Adoption of Voice Biometrics in the Kuwaiti Public Sector: A Study of User Perceptions and Acceptance Factors
Keywords:
Digital open government, E-government, Voice recognition, Biometrics, Users’ perceptionsAbstract
The research proposes a detailed study of government employees' perceptions regarding the introduction of biometric authentication, such as voice recognition, at their respective workplaces in the State of Kuwait. Studies were conducted among employees to identify factors that influence their adoption of new technology, thereby improving the adoption of voice recognition technology in other digital open government (DOG) applications. To obtain the required data for this study, a questionnaire was administered to managers, middle managers, and employees from four government organizations in the State of Kuwait to understand employees' perceptions of voice recognition. The study found a notable cultural and digital gap between the authentication solutions required by management and employees' technological knowledge. Due to the potential for misuse, a lack of trust in the newly introduced technology, and differing management intentions, managers feel more responsible for minimizing the prevalent gaps. In the context of biometric voice recognition implementation, it was essential to address employee resistance. It is highly recommended to have proper orientation and knowledge in biometrics, much before the introduction of the technology into the organization.
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