Objectives:

At the end of this module, students should be able to:

• Understand the overview of the e-government masterplan (EGMP) 2022;

• Explain the e-government and national development;
• Discuss the state of the Philippine e-governance;
• Identify the e-government masterplan (EGMP) 2022 building blocks and ecosystem.

Chapter 7:
THE PHILIPPINES
E-GOVERNMENT
MASTERPLAN 2022
The use of information and
communications technologies (ICT) in
government is seen as an enabler for nations to
achieve digital transformation in the delivery of basic services. It is for this reason that the
Department of Information and Communications Technology (DICT), being the government’s
primary agency promoting the adoption of e-Government Services (ICT-ES), has developed the E-
Government Master Plan (EGMP) 2022.

The EGMP 2022 serves as the blueprint for a harmonized government information
system. This plan outlines DICT’s intent of developing the country’s e-Government systems
through the digital transformation of basic services such as public health, basic education, and
other programs that cut across the whole of government. In doing this, DICT aims to create a
networked and collaborative environment for improved public service delivery.

EGMP 2022 banks on the potential benefits of e-government for a wide range of
stakeholders. A well implemented e-government program will allow National Government
Agencies (NGAs) and institutions to deliver more cost effective and efficient public services, and
access a platform for internal collaboration and sharing of resources. E-government can increase
accessibility of public services to citizens, specifically in terms of availability, speed, cost, and
convenience. Businesses can also be provided with more support for easier investment,
establishment, operation, and scaling-up. Realizing the promises of e-government will
necessitate some internal rewiring to address discord between departments and foster
collaboration in all levels. This is crucial when dealing with complex, interrelated issues on service
operations and shared data, as it entails revisiting institutional and budgetary arrangements
within government along with implementing ways for engaging non-state stakeholders in
decision-making (UN e-Government Survey 2018).
Lesson 1: Overview of the
EGMP 2022
A New E-Government Ecosystem

EGMP 2022 is the successor of the

EGMP 2013-2016 which was also built upon
previous ICT/Digital plans. Although the
underlying building blocks for e-Government
in the country have remained the same, there
have been significant changes in the e-
Government ecosystem since then.

Most notable among the changes are the new institutions that are now in place: the DICT
together with its three attached agencies, the National Privacy Commission (NPC) in charge to
protect the fundamental human right of privacy, of communication while ensuring free flow of
information to promote innovation and growth, the National Telecommunications Commission
(NTC) exercises jurisdiction over the supervision, adjudication and control over all
telecommunications services throughout the country, and the Cyber Crime Investigation and
Coordination Center (CICC) in charge to formulate a national cyber security plan and extend
immediate assistance for the suppression of real-time commission of cybercrime offenses
through a computer emergency response team (CERT). The creation of the DICT was an aspiration
mentioned in the Philippine Digital Strategy (PDS) 2011-2016. The law’s passage and creation of
the department is a reiteration of government’s recognition that ICT plays a central role in open
governance.

The EGMP 2022 is aligned with the ASEAN ICT Masterplan (AIM) 2020 which envisions a
digitally-enabled economy that is secure, sustainable, and transformative; and to enable an
innovative, inclusive and integrated ASEAN Community. As the Philippines embraces digital
transformation, the initiatives of AIM 2020 seek to facilitate faster access to services and at the
same time, develop better ways of doing business among traditional sectors, fostering growth
and development towards a digital economy.

In line with this, Sec. 2 of the Data Privacy Act of 2012 (RA 10173) mentions that while the
State recognizes the vital role of ICT in nation-building it also recognizes “its inherent obligation
to ensure that personal information in information and communications systems in the
government and in the private sector are secured and protected.” As such, it is the policy of the
State to protect the fundamental right to privacy and communication while ensuring the free
flow of information to promote innovation and growth. This is now a given in the e-government
ecosystem and a consideration that must be made in addressing citizen concerns about their
rights. It also has implications in how organizations throughout the various levels of the
bureaucracy manage their information and knowledge systems.

Furthermore, identified in the Philippine Development Plan (PDP) 2022 is the strategy to
continue to enhance the country’s e-government system as a vital tool for good governance.
With this, the DICT aspires for the Philippines to develop and flourish through innovation and
constant development of ICT in the pursuit of a progressive, safe, secured, contented and happy
Filipino nation.
 The primary challenge of implementing the EGMP 2022 is how to streamline e-
governance systems in support of achieving “One Digitized Government.” This requires the
comprehensive organizational development of the DICT. It would entail developing people,
policies, processes and info-structure which are responsive in meeting the challenges and goals
set-out in this document.

