The relationship between e-government system and government operation excellence in the Sultanate of Oman

Every government is seeking to provide the best services to demonstrate efficiency and excellence of performance. This goal could be achieved by improving the service performance of entire sectors in society. The government of Sultanate of Oman has realized the importance of moving towards information technology. Therefore, e-Government initiatives were launched in Oman as a part of overall country information technology in 1998. It was first established under the name “Digital Oman”. Every government sector has since upgraded the performance by having its own websites and e-services application. However, there are gaps and loose connections exist among the sectors, which has consequently tarnished the image of Omani E-government. This has led to important questions about the requirement of modification and improvement of such service. Hence, the purpose of this research is to investigate and explore the factors that drive the e-government implementation and affect the government performance as well as the government-citizen relationship in Sultanate of Oman. A survey was conducted among Omani citizens in order to have their feedback and overview of the current e-government in the Sultanate, their technological and behavioral intention in using the e-government system and the governmental operation excellence (GOE) of the system. The outcomes of the study indicate that the e-government system has a direct effect towards GOE. The ‘technology intention to use’ is found to have a mediating effect, while the ‘behavioral intention to use’ has a partially mediating effect on the e-government project approach from citizen's point of view. The study outcomes should offer guidance to conduct e-government projects, especially for the policy makers in the Sultanate of Oman for future researchers. It also can provide a foundation for future researches related to the issues of the government-citizen relationship.