Citizen-Centric E-Government Services in Namibia: Myth or Reality?
Citizen-centric e-government shifts the focus of electronic services delivery from a top-down approach to the end-users. In order to provide better services to the citizens, the Namibian government took the initiative to make services available online and established a national web portal. The Ministry of Home Affairs and Immigration is one of the first Ministries to have rolled out its e-government services to citizens and among others it has an interactive website where citizens can access information, downloadable application forms and a Short Message Service (SMS) notification system for National Identification Systems. Despite such initiatives, there are still challenges affecting the v by the Ministry of Home Affairs and Immigration. The findings include a lack of awareness of services, cost factors, inadequate accessibility, a need for full online services, trust and security considerations. Citizens preferred mobile online services and expressed willingness to embrace online services.