Abstract:

Australia is one of the culturally diverse and rich societies in the world. Such heterogeneity or pluralism has both advantages and challenges. Providing support to and for the integration of migrants, especially among those with a non-English speaking background (NESB), is a must for the Australian government. Investments in information systems (IS) have resulted in the use of information and communication technology (ICT) to raise public awareness about the country’s policies, programs, and services. However, communication issues emerge between the government’s online IS and the NESB migrants and their communities.   With their increasing significance in Australia’s socio-economic and political landscape, it is necessary not only to identify and understand the needs of NESB migrants, but as well as to determine the barriers that NESB migrants experience with regard to government online services. By examining Technology Acceptance Theory (TAT), Reasoned Action Theory (RAT), and Planned Behaviour/Structural Behaviour Theory (PB/SBT), a hybrid NESB model that emphasizes user-centricity is proposed. Interview findings involving several Arab residents also reveal that language and low computer skills are among the reasons why many NESB immigrants are either discouraged or are not using government online services. The study recommends that heterogeneous countries like Australia need to implement ICT-based or e-government policies, programs, and services that reflect culture and language sensitivity to effect meaningful and effective migrant integration. Further research implications are also cited.