Development of EGMP 2022

The crafting of the EGMP 2022 involved various stakeholders, from design
conceptualization and development of the plan to its comprehensive implementation.

It required participation of NGAs in planning the establishment of a secure and up-to-

date e-government info-structure. Equally important was for the plan to capture the concerns,
contributions and efforts of citizens, businesses and other partners. As such, the DICT conducted
a series of focused group discussions (FGDs) in 2017 and identified the requirements of each user
group to be able to come-up with a relevant and industry supported plan.

The FGDs were meant to provide a channel for the private sector and ICT organizations
to actively participate in the development of the EGMP 2022. On the other hand, government
agencies utilized the FGDs as a platform to increase their awareness, understanding, and
appreciation of available technologies across the full technology stack.

The FGDs were structured according to the following areas of discussion:

Mission-Critical, Cyber security and Financial Management Payment

Frontline Client Security-In-Depth Systems (Budget, Management
Services, and Partner Systems Revenue Management, Systems
Management Systems and Accounting
Systems)

Operations, Internal Enterprise Decision Support, Data Exchange and

Performance, and Network Business Intelligence, Big Data Management
General Administration and Analytics, and Systems
Administrative and Identity Management Visualization
Logistics Management Systems
Systems

Subsequently, the FGDs were supplemented by key-informant interviews (KIIs),

monitoring documents and evaluation reports from various units of DICT and other agencies.
Analyses of which were aligned with regional, national and sectoral plans related to ICT. A draft
of the EGMP 2022 was subjected for consultation and validation with internal and external
stakeholders in 2018 prior to its finalization.

Lesson 2:
E-Government and National
Development
The major strategy of the Philippine
Development Plan (PDP) 2017-2022 is to lay
down a solid foundation for more inclusive
growth, a high-trust and resilient society, and
a globally competitive knowledge economy.

In doing so, the EGMP 2022 supports the PDP’s three major pillars “Malasakit,”
(Enhancing the Social Fabric) “Pagbabago,” (Inequality–Reducing Transformation) and “Patuloy
na Pag-unlad” (Increasing Growth Potential), achieving seamless service delivery, enhancing
administrative governance, empowering and engaging with citizenry, reducing corruption and
strengthening the civil service. Major activities mentioned in the plan support various
interventions which are intended to provide a solid bedrock for all strategies to work.

EGMP 2022 is meant to support the programs developed for achieving these results and
objectives. In pursuit of achieving the national development priorities related to Sustainable
Development Goals (SDGs), this is consistent with the United Nations (UN) position to recognize
that each country should decide upon the level and extent of its e-government initiatives.

The Role of ICTs in Philippine Government

The Philippines’ 1987 Constitution states that “communications and information plays a vital
role in nation building” (Article II). In this regard, the rapid advancements in the field of ICT
further amplify its role in nation-building and governance. In fact, previous administrations
have strived to incorporate ICTs in its strategic plans.

In 1997, the government aligned its projects and programs with the National Information
Technology Plan for the 21st Century. At the turn of the millennium, responding to the need
to streamline strategies of various government agencies handling ICT policy as well as to
foster focused leadership, the Information Technology and Electronic Commerce Council
(ITECC) was established as a policy-making body of the Philippines providing direction in
achieving the vision of an “electronically enabled Philippines, capable of participating in and
contributing to the global new economy.”

Further to this, there was the Government Information Systems Plan (2000) with the vision
of “Improvement of the quality of living through ICTs.”
 Subsequent plans include the Philippine Strategic ICT Roadmap (2006-2011) and the
Philippine Digital Strategy (PDS) (2011-2016).

Finally, in the preceding administration, the Information and Communications Technology

Office (ICTO) came up with the e-Government Masterplan (EGMP) 2013-2016 which
envisioned “a digitally empowered and integrated government that provides responsive and
transparent online citizen-centered services for a globally competitive Filipino nation.”

The EGMP 2013-2016 provided a blueprint for the integration of ICTs for the whole of
government. It adopted an approach that supported the PDP 2011-2016 and was operationalized
through the Medium-Term ICT Harmonization Initiative (MITHI) for government interoperability,
collaboration and shared services. Among the e-Government projects showcased in the plan was
the Integrated Government Philippines (iGovPhil). It was aimed at maximizing the use of ICT
resources through shared ICT infrastructure and services for government agencies.

