Understanding the Adoption, Use and Diffusion of e-Services in Abu Dhabi Police Force: A Development Perspective

Understanding the Adoption, Use and Diffusion of e-Services in Abu Dhabi Police Force: A Development Perspective

Information and Communication Technologies (ICTs) are becoming increasingly prevalent in peoples’ daily lives due to the development and e-government initiatives. This research paper aims to identify and understand factors affecting the diffusion, adoption and use of e-services in a public sector organisation, in this case, Abu Dhabi Police Force (ADPF) in the United Arab Emirates (UAE). A qualitative approach involving 200 participants’ interviews was used in this study. The questions used in the interviews were based on a conceptual framework that applied certain constructs taken from Diffusion of Innovations Theory (DOI), Technology Acceptance Model (TAM) and e-Commerce’s Trustworthiness models. The research study results displayed that age, education, position within an organisation and job that an individual is involved with inhibit or encourage the use and adoption of e-services. The contributions from this research are anticipated to be a better understanding of the diffusion, adoption and use of e-services in the UAE region. For industry the findings offer a diverse perspective as they provide some information on the impacts of demographics in public sector organisations, something minimal in e-government and e-services research. Policymakers, particularly in the UAE and developing countries can learn of departments and personnel demographics where their efforts can obtain more success than others.