Evaluation Metrics for e-Government System and Services

Melek KARATAŞ

International Journal of Trend in Scientific Research and Development, 2020

The application of Information Technology in government is not only based on the desire to create a more efficient government, but also to improve the public access to information and the quality of services developed by the government. This study measures the extent of the quality of citizens’ aspirations service at Badung Communication and Information website. The method used is the E-Govqual method, since it was created specifically to assess government-owned websites. E-Govqual itself has 22 attributes which are divided into five variables; namely Ease of Use, Trust, Reliability, Content and Appearance of Information, and Citizen Support. The data collected were analyzed using the Importance Performance Analysis (IPA) method in order to obtain indicators that are in need of improvement or to be maintained based on users' perceptions and expectations. The result of the analysis shows that the citizens’ aspirations service at Badung Communication and Information website is sti...

International Journal of Computing Sciences Research

Purpose-To determine the key features, key performance indicators and framework for successfully implementing an e-governance system. Method-Exploratory research was made to understand better the opportunities and challenges in implementing an e-governance system. Six highly urbanized cities (HUC) were compared: Manila, Taguig, Pasay, Makati, Quezon, and Davao. To categorize, the three blocks of eGovernment services were utilized in grouping the process and features in the system: Government to Citizens (G2C), Government to Business (G2B), and Government to Government (G2G). These services were grouped according to each egovernment block to determine commonalities and unique features. Results-In this study, the researchers identified four communication channels used by each city such as web portal, social media, mobile application, and web application. In addition, the common e-services for each block are: In the G2C category, the researchers have the real property tax, local civil registry, and community announcements e-services. In G2B, the researchers have occupational/health permits, business permit licensing, and business tax as the commonly offered e-services. Conclusion-This study identifies the types of e-government services and shows how the main components of the application can be categorized. In implementing an egovernment system, it is highly recommended to start with the common G2C and G2B services. It is also essential to use multiple channels such as web portals, social media, mobile apps, and web apps to reach the different personas of the communities and to communicate government activities faster. Recommendations-To further this study, the researchers recommend empirical research using persona-based journey maps to establish the link of the KPIs mentioned in this study. 2006 Practical Implications-This research can be used by cities and municipalities still in the early adoption phase of e-governance systems. The standard e-government services can serve as a baseline for developing mobile and web applications to serve citizens and businesses better.

Proc. European and Mediterranean …, 2007

The e-government field is growing to a considerable size, both in its contents and position with respect to other research fields. The government to citizen segment of egovernment is taking the lead in terms of its importance and size. Like the evaluation of all other information systems initiatives, the evaluation of egovernments in both theory and practice has proved to be important but complex. The complexity of evaluation is mostly due to the multiple perspectives involved, the difficulties of quantifying benefits, and the social and technical context of use. The importance of e-government evaluation is due to the enormous investment of governments on delivering e-government services, and to the considerable pace of growing in the e-government field. However, despite the importance of the evaluation of e-government services, literature shows that e-government evaluation is still an immature area in terms of development and management. This work is part of a research effort that aims to develop a holistic evaluation framework for e-government systems. The main aim of this paper is to investigate the citizen' perspective in evaluating e-government services, and present a set of evaluating factors that influence citizens' utilization of e-government services. These evaluation factors can serve as part of an e-government evaluation framework. Moreover, the evaluation factors can also be used as means of providing valuable feedback for the planning of future egovernment initiatives.

The main objective of every government is to provide efficient and effective services to citizens. Recently the Greek Government has devoted significant effort to streamlining business processes using ICT to better manage public administration resources. To this end, public sector services are designed so that they are accessed through single points, while increasing transparency and reducing cycle time for executing processes and disseminating information to civil and other agencies. To control the services provided by state agencies and to improve them continuously, it seems essential that they are continuously evaluated by users. E-government needs to be grounded on in-depth understanding of user needs, perceptions and other factors influencing its uptake. This paper focuses on the field of e-government and more precisely describes an evaluation method for investigating the success of an e-government project. Specifically, a technology adoption model is proposed and developed, wh...

Every nation, organizations, business houses are trying to find the ways that will reduce their resource consumption meanwhile maximize the benefits to their citizens, clients, customers and others stakeholders. Use of information and technology has helped us to make our personal and professional life comfortable. Many countries, having accepted the capacity of IT in transforming the systems of governance and have adopted e-governance as the preferred model for delivering services to their citizens. Information Technology (IT) has become an obligatory part of our daily lives and we continue to rely on it increasingly as it takes a central space in both our personal and public sphere.

The use of information and communications technology (ICT) is increasing every day and organizations have to adopt their services with it. E-Government is one of the recent trends in using ICT in developed and developing countries which refers to the use of ICT by the governments to deliver online governmental services to the citizens as well as industries. This article explores the challenges and opportunities of information technology in governmental organizations and discusses the challenges of implementing e-Government in developing countries such as Afghanistan. Using e-Government, citizens are able to have access to the government services 24/7, which makes government services more transparent, decrease costs, higher quality, and more time-efficient. Therefore, the citizens have easier access to their services. In this article, the authors argue that the public administration processes have to be adopted with the new technologies to ensure reliability and transparency. The research was based on Herat Municipality organization which needed an information system to facilitate the process of property registration and tax payment for the citizens. Challenges and opportunities discussed and the best solution as an information system was provided.

Encyclopedia of Information Science and Technology, Second Edition

Although the question of measurement is crucial when defining any concept, little attention has been devoted to a comprehensive view of information and communication technologies (ICTs) applications, spanning qualitative and quantitative assessments. Due to the lack of a clear definition of e-government, many differences can be noted in the way in which digital policies have been interpreted by academics and practitioners. Coined by the U.S. programme for reinventing government under the Clinton administration (National Performance Review), the term e-government refers to a public sector reorganisation which aims at increasing the efficiency of the public administration and reducing its budget through the use of new technologies. In the words of Douglas Holmes (2001), e-government is “the use of information technology, in particular the Internet, to deliver public services in a much more convenient, customer oriented, cost effective and altogether different and better way. It affect...

This article it's presenting the citizens motives to choose the modern methods for delivering the governmental services (electronically/technologically) in replacement for old, traditional methods of delivering. Studies made until now are presenting factors that are related to the citizens decision making to consider and evaluate correctly the e-services that are been delivered through the new technological mechanisms. All points of view that have been taken in to consideration have at the base a combination of multiple models found it in the literature. The word is not changed by technologies or by the e-services delivered; it is changed by the people that are using it. The governments are investing huge amount of money in e-government and e-services programs that are not used by enough people.

IOP Conference Series: Materials Science and Engineering

E-Government is an information system implementation conducted by the government to improve the effectivity and efficiency of the governance. The applications to be developed in the e-Government must be able to be used and its usage shall give vast effects on the achievement of the civil service purposes. This article will discuss the analysis of the determinant criteria to be considered in the implementation of e-Government. The findings of this study are criteria that need to be considered in of e-Government, starting from the most important issue, namely: function; system security; user-friendliness; and application menu display. This research contributes to the establishment and assessment of the e-Government implementation criteria, which further will be used by the government or the software developers in designing the e-Government application.