Publication: M-Government: desarrollo de los servicios de la administración pública a través de dispositivos móviles
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2017-03-06
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Universidad Complutense de Madrid
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Abstract
Este trabajo de investigación analiza el desarrollo del m-Government, entendido como la prestación de servicios por parte de la Administración Pública a través de dispositivos móviles. El m-Government se enmarca dentro de la integración de las Tecnologías de la Información y la Comunicación en la gestión de las administraciones bajo la denominación de e-Government o Administración Electrónica. Analiza los factores críticos para el desarrollo de e-servicios a través de un modelo de aceptación de tecnología adaptado a la realidad de la Administración y a las peculiaridades que los dispositivos móviles presentan. Fundamenta su análisis en enfoques teóricos técnicos, como el de Computer Human Interaction, Arquitectura de la Información, Usabilidad y Accesibilidad; enfoques teóricos de calidad, especialmente calidad de servicios y modelos de evaluación de la calidad de servicios como el SERVQUAL; y enfoques teóricos de aceptación de la tecnología. La principal conclusión del trabajo es que la intención de uso de los dispositivos móviles para acceder a servicios prestados por la Administración depende principalmente de la utilidad percibida por la ciudadanía. Estos servicios deben intentar mejorar la productividad personal frente a otras dimensiones, como por ejemplo la facilidad de uso, el acceso 24/7, o el conocimiento tecnológico. El desarrollo de servicios de m-Government debe permitir cumplir fácilmente al ciudadano con sus obligaciones, ahorrando tiempo en sus trámites con la administración.
This research analyzes the development of m-Government, defined as the provision of services by the Public Administration through mobile devices. The m-Government is framed in the integration of Information and Communications Technology in the management of the Public Administration, named as e-Government or Electronic Government. It analyzes critical factors for the development of e-services through a technology acceptance model adapted to the realities of the Administration and the peculiarities of mobile devices. Our study is based on theoretical approaches to technical factors, such as Human Computer Interaction, Information Architecture, Usability and Accessibility; theoretical approaches to quality, especially quality of services and models of evaluation of the quality of services such as SERVQUAL; and theoretical approaches to technology acceptance. The main conclusion of the study is that the behavior intention of mobile devices to access to services provided by the Administration depends mainly on the perceived usefulness of citizenship. These services should try to improve personal productivity compared to other dimensions, such as ease of use, access 24/7, or technological knowledge. The development of m-Government services should allow citizens to easily meet its obligations, saving time in their duties with the administration.
This research analyzes the development of m-Government, defined as the provision of services by the Public Administration through mobile devices. The m-Government is framed in the integration of Information and Communications Technology in the management of the Public Administration, named as e-Government or Electronic Government. It analyzes critical factors for the development of e-services through a technology acceptance model adapted to the realities of the Administration and the peculiarities of mobile devices. Our study is based on theoretical approaches to technical factors, such as Human Computer Interaction, Information Architecture, Usability and Accessibility; theoretical approaches to quality, especially quality of services and models of evaluation of the quality of services such as SERVQUAL; and theoretical approaches to technology acceptance. The main conclusion of the study is that the behavior intention of mobile devices to access to services provided by the Administration depends mainly on the perceived usefulness of citizenship. These services should try to improve personal productivity compared to other dimensions, such as ease of use, access 24/7, or technological knowledge. The development of m-Government services should allow citizens to easily meet its obligations, saving time in their duties with the administration.
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Tesis inédita de la Universidad Complutense de Madrid, Facultad de Ciencias de la Información, Departamento de Periodismo III, leída el 15-01-2016