Taken together, these plans leveraged ICTs in the more efficient delivery of public
services. These pushed for the greater diffusion of ICTs through the development of relevant
content and better access, to develop infrastructure for cyber-services, to develop human capital,
to institutionalize e-Government funding of projects and to establish an agency focused on
providing leadership in promoting the national ICT development agenda.

The desired outcome was to achieve a transformative e-governance by enabling the

attainment of operational efficiency, transparency and accountability, enhanced citizen’s
engagement, and effective delivery of public services.

The Department of Information and Communications Technology (DICT) Leading in Addressing

the Challenge

During President Rodrigo Duterte’s State of the Nation Address (SONA 2016), he said
“make use of the computer. I do not want to see people queuing up for government services…
waiting under the heat of the sun for permits to be released.” This is an observation that many
Filipinos experience when dealing with government, whether it is to apply for licenses or
passports, seeking medical attention or availing of loans.

Republic Act 10844 mandates the DICT to develop, implement and improve the use of ICT
for delivery of public service to digitally empower the public by giving quality and fast service
delivery, transparency for citizens, businesses and society to interact seamlessly with the
government, thru channels that are accessible to all. The mission is for an e-Government in the
service of the Filipino.

The DICT, through the EGMP 2022 envisions to improve the country’s e-government
system in the delivery of public services, increased government transparency, and opportunities
for public participation in decision-making. The vision is that this would also bring government,
citizens, business, community organizations, and other societal groups together in the
governance process.

The DICT takes on the leadership role in ensuring e-government in the Philippines shall
be realized and operationalized, through the EGMP 2022.
 E-Government and Sustainable Development

E-Government or the application of ICT in governance, specifically by enhancing

government's role in service delivery, public administration, and promotion of participatory
democracy has been gaining momentum in many parts of the world. The trend in e-government
has been the evolution towards the provision of integrated public services online through, among
others, one-stop platforms allowing to access a range of public services.

Like other government plans, goals in this plan emanate from national plans and linked
to other international commitments. EGMP 2022 is aligned with the PDP 2022 in adopting the
whole-of-government approach in delivering basic services by becoming a “One Connected
Government”. The objective is for the government to harmonize and coordinate all ICT initiatives
to optimize all government ICT resources, encourage information and resource sharing and
database building and ensure the development and protection of an integrated government ICT
infrastructure and networks.

The expected service delivery model from this can range from a simple collocation of
agencies or one-stop shops to an integrated single-window and single-door approach. For more
impact, the government will identify the basket of basic government- to-citizen (G2C) services,
government-to-business (G2B) services, and government-to-government (G2G) services. The
services and agencies will be clustered according to the citizen life-cycle in the case of G2C
services or the business life-cycle for G2B services; and then designates the point of service.
Based on AmBisyon Natin 2040, Filipinos consider eliminating corruption as an important
determinant to achieving a better future. Government must therefore begin the process of
confidence-building by being clean, fair and citizen-centered, and in this e-Government can play
a major role.

EGMP 2022 is also a manifestation of the country’s commitment to the ASEAN ICT
Masterplan 2020 of improving the quality of life in the country and in the ASEAN region. In
particular, the ASEAN ICT Masterplan 2020 identified e-Service as the key factor to enhance
ASEAN service abilities towards economic sustainability, the growth and integration of ASEAN.
As such, regional integration shall form an important consideration in the development of future
standards for systems of e-Government.

Lesson 3: State of the

Philippine E-Governance
In eGMP 2013-2016, the notable
accomplishment of the government with
respect to the impact of ICTs can be
derived from the improvement of the
country’s various rankings based on
measurable indicators in the PDS. During its implementation, the Philippines exhibited digital
transformation as evidenced by its performance in the E-Government Development Index (EGDI),
online presence, and availability of more government data, among others
 Performance in EGDI and EPI

The United Nations (UN) assesses e-government development of member states through
the EGDI and the e-Participation Index (EPI).

