engleski

E-government in Croatia – Citizen Adoption and Usage

Digital technologies development and application change every area of human living and activities. Intensive usage of ICT technology becomes key factor that strongly influence and change different business sectors, and develop new relationships on the market and among the business partners, and new business models as well. Business organization must adapt to the changing customer expectations and wishes, and on the other side carefully track technology and ICT development trends. The company ICT, organizational and production infrastructure must be properly planned and organized to enable necessary fast adaptation to customer, market and technology changes. The ICT development changes is not limited on single organization, it crosses organization borders and changes every aspect of communication between partners, clients and government institutions and administrative organizations as well. The aim of this paper to analyse E-government usage and acceptance in Croatia. The results of research shows the satisfaction with offered e- government services are still rather low, since only 36 percent of 3268 respondents were satisfied with the way in which the competent authority solved user request by e-government service. Even 21 percent of respondents concluded that their administrative request is impossible to solve over Internet. EU Digital Economy and Society Index Report 2018 Digital Public Services (DESI) shows that Croatia is slowly developing e-government infrastructure and the present level of e-government services are one of the worst in EU countries. Internet and fixed telephony services in Croatia are evaluated in DESI report as one of the worst and most expensive among all other EU countries. Since the average salary in Croatia is among the lowest among EU countries this situation requires adequate government attention. Thus improving e-government adoption and citizen satisfaction is not simple and requires constant monitoring and analysis.

e- government adoption, Croatia, Internet, public services

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