Virtualization of Government-To-Citizen Engagement Processes: Evidence From Ghana Driver and Vehicle Licensing Authority

Abstract

With the world becoming a more virtual society, most of our physical processes are now being migrated to the online environment. The rationale behind these migration processes is to ensure efficiency and effective service delivery. In spite of these developments, some processes are still not amenable to the online environment and as such are conducted manually; hence understanding different processes and their amenability was needed. Based on a critical realist paradigm, this study used a mixed-methods (both quantitative and qualitative) approach to examine the various activities involved in acquiring a new driver’s license. The purpose of this study was to explore the factors that enable or constrain virtualization processes in government-to-citizen electronic services using evidence from the Ghana Driver and Vehicle Licensing Authority. Pursuant to this, this study used the Process Virtualization Theory as the theoretical framework. Quantitative data analysis was done using descriptive and regression analysis while qualitative data were analyzed based on Miles and Huberman data analysis techniques. Survey data came from 317 citizens, interviews conducted with management of DVLA and a focus group discussion with some DVLA customers. Quantitative results from the study showed that characteristics of the processes such as the Sensory Requirement of the registration activity, Sensory Requirement of written test activity were amenable to virtualization. The analysis further proved that the Relationship Requirement of the registration activity was not amenable to virtualization whereas Relationship Requirement of the written test activity was amenable to virtualization. Similarly, the Synchronism Requirement of the registration activity has proven to be amenable to virtualization while Synchronism Requirement of the written test activity was not amenable to virtualization. Evidence from the qualitative analysis also proved that the nature of virtualization at the DVLA was carried out after a need was established in 2012 (i.e. Fraud, impersonation and corruption). The virtualization however took place in phases; thus from one region to the other in order to fade out the traditional means of acquiring a drivers’ license. The virtualization of the DVLA processes, are in four major strands and these are: minimizing corruption in the system, improve work efficiency, promote good record keeping and enhance transparency. The study also showed that not all the processes could be virtualized because of the laws that regulate the acquisition process, hence the need for reconsideration of the legislative instrument that regulates the way and manner in which a license should be acquired. While financial constraints hinder the virtualization of some of the activities, it was revealed that government regulation is a major hindrance to the full virtualization of the activities.