TY - GEN
T1 - Improving e-government services for non-English speaking background (NESB) communities in Australia
AU - Mohammad, Mohammad
AU - Lan, Yi-Chen
PY - 2012
Y1 - 2012
N2 - Australian government agencies have a natural desire to provide migrants a wide range of opportunities. Consequently, government online services should be equally available to migrants with a non-English speaking background (NESB). Despite the commendable efforts of governments and local agencies in Australia to provide such services, in reality, many NESB communities are not taking advantage of these services. This article - based on an extensive case study regarding the use of online government services by the Arabic NESB community in Australia - reports on the possible reasons for this issue, as well as suggestions for improvement. The conclusion is that Australia should implement ICT-based or e-government policies, programmes, and services that more accurately reflect migrant cultures and languages so that migrant integration can be more fully accomplished. Specifically, this article presents an NESB model that adopts the value of user centricity or a more individual-focused approach to government online services in Australia.
AB - Australian government agencies have a natural desire to provide migrants a wide range of opportunities. Consequently, government online services should be equally available to migrants with a non-English speaking background (NESB). Despite the commendable efforts of governments and local agencies in Australia to provide such services, in reality, many NESB communities are not taking advantage of these services. This article - based on an extensive case study regarding the use of online government services by the Arabic NESB community in Australia - reports on the possible reasons for this issue, as well as suggestions for improvement. The conclusion is that Australia should implement ICT-based or e-government policies, programmes, and services that more accurately reflect migrant cultures and languages so that migrant integration can be more fully accomplished. Specifically, this article presents an NESB model that adopts the value of user centricity or a more individual-focused approach to government online services in Australia.
KW - information technology
KW - Internet in public administration
KW - foreign speakers
UR - http://handle.uws.edu.au:8081/1959.7/519330
UR - http://www.waset.org/
M3 - Conference Paper
SP - 468
EP - 473
BT - Proceedings of the 2012 International Conference on Information Systems (ICIS 2012): 6-7 December 2012, Penang, Malaysia
PB - World Academy of Science, Engineering and Technology
T2 - International Conference on Information Systems
Y2 - 6 December 2012
ER -
