A Suggested Framework for the Evaluation of e-Government Services

ICT in the Governance of Society, 2010

E-government (electronic government) has spread globally as a phenomenon that involves the use of information technologies supports delivery of public services. There are different actors and organisations being involved in e-government implementation and use, three of which are government organisations, businesses and citizens. In the case of government institutions, a common goal is to provide an appropriate service environment for both businesses and citizens. Citizens want to maximize their benefits received when for instance they pay taxes, and businesses have a goal to maximize profits. How to assess and improve e-government services is still a challenge in many countries. This chapter will offer some insights into the e-government phenomenon which could inform its future evaluation. The objective is to review e-government in the light of new public management (Barzelay, 2001), a term used in the last 30 years to describe new themes, styles, and patterns of public service management. This will lead us to consider alternative ways to evaluate e-government services (e-services). One of these is a technology acceptance model (TAM) to describe e-government related reforms in Albania and the Balkans region towards building a better understanding of how evaluation could be conducted. The insights from the Albanian case open up a number of opportunities that could be taken forward by policy makers, developers and other stakeholders. For those researching on e-government evaluation, the chapter offers a view of why we need to consider different aspects in the evaluation process.

2013

The study aims to gain insight into the of e-government as it has started taking place within the public sector and access the barriers that are related to its organizational structure and consequently prevent the fully incorporation and implementation of such technological efforts. In order to obtain vital and accurate information, the study adopted quantitative research methodology by using the tool of self-completion questionnaires. More precisely, this study is based on a single case study, the public administration in Greece. Moreover, the sources of data collection were relied upon primary data. Furthermore, this study revealed the organizational barriers against e-government by focusing on the major impediments as the participants captured them. Non-availability of high IT-staff, age of employees and the structure of the political regime as well as the way that the central government operates affect the structure of the public sector and are considered the most important barriers that guide to difficulties as far as e-government adoption is concerned. Indeed, Greek Public sector is facing many organizational problems and should eliminate the majority of them by undertaking radical changes and effective measures.

Handbook of Research on Public Information Technology

The impact of "e-business" on the public sector is the main source of the government's transformation towards "e-government," which refers to the public sector's efforts to use information and communication technologies (ICT) to deliver government services and information to the public. E-government allows citizens to interact more directly with the government, transforming multiple operational and bureaucratic procedures and employing a customer-centric approach to service delivery; it allows intra-governmental communication; it also offers numerous possibilities for using the Internet and other Web-based technologies to extend online government services (Gant, Gant & Johnson, 2002). Governments evaluate the best practices of e-business applications worldwide and establish policies for the development of e-government applications. The aim of this strategy is to develop and provide faster and cheaper public services and contribute decisively to the new knowledgebased economy.

2017

The purpose of this study is to assess e-government implementation in public service delivery and to examine stakeholders/customers trust on e-government service. This study applied Technology Acceptance Model (TAM) to investigate factors affect e-government implementation. The results indicate that factors ICT infrastructure, human capital, online service, risks and barriers are significantly affected ease of use and usefulness of e-government services. Specifically, I investigate two major issues in my research-(1) the intention to improve egovernment service by selected organizations (2) service provider perception on stakeholder/customer trust on e-government service provided.

Canada has been the world's leader in e-Government maturity for the last five years. The global average for government website usage by citizens is about 30%. In Canada, this statistic is over 51%. The vast majority of Canadians visit government websites to obtain information, rather than interacting or transacting with the government. It seems that the rate of adoption of e-Government has globally fallen below expectations although some countries are doing better than others. Clearly, a better understanding of why and how citizens use government websites, and their general dispositions towards e-Government is an important research issue. This paper initiates discussion of this issue by proposing a conceptual model of e-Government adoption that places users as the focal point for e-Government adoption strategy.

— Many e-Government services till date have been created based on the existing services and own understandings, rather than based on citizen's need and interests. Very little data is available about local government officials and citizen's want and need. The proposed study will analyze the use of IT and e-Governance practices, develop & document the conceptual model of e-Govt, define components, component attributes, and the component relationships for each model. The model will be based on the citizen's viewpoint which is expected to be quite different from a model based on a government agency's viewpoint. Keywords— e-Government System, use of IT, privacy and security.

2017

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. 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, which focuses on the specific characteristics of users for the on-line services of an Independent Authority. The model is essentially based on the framework of the Unified Theory of Acceptance and the Use of Technology (UTAUT2) model, which has...

management.tau.ac.il

This paper includes two parts: evaluating e-government and identifying its success factors. The evaluation and measurement of e-government services and contact channels are at the centre of the first part. A systematic study of local e-government has created an in-depth index of the local e-government in Israel, and its four sub-indices, that were extracted by factor analysis: efficiency, basic efficiency, contact with the public, and effectiveness. Interestingly enough, socioeconomic, financial, or demographic factors did not fully explain the index results and were consequently excluded as alternative explanatory factors. Questionnaires and interviews with managers and other officials provided support to the viability of a new model, termed technophilia, which is now extended to the organizational level. The technophilia model that was developed and empirically examined in a previous study concerning the process of technology adoption at the level of the individual is revealed, in this study, as a valid explanation for the e-government index results. By developing the index, observing municipal websites, and carrying out a detailed examination, we have opened the "black box" of organizational processes and portrayed the technophile managers that intuitively plan and implement citizen-oriented information systems and Internet websites and lead to technical and social change. Theoretical implications are discussed in the context of sociotechnical approaches (actor-network theory).

The aim of this paper is to develop and validate an e-government adoption model for predicting and explaining citizens' adoption behaviour, regarding the use of government to citizen (G2C) e-services and to identify the salient factors related to citizens' low adoption of e-services. The paper adopts a quantitative perspective and derives a conceptual research model that encompasses various dimensions of e-government that relate to citizen adoption behaviour within the framework of theory of planned behaviour (TPB). Both the model and the instrument used have been validated using structural equation modelling (SEM). The findings identify the major constructs, such as attitude, perceived behavioural control and subjective norms. Also, additional factors related to trust, social influence and IT penetration. The findings presented in this study provide useful insights for researchers and policy makers when designing and implementing e-government systems, enabling them to plan and design services more effectively.

Information Polity, 2005

The development of e-government in most countries is still primarily aimed at developing electronic services that customers can access via the internet. This has been matched by the methods for monitoring e-government development, which fall far short of providing a true overall assessment. Such a narrow focus on e-government has led to a significant slowdown of development in most countries. Countries have used "quick fix, quick win" solutions, while continued development require above all the development of an integrated government portal and reengineering of back-office processes. The more developed countries are therefore increasingly tailoring their e-government strategies in the direction of customer-orientation and instead of persisting with rigid organisational structures are working on integrating services and processes across individual administrative bodies and institutions and even include private businesses. The development of e-government therefore demands a holistic strategic approach that encompasses the entire public administration and is not limited to individual bodies and institutions, or individual sectors and levels of administration. The methods of monitoring, evaluating and benchmarking e-government development will have to follow the same principles. Based on critical analyses of existing approaches, this paper attempts to define the areas and aspects that must be included within the integrated approach in order to facilitate the progress of e-government towards its strategic objectives, that is the development of services based on user's needs and problems, i.e. integrated services or life-events.