Citizen Perspectives on Trust in a Public Online Advanced Traveler Information System

The role of government in providing services to the citizen has been dramatically transformed with the evolution of the Internet and information and communication technologies. Now, government electronic services must not only be effective in their delivery but must also invoke citizen engagement in order to realize its significant contribution. Previous e-Government research has shown that trust in government electronic services is a critical factor in invoking citizen engagement. This study uses a grounded methods approach to understanding factors that affect citizen attitudes toward an online advanced traveler information system (ATIS) in Minneapolis, MN as elicited from users. Focus group discussions were analyzed to identify patterns that signify trust in e-Government systems. The results of this qualitative study include the elements of trust that are important to citizens using e-Government systems, not only as it applies to the online information systems, but in relation to the physical service that the online service represents.