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TRUST IN E-GOVERNMENT TECHNOLOGIES: CITIZENS SURVEY IN SAINT PETERSBURG
Vidiasova, L.; Trutnev, D.; Tensina, I.; Vidiasov, E.; Bershadskaya, E.
The paper presents the results of a survey St. Petersburg residents about trust in e-government technologies. The study was based on the ideas of actor-network theory and the approach of social construction of technology (SCOT). 600 respondents took part in the survey (sampling error does not exceed 4%, with a 95% confidence level). The study proposes an approach to cyber-social trust in the field of e-government technologies: online services provision, citizens e-participation in the management of the city, social networking etc. The creation of e-government, e-services and the introduction of smart city technologies is aimed at creating various types of public values: operational, political and social. One of these important public values is the growing trust in state institutions, the services they provide, and the technologies used. At the same time, the initial level of citizens' trust is an important factor for the successful generation of public values expected as results of the development projects. Obviously, this level of trust directly affects the proportion of citizens who make a conscious decision to use the offered electronic services and, as a result, the degree of realization of the benefits expected by the initiators of these innovative projects. The level of citizens' confidence in receiving public services on the Internet has reached 45%, in electronic applications 41%, in working with electronic petitions 38%, in communication with authorities through social networks 15%. According to the study, residents of St. Petersburg consider a personal visit to state authorities a more effective way to solve urban problems (19%), while the proportion of citizens who believe in the effectiveness of Internet portals remains insignificant (5%).