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A Multi-level Technology Acceptance, Adoption and Implementation Model for Achieving Government-Citizen Dialogue: An Omani Case Study A thesis submitted in fulfillment of the requirements for the degree of Doctor of Philosophy in Management Systems at The University of Waikato by HAMED AL NAMANI 2014 i Abstract The number of commercial applications that exploit Web 2.0 social media is increasing rapidly. However, little is known about the challenges that public sector organizations face when they decide to adopt Web or other technology-based applications, and offer them to consumers; particularly when governmental and civil service organizations are involved. This is particularly true in developing non-Western regions, such as the Middle East, where 'Arab Spring' developments in 2011 stimulated interest in the ability of social networking to mobilize citizens against ruling elites. Consequently, this study investigated Oman's public sector to gain a deeper understanding of the adoption and use of information technology innovation and its potential to engage governments more closely with citizens. In essence, it aimed to develop a comprehensive model of ‘organizational adoption’ and ‘citizen use’ of technology for achieving meaningful online dialogue. The focus of this study is not social media applications per se, but rather it concerns any Web or other technology-based application that is suited to improving dialogue between government organizations and citizens. The final model was derived over three distinct phases of research using a mixed method approach. In Phase I, an initial literature review developed understanding of global trends in e-Government adoption and clarified the study aims, scope, and primary research question. A more extensive literature review was then undertaken to derive a tentative 'first-cut model' theoretical framework. This contains factors considered critical to both achieving successful organizational adoption of IT innovations and a meaningful dialogue between governments and citizens. These are presented from three distinct perspectives or levels; the National level, Organization level, and Management level. In Phase II of the research, case studies involving three Omani civil services organizations helped to refine the tentative model. Policymakers and citizens were interviewed to confirm issues and identify additional adoption and use factors. Finally, in Phase III a participatory action research approach was used to test completeness of the refined model, which culminated in the final model. ii This study has shown that meaningful online dialogue can be used for different purposes: for facilitating access to decision-makers (mainly), for responding to citizens' enquiries and for addressing rumours. At the National level, government support— meaning political, economic and technical aspects—plus social changes has driven the acceptance of technology for improving government-citizen interactions and for sharing of information. In contrast, the major National level inhibitors are: limited availability of broadband services, other digital divide barriers, national culture barriers and political barriers. At the Organization level, having an IT strategy and top management support, adequate human, financial and technical resources, and a strong citizen-centric orientation are all factors that drive the adoption. Conversely, lack of capability, inappropriate internal culture, and resistance to change can all inhibit adoption. At the Management level, good preparation, proficiency with technical issues, accessibility and marketing issues, appropriate consideration of operational issues and end user needs are critical for implementation of Web or other technology-based applications needed to create meaningful online dialogue. Conversely, major implementation challenges concern inadequate IT infrastructure, resistance to change, and inability to recruit a suitable management team. The research also found that creating a management team, recruiting qualified moderators, controlling the discussion, responding to citizens, and defining the interaction characteristics (objectives, target citizens, participation policies and rules, etc.) are all critical for achieving a meaningful dialogue. The developed model has added to the knowledge of how to encourage technology innovations in governmental organizations, in particular through online dialogue that motivates citizens and other stakeholders to engage in meaningful discussions. For non- Omani governmental organizations having similar operational characteristics, the developed model offers lessons for policymakers and others who wish to enhance citizens' interactions; or who wish to improve the reputation of the organization; or bring about citizen-acceptable policies and decisions. Future work should be aimed at testing the developed social networking adoption model in other industries, sectors and national settings. iii Acknowledgements After sincerely thanking Allah for all blessings and bounties, I would like to thank many people for their contribution, assistance, support and guidance. Firstly, I would like to thank my mother for her daily prayers and enormous efforts to help me complete this journey, and my father who planted in me the love of knowledge. Foremost I would like to thank my wife and children who have accompanied me along the joyful journey of knowledge and who marvellously created the right atmosphere for me to bring this research to fruition. I am also grateful to my home country (Oman), which continuously offers its people free education from first grade, and to my employer (the Ministry of Higher Education) for providing me the opportunity to study abroad and for sponsoring my postgraduate education (Master and PhD). In addition, special thanks go to my research team members for their continued encouragement, support and valuable advice. First, to my chief supervisor Associate Professor Eric Deakins, who showed me the way and taught me everything I needed to become an accomplished researcher and scholar; and second, to my other supervisors: Dr Stuart Dillon and Professor Gottfried Vossen whose support and guidance has helped me through this journey. To all other staff of Waikato University and the Management School, and the Department of Management Systems in particular who work behind the scenes to ensure research students receive all the academic resources and help they need, I say thank you and God bless you all. iv Publications arising from the thesis Al Namani, H., Deakins, E. & Dillon, S. (2008). The role of online social networking in public administration. Proceedings of the 4th International Conference on e- Government, Melbourne, Australia; 23-24 October, 299-307. v Table of Contents Abstract ............................................................................................................................ ii Acknowledgements ......................................................................................................... iv Publications arising from the thesis ................................................................................. v List of Tables .................................................................................................................. xi List of Figures ............................................................................................................... xiii Glossary of Terms ......................................................................................................... xiv Chapter 1: Introduction .................................................................................................. 19 1.1 Background ...................................................................................................... 19 1.2 Research outline .............................................................................................. 25 1.2.1 Purpose .................................................................................................... 25 1.2.2 Objectives ................................................................................................ 25 1.2.3 Primary research question ........................................................................ 26 1.2.4 Methodology ............................................................................................ 28 1.3 The need for this research ................................................................................ 30 1.4 Scope of this study ........................................................................................... 31 1.5 Limitations of scope ........................................................................................ 32 1.6 Research contributions ...................................................................................