Usability of Online Government Services In Saudi Arabia

Abstract

Over the past year, every aspect of our lives has been impacted by Covid-19. This has increased people's reliance on technology in accessing vital services such as healthcare. Another sphere wherein an increased reliance on technology is found is that of government services and programmes. There has been a push to enhance the technological capabilities of government platforms to address issues of usability for people. The aim of this study is to better understand the usability of the Saudi government's online services and programmes. Attention will be paid to the perception of patients towards such telehealth services. Data was collected from patients who had used telehealth and through a major hospital in Mecca, Saudi Arabia. The data was analysed using suitable statistical techniques. Low levels of perception about telehealth tools and their usefulness led to a poor perception of the future scope of using telehealth beyond the current COVID period. High educational levels and low levels of awareness and usefulness perceived on telehealth by the patients also led to predictive models of low levels of future scope. The results were explained based on traditional Islamic culture standing as a barrier to improvement of education for critical thinking and too much emphasis on religious and Arabic lessons preventing adoption or adaptation of technology from the Western world. The Saudi government needs to take steps to improve awareness of telehealth and its education system towards acceptance of modern technology for continued use of telehealth tools in future. There are lessons to be learnt from this study for the government’s other services and programmes as well. This is especially important as the government is trying to implement self-management systems for chronic patients and the need to achieve the goals of its Vision 2030 currently under implementation.