The main objective of the study was to underscore the importance of public participation or outreach in implementation of e-government services. Within the course of this study, specific attention is paid to Ghana.
There is a compelling need for reforms within the public sector and this has continuously occupied government's policy frameworks all around the world because of the need to "get things right" through better policy improvement and implementation. Since the beginning of the financial crisis in 2008, governments have been devising ways to use information and communication technology (ICT) to enhance the performance of the public sector. The use of e-government services have been seen as an enabler in automating a broad range of government functions.
The study focused on the Domestic Tax Division of the Ghana Revenue Authority. The study relied on e-government theories, public policy theories, activities of the Ghana Revenue Authority in e-government service provision and the involvement of the public in their implementation. The study recognized that the Domestic Tax Division of the Ghana Revenue Authority, unlike other businesses, does not decide who they choose as their clients and are expected to serve everyone regardless of their background or where they are located.
The study concludes that agencies implementing e-government services have to consider that, a significant part of society lacks information on the use of e-government services and therefore must be involved in the participation process of e-government services of tax administration to help achieve better outcome.
Table of Contents
1. INTRODUCTION
1.1 Background of The Study
1.2 Objective of the Study
1.3 Research Question
1.4 Organization of the Study
2. LITERATURE / THEORETICAL PERSPECTIVE
2.1 Introduction
2.2 E-Government / Government to Citizens (G2C)
2.3 Background To E-Government Development in Ghana
2.4 Public Engagement and E-Participation
2.5 Dimensions of the E-Government Environment
3. CASE STUDY ORGANSIATION
3.1 Summary Profile of the Domestic Tax Division: Ghana Revenue Authority
4. DISCUSSION AND CONCLUSION
4.1 Introduction
4.2 Participation and The Domestic Tax Division, Ghana Revenue Authority
4.3 Policy Implementation: Socio-Economic Context
4.4 Conclusion
Objectives and Core Themes
This paper examines the critical role of public participation and outreach strategies in the successful implementation of e-government services, specifically within the context of the Domestic Tax Division of the Ghana Revenue Authority. The research explores how engaging citizens is essential to overcoming adoption barriers, improving service delivery, and achieving government revenue targets through more inclusive, citizen-centered digital systems.
- The impact of public outreach on the adoption of e-government services.
- Challenges in citizen-centered e-government implementation in developing economies.
- The relationship between public participation and tax compliance.
- Strategies for integrating socio-economic context into e-government policy design.
- The operational structure and digital initiatives of the Ghana Revenue Authority.
Excerpt from the Book
Participation and The Domestic Tax Division, Ghana Revenue Authority
It is essential that every government policy collects the best ideas to solve or achieve the stated public goal. For the most important parts, these ideas begin with government and happen behind closed doors. Times have changed and today many government policies cannot achieve the needed results if done in the closets. Clearly, government and the public or citizens must engage to allow them to work through the issues and arrive at solutions together. Empowering citizens through participation will ensure ideas are co-generated in a way to make implementation and the capacity to use the service suitable. Enabling the right conditions for integrated services is a requirement for maximizing the benefits of e-government for citizens. Access to information about tax administration processes is crucial for businesses and citizens. Often the lack of information creating a hidden information problem or a hidden action problem situation brings about middle men activities that hampers the interest of citizens and businesses to follow due processes.
The use of engagement tools streamlined in the e-government service process can provide an up-to-date information to citizens, thus increasing their interest to be tax compliance. For example, the design of the authority’s website can have a pop-up chat section that enables clients to have prompt messaging with a designated staff. Such an opportunity to interact in a timely manner will promote usage and enhance the interest of citizens. The Ghana Revenue Authority in collaboration with the Registrar General’s Department (RGD) in November 2011 held series of sensitization workshop for the media on their e-government projects. The project which is a public-private partnership was an initiative aimed at linking the GRA to the RGD electronically to ensure GRA has access to the database of registered business for easy tracking and for tax purposes (Ghanaweb 2011). Similarly, in October 2019, The Ghana Revenue Authority with support from its partners (Star Ghana Foundation and the Citizen Movement Against Corruption) organized a capacity building workshop for stakeholders. The workshop was aimed at promoting citizen participation, service delivery and revenue mobilization. Providing the platforms, spaces, and avenues for citizen involvement is integral and such opportunities must continuously exist so that many citizens will understand and take responsibilities.
Summary of Chapters
1. INTRODUCTION: Outlines the background of the study, the research objectives regarding e-government, and the justification for investigating public participation in the Ghanaian tax sector.
2. LITERATURE / THEORETICAL PERSPECTIVE: Reviews core concepts of e-government, citizen-centered service models, and the evolution of public participation in digital governance.
3. CASE STUDY ORGANSIATION: Provides an overview of the Domestic Tax Division of the Ghana Revenue Authority, including its history, mandate, and role in domestic revenue mobilization.
4. DISCUSSION AND CONCLUSION: Analyzes the link between public outreach and policy success, emphasizing that citizen engagement is critical for overcoming implementation gaps and achieving sustainable revenue outcomes.
Keywords
e-Government, Public Participation, Outreach, Ghana Revenue Authority, Tax Administration, Citizen-Centered Services, Digital Governance, Public Policy, ICT, Revenue Mobilization, Service Delivery, Stakeholder Engagement, Socio-Economic Context, eGhana Project, Implementation.
Frequently Asked Questions
What is the core focus of this research?
The research focuses on the necessity of public participation and outreach in the implementation of e-government services to ensure they are effective and truly serve the needs of citizens.
What are the central thematic areas?
Key themes include e-government theory, the importance of citizen-centered design, the challenges of ICT adoption in public sector agencies, and the relationship between public trust and digital tax services.
What is the primary objective of the work?
The main objective is to demonstrate that successful e-government implementation requires active public participation to ensure that services are accessible, user-friendly, and effectively adopted by the target demographic.
Which methodology is applied in this study?
The study employs a case study design, focusing specifically on the Domestic Tax Division of the Ghana Revenue Authority to examine real-world applications of e-government policies.
What does the main body of the work cover?
The main body covers the theoretical foundations of e-government, the specific context of e-government development in Ghana, and a discussion on how engagement strategies can bridge the gap between tax authorities and the public.
Which keywords characterize this paper?
Key terms include e-Government, Public Participation, Tax Administration, Ghana Revenue Authority, and Citizen-Centered Services.
How does the author define the "horizontal integration" of e-government services?
The author refers to horizontal integration as the stage where systems are integrated across various functions, effectively creating a "one-stop shop" for citizens, as seen in the GRA’s eGhana portal.
Why is the role of the Domestic Tax Division significant in this study?
The division is significant because, unlike private businesses, it cannot choose its clients and must serve a diverse public, making the effective communication and implementation of digital services vital for revenue stability.
- Citar trabajo
- Stephen Tete Mantey (Autor), 2020, How Can Public Outreach and Government Business be Enhanced? The Implementation of e-Government Services in the Domestic Tax Division, Ghana Revenue Authority, Ghana, Múnich, GRIN Verlag, https://www.grin.com/document/514627
