Adoption and use of e-government services in the Abu Dhabi police force : a qualitative study

Abstract

Information and Communication Technologies (ICTs) are becoming increasingly prevalent in peoples’ daily lives due to the presence of e-government. This research-in-progress paper aims to identify and understand factors affecting the diffusion, adoption and use of e-services in a public sector organisation, in this case, Abu Dhabi Police Force (ADPF) in the United Arab Emirates (UAE). A qualitative approach involving 39 participants’ interviews was used in this study. The questions used in the interviews were based on a conceptual framework that applied certain constructs taken from Diffusion of Innovations Theory (DOI), Technology Acceptance Model (TAM) and e-Commerce’s Trustworthiness models. The research study results show that age, education, position within an organisation and the job that an individual is involved with inhibit or encourage the use and adoption of e-services. The contributions from this research are anticipated to be a better understanding of the diffusion, adoption and use of e-services in the UAE region. For industry the findings offer a diverse perspective as they provide some information on the impacts of e-services in public sector organisations of Abu Dhabi. Policymakers, particularly in the UAE and developing countries can learn of the impacts of e-government efforts in the public sector of Abu Dhabi.