A Framework for Integration of Web 3.0 and Social Media Technologies in Government Portals for Personalized Integrated Service Delivery

Abstract

The sustainable development goals (SDGs), which are at the heart of the 2030 Agenda for Sustainable Development, are closely interrelated. The integrated nature of the SDGs has shed new light on the need for integrated service delivery by various governments. An effective e-government portal needs a system with good Integration, interoperability and personalized service delivery. However, most e-government portals lack Integration, interoperability and personalized service delivery. The purpose of this study was to investigate how Web 3.0 and Social Media technologies could be integrated into existing government portals for personalized, integrated service delivery to citizens. The study employed design science research to achieve its objectives. The target population consisted of 94 experts involved in managing social media and portal services for the Kenyan government national portal (eCitizen). The study established that while most government portals had already incorporated social media, social media was being used mostly for information dissemination and not to offer other services like public participation or transactional services. The study developed a framework made of six components that would guide the Integration of web 3.0 and social media technologies within government portals to achieve personalized, integrated service delivery.