the seven attributes
mentioned above, adjusted for the application to be
examined based on the characteristics of the
application and then to be disseminated to the users of
e-Government application in an area. The focus of the
e-Government users may be divided into three parties,
i.e., developers, administrators (operators) and end-
users (community). After the questionnaire results are
obtained, they can be used as information which
represents the level of readiness of the institutions and
people. Based on the results of these questionnaires,
decision makers can make the program priorities to
overcome the problems in every aspect, so it can make
the successful implementation of e-Government.
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