Citizen Acceptance Towards e-Government - Department of Welfare

Nowadays, almost all countries are moving toward technology advancement and
changes. With technology, complicated tasks can be simplified. However, there are
also several people that do not understand the use of technology especially internet
and some cannot accept these changes. Hence, many studies has been conducted to
study on the impact of these technology changes whether to the people or to the
development of a country. The purpose ofthis study is to develop an e-Government
system specifically for the Department of Welfare, Perak (JKM) based on the
currently used manual system. This online system is called Sistem Bantuan Jabatan
Kebajikan Masyarakat, Perak (SBJKM). The objective ofthis project is to develop
the SBJKM that will be able to generate statistical report and approval from the
District Officer (DO). SBJKM will simplify the work process where the processing
time can be reduced, lessen the hassle of staff handling paper-based system and
reduce risk such as data loses. Besides that, this system intents to introduce the user
to the e-Government concept and study their acceptance toward the newly
developed system. The scope of the study for this project is on how the system
manages the applications as well as providing online approval for the citizens and
JKM staffs. The system includes several functions such as information provider,
user registration, search and data retrieval; and application status check up. The
target users for this system are the citizens and JKM staffs. The methodology being
use in executing this project is incrementing prototyping, where the development of
the system is based on prototype component or module per module. The result and
discussions in this project has touch on the comparison between features applied in
the existing JKM websites in each state. There are also snapshots ofthe developed
system which include the citizen part and the JKM staff part. This developed system
has been used in getting the citizens' data in the citizen acceptance test. The test
which is conducted online using survey has return the results represented in diagrams for their knowledge and acceptance on e-Government. However, this
system also has several limitations such as the security measures, human computer
interaction (HCI) point of view and the study that has been conducted. In
conclusion, the system is developed to give more commodities to the user by taking
into accounts the user requirements to solve their current problems in using their
existing system. Thus, the system is recommended to improve and enhance its
reliability in security, interactivity in HCI point ofview and functionality to give the
user more satisfaction in using the system.