The EGDI measures the capacity of governments to maximize ICTs in the delivery of public
services. The Philippines positively transitioned from medium-EGDI to high-EGDI in 2016 due to
the comprehensive efforts of the government aimed at improving the provision of online
services. On the other hand, the EPI considers the level of engagement the government has with
their constituents, specifically by means of ICTs. It examines the availability of online information
(e-information), online public consultations (e-consultation), and citizen involvement in the
decision-making process (e-decision making) (UN, e-Government survey, 2018, p. 112). The
Philippines advanced 48 positions in terms of EPI ranking from 67th in 2016 to 19th in 2018 out
of 193 countries with a score of 0.9382. This is above the 2018 EPI World Average of 0.5491.

Online Services

Websites were originally seen as the primary e-Government channel for providing
information and services to citizens. In this regard, the e-Government Fund in 2013 served as a
catalyst for e-government in the Philippines and pioneered the adoption of ICT in establishing
web presence and automating government processes that can enhance Government-to-
Government (G2G) and Government-to-Citizen (G2C) services. Based on web presence
monitoring regularly conducted by the DICT, National Government Agencies (NGAs) with web
presence improved by 7.41 percentage points (85.58% to 92.99%) between 2017 and 2017. NGAs
with inaccessible web presence was reduced from 2.51% in 2016 to 2.21%in 2017while those
without were considerably decreased from 11.91% to 4.80% in the same year.

Open Government and Government Data Online

Since 2014, the Open Data Portal (www.data.gov.ph) has hosted more than 3,300
government data files and information on public expenditure, agriculture, transportation,
education, and others. Relative to this, in 2017, the Philippine Statistics Authority (PSA) launched
the OpenStat (http://openstat.psa.gov.ph), an online platform that makes available to the public
different statistical data collected and compiled by the government. Also, with the several digital
governance initiatives in budget transparency, the Philippines scored 64/100 in the 2015 Open
Budget Index (OBI), a global comparative budget transparency, participation, and accountability
measure among 115 countries. In 2017, the country improved by three points, rating 67/100,
landing the country at 19th spot.

Progress on the previous EGMP

Figure 1 illustrates the building blocks of e-Government, and identifies the key
components of the plan based on eGMP 2013-2016.
 Figure 1. Building Blocks of e-Government

e-Government Governance: Organization, Regulation, and Policies

Client-centered Government Networked Government

Government Portal Groupware
Open Government Planning/KM/Risk Management
Open Data
Citizen (G2C) Business (G2B) Government to Government
e-Education Investment/Tourism Financial Management (GIFMIS, eTAX)
e-Health & Welfare e-Logistics Human Resources (HRIS)
e-Justice, Peace, and e-Agriculture Asset Management and Procurement
Order
SHARED SERVICES
e-Documents e-Signatures (PKI) e-Payment GIS
REGISTRIES
Citizen Land Business Vehicles
INFRASTRUCTURE
Internet Access Data Center Security
Source: eGMP 2013 – 2016, p.47

The building blocks highlight the importance of establishing a stable governance structure
for e-Government. This pertains to the strengthening of institutions for facilitating e-Government
implementation which shall serve as the basis for coordination, communication, interaction, and
harmonization of actions between key players. The bottom blocks (shades of blue), the basic
infrastructure, registries, data centers, and shared services, are the ICT foundation base for an
integrated and interoperable e-Governance system, making it possible for the Government to
deliver core services through priority applications (yellow).

Much has been achieved since the eGMP 2013-2016 was launched. Strategies were laid
out consisting of three components needed for its implementation including MITHI, iGovPhil
Project, and agency specific applications. Increased web presence and enhanced use of social
media in government were apparent. Also, the “DICT Act of 2015” was finally signed into law in
2016.

The challenge, however, was centered on report metrics and monitoring key progress
with respect to the eGMP. Such were more difficult to benchmark as the availability of
information is limited to the project outcomes instead of impact. Further to this, future demands
were less prioritized in evaluating projects and programs of eGMP.

With digital governance initiatives at the onset of ICT use in public administration, the
government carries with it forward programs, projects, and policies which will have been
institutionalized through the DICT as part of the updated masterplan.
 Lesson 4:
EGMP 2022 Building
Blocks and Ecosystem
The E-Government Masterplan
(EGMP) 2022 was crafted in line with the
DICT’s mission of establishing a One
Digitized Government for the nation. In so doing, the government shall harmonize and coordinate
all ICT initiatives to optimize available government ICT resources, encourage information and
resource-sharing and database-building, and ensure the development and protection of an
integrated government ICT info-structure.

