Improving E-Government Services for Non- English Speaking Background (NESB) Communities in Australia

Authors: M. Mohammad, Y-C Lan

Abstract:

Australian government agencies have a natural desire to provide migrants a wide range of opportunities. Consequently, government online services should be equally available to migrants with a non-English speaking background (NESB). Despite the commendable efforts of governments and local agencies in Australia to provide such services, in reality, many NESB communities are not taking advantage of these services. This article–based on an extensive case study regarding the use of online government services by the Arabic NESB community in Australia–reports on the possible reasons for this issue, as well as suggestions for improvement. The conclusion is that Australia should implement ICT-based or e-government policies, programmes, and services that more accurately reflect migrant cultures and languages so that migrant integration can be more fully accomplished. Specifically, this article presents an NESB Model that adopts the value of usercentricity or a more individual-focused approach to government online services in Australia.

Keywords: Barriers to use, e-government, ICT, NESB community, online services.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1059717

References:

[1] Cao, G. 2010. A four-dimensional view of IT business value. Systems research and behavioural science 27(3): 267-284.
[2] Muscatello, J.R. & Chen, I.J. 2008. Enterprise Resource Planning (ERP) Implementations: Theory and Practice. Hershey, Pennsylvania: IGI Publishing.
[3] Sharma, R. & Yetton, P. 2007. The contingent effects of training, technical complexity, and task interdependence on successful information systems implementation. MIS Quarterly 31, 219-238.
[4] Zhang, N., Guo, X., Chen, G. & Chau, P. Y. K. 2008. Impact of perceived fit on e-government user evaluation: a study with a Chinese cultural context. Hershey, PA: IGI Publishing.
[5] Chen, R., Sun, C., Helms, M.M. & Jih, W. 2009. Factors Influencing Information System Flexibility: An Interpretive Flexibility Perspective. Hershey, Pennsylvania: IGI Publishing.
[6] Salazar Alvarez, A.J. 2003. Towards an Interpretive Integrative Framework to Conceptualise Social Processes in Large Information Systems Implementations. Information Technology for Development, 10: 233-247.
[7] Shoib, G. & Nandhakumar, J. 2003. Cross-cultural IS Adoption in Multinational Corporations: A Study of Rationality. Information Technology for Development, 10: 249-260.
[8] Rao, S.K. & Gupta, D.K. 2011. Fostering E-government as State Social Responsibility. In Parycek, P., Kripp, M.J. & Edelman, N. (eds.) Proceedings of the International Conference for E-democracy and Open Government, 235-248.
[9] Australian Government Data Center Strategy: 2010-2025. 2010. OnlineÔÇöwebsite is available at: .
[10] Bruns, A. & Wilson, J. 2009. Citixen Communication from Above and Below: The Australian Perspective. In A. Prosser & P. Parycek (eds.) EDem 2009. Austrian Computer Society, Vienna.
[11] Colesca, S.E. & Dobrica, L. 2008. Adoption and Use of E-government Services: The Case of Romania. Journal of Applied Research and Technology, 6(3): 204-217.
[12] Das, J., DiRienzo, C. & Burbridge, J. 2008. Global E-government and the Role of Trust: A Cross Country Analysis. International Journal of Electronic Government Research, 5(1): 1-18.
[13] Australian Government Information Management Office (AGIMO). 2011. Australians- use and satisfaction with e-government services. Department of Finance and Deregulation, Government of Australia.
[14] Chan, C. M. L., Hackney, R., Pan, S. L. & Chou, T-C. 2011. Managing e-Government system implementation: a resource enactment perspective. European Journal of Information Systems 20: 529-541.
[15] Irani, Z., Love, P.E.D. & Montazemi, A. 2007. e-Government: past, present and future. European Journal of Information Systems, 16: 103- 105.
[16] Budde, P. 2011. Australia - E-health, e-education, e-government.
[online] Available at:
[17] Martin, N. & Rice, J. 2011. Evaluating and designing electronic government for the future: observations and insights from Australia. International Journal of Electronic Government Research, 7(3): 38-56.
[18] Saha, P. 2010. Understanding the Impact of Enterprise Architecture on Connected Government. NUS Institute of Systems Science.
[19] Sawrikar, P., & Katz, I. 2008. Enhancing family and relationship service accessibility and delivery to culturally and linguistically diverse families in Australia. AFRC Issues 3, 1-20.
[20] Tan, C-W, Benbasat, I & Cenfetelli, R. 2010. Understanding the Antecedents and Consequences of E-Government Service Quality: Transactional Frequency as a Moderator of Citizens- Quality Perceptions. 18th European Conference on Information Systems.
[21] Baumgarten, J. & Chui, M. 2009. E-Government 2.0. McKinsey on Government, 4: 26-31.
[22] Arkoudis, S. Hawthorne, L. Baik, C. Hawthorne, G., O-Loughlin, K., Leach, D. & Bexley, E. 2009. The impact of English language proficiency and workplace readiness on the employment outcomes of tertiary international students. Department of Education, Employment and Workplace Relations. April 2009.
[23] Masrek, M. N., Noordin, S. A., Anwar, N., & Idris, A. S. A. (2011). The Relationship between Cultural Identity and Individual Knowledge Sharing Behavior. IBIMA Business Review 2011, 1-14.
[24] Australian Government (Commonwealth of Australia) Department of Broadband, Communications and the Digital Economy (2011). Government: lays the foundations for Australia's digital infrastructure Australia's digital economy: future directions.
[online] Available at:
[25] Gottchalk, P. 1999. Strategic Information Systems Planning: The IT Strategy Implementation Matrix. European Journal of Information Systems, 8: 107-118.
[26] Hreno, J., Bednár, P., Furdík, K. & Sabol, T. 2011. Integration of government services using semantic technologies. Journal of Theoretical and Applied Electronic Commerce Research, 6(1), 143-154.
[27] Kubicek, H. & Cimander, R. 2009. Three Dimensions of Organizational Interoperability. Insights from Recent Studies for Improving Interoperability Frame-Works. European Journal of ePractice, 6.
[28] Furd├¡k, K., Tom├í┼íek, M. & Hreňo, J. 2011. A WSMO-based Framework Enabling Semantic Interoperability in e-Government Solutions. Acta Polytechnica Hungarica, 8(2), 61-79.
[29] Skokan, M., Bednar, P. 2008. Semantic Orchestration of Services in eGovernment. In: Proceedings of Znalosti (Knowledge). STU Bratislava, Slovakia, 215-223.