Virtualization of government‐to‐citizen engagement process: Enablers and constraints

Abstract

The purpose of this study is to investigate the factors that constrain or enable process virtualization in a government‐to‐citizen engagement process. Past research has established that most e‐government projects, especially in developing countries, are regarded as total failure or partial failure. Citizens' unwillingness to use government electronic services and lack of awareness are among some of the reasons why these electronic services fail. Using the process virtualization theory (PVT) as theoretical lens, the authors investigated the various activities within the driver license acquisition process at the Driver and Vehicle Licensing Authority. The PVT helped in identifying factors which enable or inhibit the virtualization of the driver license acquisition process in Ghana. Based on a survey data of 317 participants, we report that process characteristics in the form of relationship requirements affect citizens' willingness toward the use of government virtualized processes. Situating the PVT within a developing country context, our findings reveal that some cultural and behavioral attributes such as socialization hinder the virtualization of some activities within the driver licensing process.