Evaluating global e-government sites: A view using web diagnostics tools

Abstract

Several governments across the world have embraced the digital revolution and continue to take advantage of the information and communication facilities offered by the Internet to offer public services. Conversely, citizens’ awareness and expectations of Internet based online-public-services have also increased in recent times. Although the numbers of the different national e-Government web portals have rapidly increased in the last three years, the success of these portals will largely depend on their accessibility, quality and privacy. This paper reports the results of an evaluative study of a cross-section of e-Government portals from these three perspectives, using a common set of performance metrics and Web diagnostic engines. Results show that not only are there wide variations in the spectrum of information and services provided by these portals, but that significant work still needs to be undertaken in order to make the portals examples of ‘best practice’ e-Government services.