Through the digital transformation of government, EGMP 2022 intends to address the
following objectives:

Optimize Government Operations

• Provide a more efficient service delivery platform.
• Integrate e-government systems, enable knowledge, information and
resource sharing as well as database building.

Engage Citizens
• Unlock insights that improve citizen services for greater connection and
participation.
• Ensure the deliveries of digital public services directly to clients are
fast, cost-efficient, and accessible.

Transform Services

• Facilitate business transactions through a streamlined processing of

licenses, permits and fees (simplify requirements, streamline procedures).

Empower Government Employees

• Deliver productivity gains that improve impact.

• Enhance the capacity and capability of government workforce to improve
the internal efficiency and public service delivery.

The EGMP 2022 serves as the blueprint for a harmonized government information
system. This plan outlines DICT’s intent of developing the country’s e-Government systems
through the digital transformation of basic services that cut across the whole-of-government.
The goal is to achieve a One Digitized Government for the country.

Figure 2: One Digitized Government Philippines Logo

e-Government Building Blocks and Ecosystem

EGMP 2022 refines the building blocks of its predecessor plan by considering the enabling
trends of the National ICT Ecosystem Framework (NICTEF), which include among others Internet
of Things (IoT), Artificial Intelligence (AI) and Big Data, as well as the salient provisions of the
National Cyber security Plan (NCSP) 2022 and National Broadband Plan (NBP), issued in 2016 and
2017, respectively.

The foundation upon which the structure of e-Government has been transformed from
Infrastructure to Infostructure catering to digital applications, systems, and services. The stability
of foundational ICT info-structure is crucial as it enhances interoperability within government,
across regions and with citizens who need to access services. It must also address the demands
of the entire bureaucracy, including all branches and levels of government, thereby justifying the
whole-of-government approach to achieving a One Digitized Government (see Figure 3).
 Figure 3. EGMP 2022 Building Blocks & Ecosystem

The wall that frames the structure and in which everything is built in is the E-Government
Framework. The inclusive activities are composed of the Government Common Platform,
Software Standards and Registries. A wide range of stakeholders (government, employees,
businesses, and citizens) may participate in e-governance through the main channel, the National
Government Portal (NGP).

In EGMP 2022, the NGP is the primary gateway of government online services. This
contributes to the fulfilment of DICT’s mandate of ensuring universal access to quality,
affordable, reliable and secure ICT services. NGP will allow faster and easier delivery of public
services and reduce the number of visits of the public to agencies for government transactions
as stipulated in the State of the Nation Address 2016. NGP is a DICT commitment to ensuring
people-centered, clean, and efficient governance as part of enhancing the social fabric, whether
internally to government employees (G2E), or between government agencies (G2G) or with
external clients (e.g. businesses (G2B), citizens (G2C).

Contributing to the protection of Governance Structure, Policies and System is a whole-

of-government security system providing for technological, human and organizational
interventions amidst a field that is in constant and rapid change. A Secure and Connected
Infrastructure and Environment are necessary to ensure reliability, effectiveness, stability and
resilience of all e-government services. This requires addressing hardware, software, and human
capacities through capability development and trainings on emerging technology trends as
identified.

Expected Outcomes from the EGMP 2022

With government digital transformation on its way, the EGMP 2022 is expected to:

1. Bring cohesion to the ICT programs of the government that has historically been
developed in silos. Given a top-down model most agencies are accustomed to, it has the potential
of permeating the strategic and tactical areas of government operations;

2. Rationalize all ICT development initiatives across government to converge into a

standards-based framework; and

3. Promote opportunities for acculturation and re-habituation (mind-set formation)

to affect the way people in government think and how they view their services— not in terms of
fixed bureaucratic roles, but rather in terms of connections— where collaboration and
information-sharing becomes an accepted norm, while also recognizing the need to protect and
secure individual rights and privacy of the citizens, whose data it maintains.

For this digital transformation to happen then governmental systems must be considered
as one platform wherein data in governments’ hands has to be secured and protected by
government; have a shared standard; no redundant applications; and its application providers
will be guided by a common framework when developing e-government services.

Philippine Digital Governance Transformation

The digital transformation of the Philippine governance builds on the successes in the
application of e-government programs. It focuses on the next stage of digital transformation. It
will take advantage of lessons learned and best practices, continue to improve on them and find
new ways of providing online services to people. It aims to transform the government into a
digital platform providing transparent and accountable governance, efficient operations, direct
citizen engagement, and innovation.

