Twentieth International Conference on Technology, Knowledge, and Society

Abstract

This paper details the results of a doctoral study into the impact of cultural and social factors on the success of e-governance systems in Kuwait. The research methodology adopted was interpretive in approach and gathered qualitative data via a series of interviews with government employees working in e-governance (22) and three focus groups with members of the general public. The data were analysed using thematic subject analysis. Interim results indicate a number of high-level themes emerging from the data which include: (i) the need for multiple language access to the overall e-governance system; (ii) providing all governance systems linked together into one platform; (iii) having a governance call centre for public queries offering guidance, advice and help in using the systems; (iv) the need to raise awareness amongst the public of e-governance through media and training; (v) consider the special requirements of target groups in the public; (vi) to improve user satisfaction and feedback; (vii) more direction and control by senior government officials to encourage Ministries to take up the opportunity offered; (viii) the extent to which e-governance system can reduce fraud and misuse government processes (known as Wasta in Kuwait); (ix) the impact of COVID on the take up of e-governance systems; (x) Kuwaiti cultural and societal factors relating to factors such as the tribal culture, attitudes to gender and disability, and the concerns over security and privacy. Recommendations are made on how to enhance the usage and efficiency of e-governance systems for the general public.