Abstract:

The Colombian citizen has been exposed daily to armed conflicts, political patronage, corruption, violence, exclusive development, among other problems, which led the city to a culture of crisis. For the foregoing reasons that the government should do a re-engineering of government-citizen relations (government to citizenship, G2C).

Specifically, the delay of establishing G2C can be negative, because the most disadvantaged groups of the population are alienate further the acceptance and use of information technologies and communication technologies (ICT) enhancing social inequality. And it is clearly the distance between the leading countries in the information society and developing countries like Colombia in the development of G2C models.

In this context, the government of Colombia has committed to a national ICT plan, 2008-2019 (PNTIC), which focuses on three key aspects : to improve access to infrastructure, help the mass of ICT and strengthen the process of electronic government (e-government). In this direction, proposing a model G2C relevance becomes an urgent necessity.

In general, the e-government can be considered as a socio-technical system, where the social system is one consisting of people from the public and the technical system is one consisting of tools, techniques and technological knowledge, which together provide services to citizens, businesses (government to business, G2B) and government (Government to Government, G2G).

This article shows the characteristics and interactions between citizens and the government to have a proper understanding of the socio-technical nature of government-citizen relations. This is especially important where there are variables such as violence, disrespect, uprooting. These variables should be considered in the G2C model to facilitate cultural adjustment.

Regarding the acceptance of technology, the PNTIC establishes the need to redefine the government-citizen relationship through a strategy to change the public perception regarding the technology. This because there are many negative experiences in classroom technology, which had to be closed because the community is not perceived useful, easy to use, among other findings, affecting the acceptance of technological tools. This situation is evident when the state withdrew the subsidy for the maintenance and operation of technology classrooms, making the operation economically unviable.

Current models of e-government, don`t consider important socio-technical variables in the government-citizen relationship in developing countries, such as culture, organizational citizen behavior (OCB), technological acceptance (TAM) and sensitivity to cultural variables in virtual learning environments. Therefore this paper shows an state of art of these concepts in order to propose a single model that relates the concepts G2C investigated using structural equation modeling (SEM), which determines relationships of these concepts to quantitative level.

The proposed G2C model includes this process and presents a way of characterizing the culture of the city and to develop technological tools to mediate in the transformation of citizen behavior. Also it contextualizes and structure the research on e-government with the aim that the state defines public policies that impact the culture of the city from the acceptance of technology. In conclusion this G2C model defines the way for a new form of social interaction.

Keywords:

E-Government, Sociotechnical systems, Culture, Organizational Citizenship Behavior (OCB), Technology Acceptance Model (TAM), Structural equation modeling (SEM).