Digital Transformation as a Platform of Transparency and Accountability in Governance

Transparency and accountability in governance requires more than just the publication
or conspicuous posting of a citizen’s charter on the wall of a government agency’s reception area.
Transparency involves process and procedural accountability.

There is a pressing need to continue to advocate procedural accountability by

transforming the way work is done. Government agencies need to transition from highly manual
and agency-centric way of doing things, to an ICT-enabled and customer-centric way, enabled
with workflows that track details of how work is performed, who performed it, and when it was
performed. Tracking must provide granular level details in real-time – allowing the transacting
public to know the status of their requests at any given point in time.

This provides the transacting public or citizens with information that is actionable from
their end, empowering them to act, rather than being forced to wait for the agency to find the
time to respond to their requests. It transforms the bureaucracy into a service-oriented
organization.

By enhancing transparency in governance, the government, as a whole, can more than

conform to the provisions and prescriptions of Republic Act 9485, also known as the Anti-Red
Tape Act of 2007, as amended by Republic Act 11032 or the Ease of Doing Business and Efficient
Government Service Delivery Act of 2018, which aims to not only to reduce the bureaucracy in
government but more importantly improve the efficiency, quality, speed of disposition, and
delivery of government services to the general public.

Digital Transformation as a Platform of Efficiency and Agility in Government Operations

Increasing the speed and agility of government agencies in the delivery of its services to
the general public will remain the heart of the government’s anti-red tape programs. It isn’t about
how government does it which matters, but that it gets done as quickly as possible.

Efficiency and a sense of expediency need to be made integral to the way government
agencies design their service processes and procedures, while agility in operations must also be
made an important performance indicator of the agency in the dispensation of its duties.

Service efficiency and agility in the delivery of service are naturally and inextricably bound
to the levels of transparency of governance employed by government agencies. The more
transparent the process and procedural environment, the more efficient the operating
environment becomes.

Digital Transformation as a Platform of Direct Citizen Engagement

Citizen engagement unlocks insights to improve delivery of digital public services for
greater connection and participation of the public to the government.

The government must provide and maintain a secure environment that assures
immutability across all registries or repositories. It must also provide a well-defined and well-
designed ecosystem enabled by a supporting info-structure, policies, processes, procedures that
promote a contextual trust framework.

Furthermore, the government will be able to boost and scale-up systems that promote
inter-agency collaboration and data cross-checking which serve as a persistent mechanism to
validate specifics about a transactional record thereby progressively improving the quality,
credibility and accuracy of shared data, person identification, as well as enhance the quality of
data of the interactions between citizens and government agencies.

Digital Transformation as a Platform of Innovation

Government could systemically orchestrate its resource to build on the country’s current
strengths while simultaneously providing intervention strategies in the economy’s weak points
by becoming a platform of innovation.

By openly engaging citizens and businesses, the government is in a unique position to

moderate and facilitate a platform of innovation through open collaboration with the desired
end of creating new knowledge that becomes the basis for creating new products, applications
and services.
 Executability of the Masterplan

An important consideration in the formulation of any masterplan is its “executability” or

the ability to execute a plan from paper to the realization of its full potential.

• Each agency must contribute to the overall effort of producing standard processes for the
whole of government.
• A central culture of learning in government and continual improvement is imperative
• The government must consider prioritizing policies that enhance the “executability” of
the masterplan.

In summary, the EGMP 2022 is the Philippine government’s living plan that builds on past
experiences, recognizes present challenges and achieves the vision of a “One Digitized
Government.” This entails the review of key policy areas and related studies, review of existing
and propose e-governance initiatives as well as consultations and workshops. Upon its
implementation, EGMP 2022 shall enhance organizational and inter-governmental coordination,
address personnel and capability issues in utilizing ICTs for more efficient operations, public
service delivery, and support businesses to perform more effectively.

REFERENCES:

https://ictecosystem.org.ph/wp-content/uploads/2019/06/EGMP_Book_Abridged_vp05.pdf retrieved
on July 1, 2020

https://www.researchgate.net/profile/Richard_Schwester/publication/228704019_Examining_the_Barri
ers_to_e-Government_Adoption/links/00463525ff8a9e2c47000000.pdf retrieved on July 1, 2020