Transforming Service Delivery in Government through Integration of Web 3.0 and Social Media Technologies: A Case for Developing Countries

Abstract

This study focuses on how to integrate Social Media and Web 3.0 features within government portals for personalised service delivery within government portals. The study was based on the Kenya government national portal (eCitizen) and sought the views of 94 experts responsible for managing social media and portal service on the eCitizen portal. The study employed Factor Analysis to analyse the experts’ responses. Through factor analysis, the study identified six core factors that make up a Personalised Integrated Service Delivery (PISD) framework. These factors were services, web 3.0 features, social media management, security, one-stop-shop for government services and external factors. The study also described a Personalised Integrated System Architecture based on the PISD framework. The PISD framework and proposed system architecture can be used to guide the integration of social media and web 3.0 features within government portals for Personalised Integrated Service Delivery to citizens especially for developing countries like Kenya.