Factors that constrain or inhibit virtualization in a government-to-citizen electronic service

This study investigated the factors that constrain or inhibit process virtualization in a government-tocitizen electronic service using evidence from the Ghana Driver and Vehicle Licensing Authority. Hitherto, most e-government projects are regarded as total failure or partial failure. Some reasons for these failures result from the unwillingness of citizens to use the services provided. In this paper the authors used the process virtualization theory to empirically investigate which aspects of the driver licensing process citizens would want online. The research was conceptually based on the examination of sensory, relationship, identification and control and synchronism requirements as characteristics of a virtual process. We report on a complete collected survey data of 317 respondents. The results indicate that process characteristics in the form of requirements affect citizens' willingness towards using virtualized processes in registering and writing exams in order to acquire a drivers' license.