Role of France Services satellite outreach advisors and effective help intervention in adoption of e-government services (notice n° 492290)
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| fixed length control field | 04669cam a2200325 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121075021.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Leroux, Erick |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Role of France Services satellite outreach advisors and effective help intervention in adoption of e-government services |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2023.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 51 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Les plans de développement de l’e-administration incluent désormais un volet de lutte contre l’illectronisme et d’accompagnement des usagers dans leur démarche en ligne. Notre recherche analyse les effets et l’efficacité d’un dispositif d’accompagnement-aide en e-administration. Elle s’inscrit dans un nouveau courant de recherche qui identifie l’impact de l’aide sur les facteurs facilitateurs et inhibiteurs de l’usage d’une technologie. L’originalité du modèle tient à ce qu’il explique l’effet de l’organisation de l’aide sur l’appropriation des démarches en ligne. Il inclut les trois phases de l’adoption affectées par l’aide : acceptation a priori expliquant le recours aux maisons de France Services, effet de l’organisation de l’aide sur l’acceptation d’une technologie et enfin mesures de l’appropriation de la technologie ou dépendance à l’aide. Les résultats de l’étude réalisée par enquête auprès de 248 agents de France Services font apparaître l’effet de certains traits organisationnels qui affectent la facilité d’usage acquise et l’utilité perçue en agissant respectivement sur l’attitude des usagers face à la dématérialisation par les explications délivrées et par le succès de l’aide apportée. Ils révèlent de façon originale un comportement de dépendance à l’aide s’expliquant par l’anxiété et par la qualité du service rendu. Ces analyses sur l’action des maisons de France Services sont construites à partir des perceptions de leurs agents. En effet, le public qui sollicite cette aide est par essence en difficulté et n’a pas la capacité, en raison de l’effet dit de Kruger-Dunning, d’évaluer son autonomie et la qualité du service fourni. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | French e-government development plans now include a project strand on working against digital illiteracy and providing hands-on help to people who struggle with completing procedures online. Our research analyzes the effect of a help-and-handholding support system on adoption and uptake of e-government. It joins up with a new stream of scholarship to identify the impact of this help on the factors that inhibit and facilitate the use of new technology. The model proposed is original in that it explains the effect of help-and-handholding system organization on uptake of online interaction with government. The model includes all three phases in the trajectory to adoption: a priori acceptance which explains what drives users to turn to France Services outreach satellites for help, the effect of how the human-help support is organized on technology acceptance, and measures of effective technology uptake of help-dependency. The results of a survey on 248 France Services advisors reveal the effect of certain organizational features that affect perceived usefulness and acquired ease of use by influencing service-user attitude to digital transformation through the explanations given and the successful outcome of the help intervention. The results bring a further novel contribution by revealing a pattern of human-help dependency on that can be explained by level of computer anxiety and quality of help service delivered. Our analyses on France Services outreach satellite action are constructed and grounded in the perceptions of the satellite agents themselves. As users who turn to France Services satellites for help by definition lack digital competence, they also – due to the Dunning-Kruger effect – lack the ability to accurately assess their own competence and the quality and impact of the service provided. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Illectronisme |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Appropriation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | France Services |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Dépendance des usagers |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | E-administration |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Appropriation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | User dependency |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Illectronism |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | France Services |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | E-administration |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Pupion, Pierre-Charles |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Lancella, Fabienne |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | McCulley, Glen |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Gestion et management public | Volume 11 | 3 | 2023-12-13 | p. 37-72 | 2116-8865 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-gestion-et-management-public-2023-3-page-37?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-gestion-et-management-public-2023-3-page-37?lang=en&redirect-ssocas=7080</a> |
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