engleski

Croatian central e-government portal: a usefulness analysis

Nowadays, modernization of public administration through e-services provision is a key issue in the improvement of government institutions’ service delivery. The process of e-services creation and implementation as well as the uncertainty over service adoption each represent a great challenge. The experiences of a lot of countries regarding the introduction of e-services in public administration confirm the necessity of examining users’ opinion about the usefulness of planned types of e-services, their perception of security and privacy of personal data as well as their satisfaction with existing e-services. In Croatia, the process of creating e-services for citizens was initiated in 2007 by the Ministry of Public Administration, resulting in consolidation of all services over a central e-government portal in 2014. The newly established portal offers information about services in the area of health, education, employment, vehicles/traffic, finances and taxes. In order to investigate citizens’ opinion regarding the use of this new central e-government portal, a pilot survey was performed in two counties in the northwestern part of Croatia (Varaždin and Međimurje counties) on a sample of 197 participants. The main goal was to examine how various demographic characteristics of respondents influence their adoption and perception of e-services created by government institutions.

e-government ; e-services ; security ; privacy ; perception ; e-inclusion

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