Towards the Restoration of Public Trust in Electronic Governments: A Case Study of the E-Filing System in Singapore

Chee-Wee Tan, Shan-Ling Pan, Eric T. K. Lim

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


E-governments are becoming part and parcel of the virtual economic landscape and are plagued by the same lack of consumer trust that inhibits e-commerce transactions. To make matters worse, the political exclusivity and apathetic bureaucracy of public institutions have amplified the level of difficulty in trying to convince the citizenries to come onboard e-government initiatives. In a preliminary attempt to derive possible developmental implications for the restoring of public trust in e-governments, this study explores the success story of the Singapore's Electronic Tax-Filing (e-Filing) system to reveal how trust-building mechanisms have been incorporated into its techno-structure to attract a phenomenal rate of public user acceptance. Specifically, the case examines the means by which process-based, characteristic-based and institution-based trust have been restored in the e-Filing system. This paper concludes by suggesting that the restoration of public trust can only be achieved through a blend of socio-political strategies and Information Technology.
Original languageDanish
Title of host publicationProceedings of the 38th Hawaii International Conference on System Sciences, HICSS 2005 : Track 5
EditorsRalph H. Sprague Jr.
Number of pages10
Place of PublicationLos Alamitos, CA
Publication date2005
ISBN (Print)0769522688
Publication statusPublished - 2005
Externally publishedYes
EventThe 38th Hawaii International Conference on System Sciences. HICSS 2005 - Big Island, Hawaii, United States
Duration: 3 Jan 20056 Jan 2005
Conference number: 38


ConferenceThe 38th Hawaii International Conference on System Sciences. HICSS 2005
Country/TerritoryUnited States
CityBig Island, Hawaii
SeriesProceedings of the Annual Hawaii International Conference on System Sciences

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