Abstract

Background: Mobile phones have become an integral to daily life, and are our constant companions. They not only enhance our capabilities in terms of communication but also open new dimensions of engagement with the government. This study examines the empowering potential of mobile phone applications for mobile-based e-government, also known as m-government.

Methods: This study is qualitative in nature, drawing on academic literature and expert opinions. We have employed the Total Interpretative Structural Modelling (TISM) technique to uncover the hidden relationships between application design factors and four major dimensions of empowerment. Finally, Matrix of Cross-Impact Multiplications Applied to Classification (MICMAC) analysis is conducted, categorising each identified factor based on its interdependencies.

Results: The study identifies eight critical application design factors/dimensions that can enable respective empowerment dimensions for the citizens. Factors including user experience, user support & information, interactivity, and compatibility contribute to the emotional empowerment of the user. Engagement is pivotal in enhancing cognitive empowerment. Connectivity/networking contributes to users’ relational empowerment. Functionality & features, and transaction & payment strengthen users’ behavioural empowerment. TISM and MICMC analysis were employed to examine the causal relationships and relative importance of each factor in empowering people through mobile applications in the context of developing economies.

Conclusion: Going beyond traditional discussion of adoption and usage from a policy design perspective, this research contributes to the literature by establishing a foundational framework for next generation application design aligned with development policies. This framework will facilitate sustained citizen participation and long-term engagement. From a practical standpoint, this study provides actionable insights for institutions to strategically target diverse empowerment dimensions by embedding design factors that are aligned with these dimensions.

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