Advancing public trust relationships in electronic government: The Singapore E-Filing journey

Eric T.K. Lim*, Chee Wee Tan, Dianne Cyr, Shan L. Pan, Bo Sophia XIAO

*Corresponding author for this work

Research output: Contribution to journalJournal articlepeer-review

66 Citations (Scopus)


E-governments have become an increasingly integral part of the virtual economic landscape. However, e-government systems have been plagued by an unsatisfactory, or even a decreasing, level of trust among citizen users. The political exclusivity and longstanding bureaucracy of governmental institutions have amplified the level of difficulty in gaining citizens' acceptance of e-government systems. Through the synthesis of trust-building processes with trust relational forms, we construct a multidimensional, integrated analytical framework to guide our investigation of how e-government systems can be structured to restore trust in citizengovernment relationships. Specifically, the analytical framework identifies trust-building strategies (calculativebased, prediction-based, intentionality-based, capability-based, and transference-based trust) to be enacted for restoring public trust via e-government systems. Applying the analytical framework to the case of Singapore's Electronic Tax-Filing (E-Filing) system, we advance an e-government developmental model that yields both developmental prescriptions and technological specifications for the realization of these trust-building strategies. Further, we highlight the impact of sociopolitical climates on the speed of e-government maturity.

Original languageEnglish
Pages (from-to)1110-1130
Number of pages21
JournalInformation Systems Research
Issue number4
Publication statusPublished - Dec 2012

Scopus Subject Areas

  • Management Information Systems
  • Information Systems
  • Computer Networks and Communications
  • Information Systems and Management
  • Library and Information Sciences

User-Defined Keywords

  • Calculative-based trust
  • Capability-based trust
  • E-government
  • Intentionality-based trust
  • Prediction-based trust
  • Public trust
  • Transference-based trust


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