An Analysis of Policy and Practice in E-Governance Implementation: A Case Study of the Lao Social Security Organization Headquarters in Vientiane Capital, Lao PDR

Abstract

This research investigates the discrepancies between e-governance policies and their practical implementation at the Lao Social Security Organization (LSSO) Headquarters located in Vientiane Capital, Lao PDR. The study is framed by a comprehensive theoretical model that combines the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT), the Technology-Organization-Environment (TOE) framework, and the Information Systems Success Model (ISSM). Utilizing a convergent parallel mixed-methods approach, the research team gathered quantitative data from 206 participants, with 109 active users of LSSO digital services completing the entire survey that assessed 11 constructs. Additionally, qualitative insights were obtained through semi-structured Key Informant Interviews (KIIs) with six LSSO employees from the IT, Public Relations, and Legislation departments. The internal consistency of all eleven constructs was found to be acceptable to excellent (Cronbach's alpha = 0.717-0.917). The results indicate that the digital transformation of LSSO is not primarily hindered by technical failures or user distrust but rather by three interconnected gaps: 1) an awareness and communication gap, where low user awareness, rather than lack of trust, poses the main obstacle to adoption; 2) a service quality gap, wherein negative experiences at partner hospitals under the Ministry of Public Health diminish user satisfaction with LSSO's platform; 3) an informal sector coverage gap, exemplified by a 47.1 percent non-user rate among informal and voluntary workers. Furthermore, the detailed findings reveal that ease of use and system quality are significant predictors of user satisfaction, while awareness and trust influence service utilization. Although facilitating conditions and social influence both partially predict continued usage intentions, social influence emerges as the strongest single predictor of both usage behavior (r = 0.728) and satisfaction (r = 0.737). This study contributes empirical insights into institutional-level e-governance implementation in Lao PDR, highlighting cross-ministerial service spillover as an overlooked aspect of the policy-practice gap. Practical recommendations are categorized according to the level of institutional authority necessary for their implementation.