Digital inclusivity: exploring e-government use among businesses in Ghana

Abstract

Purpose – Electronic government (e-government) initiatives are critical in bringing about transparency, accessibility and efficiency in public service delivery. Drawing upon e-government literature and the political system theory, this paper aims into the challenges faced by businesses in using e-government applications and how the implementation of e-government can be improved. Design/methodology/approach – Using a qualitative research method, data was gathered through in-depth interviews with top executives of businesses in the Greater Accra region of Ghana. Thematic analysis was used to analyze the data. Findings – This study reveals that uneven access to digital technology, security concerns and resistance to change are the main challenges hampering the use of e-government applications by the business sector. Furthermore, this study identifies opportunities for facilitating the implementation of e-government including seeking for feedback from the business community, benchmarking and monitoring and collaboration among government agencies. Research limitations/implications – This study highlights the challenge of digital divide, which hinders the full realization of the benefits of e-government services for the business sector. Policymakers need to prioritize e-government programs that bridge the gap by way of improving internet connectivity, digital literacy and access to technology. Policymakers should embark on targeted infrastructure development, information, communication and technology training and programs to advance adoption of the e-government among underserved business communities. Practical implications – Government agencies must conduct training programs on digital skills and cyber security for businesses. In addition, businesses should introduce change management initiatives that promote culture of ingenuity and flexibility. Originality/value – This study contributes to the filling the dearth of knowledge on the discourse on e-government adoption in developing economies, particularly in the context of business to government e-government model.