Introducing e-Government 2.0 Maturity Model: Focusing on Developing Countries

Abstract

Social media, as an advancement in information technology is one of the most appealing topics to the public sector. Governments need to take measures to profit from this technology so that they can offer the most sought-for today's services. The COVID-19 pandemic and the necessity of providing virtual services have additionally highlighted social media technology in public sector. This study aims to propose a social media-based maturity model to deliver sustainable e-government services (e-government 2.0) in developing countries. The various dimensions of the model were identified by using the mixed research approach. For qualitative investigations, data were collected by literature review and semi-structured interviews and thematic analysis. For quantitative assessments, data were gathered through a researcher-made questionnaire and analyzed by a one-sample t-test and the two-way chi-square test. The dimensions of e-government 2.0 maturity model were initial phases (information transparency activities), managed phases (knowledge creation and management), defined phases (participation and collaboration), quantitatively managed phases (activities, real servicing, and transactions), and optimized phases (smartening up service delivery).

Keywords

• e-government 2.0
• crisis management
• social media
• maturity model