Online government advisory service innovation through Intelligent Support Systems

Motivated by lessons learnt from countries with a high e‐government readiness index, we used the lens of ‘empowerment’ to understand the ways in which online Intelligent Support Systems can be successfully developed. We found that decision transparency and decision making satisfaction played key roles providing a higher sense of empowerment to the public, including their having a greater perceived power relationship with the government agency and a better feeling of being in control. This approach has improved citizens’ positive perceptions of the government agencies as service providers. These findings make a strong case for the investment in the ISS and have provided useful information for government agencies who wish to develop or improve their online advisory services.