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dc.contributor.authorOsman, IH-
dc.contributor.authorAnouze, AL-
dc.contributor.authorIrani, Z-
dc.contributor.authorLee, H-
dc.contributor.authorMedeni, TD-
dc.contributor.authorWeerakkody, V-
dc.identifier.citationOsman, I.H., Anouze, A.L., Irani, Z., Lee, H., Medeni, T.D. and Weerakkody, V. (2019). A cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values. European Journal of Operational Research, 278(2), pp.514–532. doi: 10.1016/j.ejor.2019.02.018en_US
dc.description.abstractElectronic government services (e-services) involve the delivery of information and services to stakehold- ers via the Internet, Internet of Things and other traditional modes. Despite their beneficial values, the overall level of usage (take-up) remains relatively low compared to traditional modes. They are also chal- lenging to evaluate due to behavioral, economical, political, and technical aspects. The literature lacks a methodology framework to guide the government transformation application to improve both internal processes of e-services and institutional transformation to advance relationships with stakeholders. This paper proposes a cognitive analytics management (CAM) framework to implement such transformations. The ambition is to increase users’ take-up rate and satisfaction, and create sustainable shared values through provision of improved e-services. The CAM framework uses cognition to understand and frame the transformation challenge into analytics terms. Analytics insights for improvements are generated us- ing Data Envelopment Analysis (DEA). A classification and regression tree is then applied to DEA results to identify characteristics of satisfaction to advance relationships. The importance of senior management is highlighted for setting strategic goals and providing various executive supports. The CAM application for the transforming Turkish e-services is validated on a large sample data using online survey. The results are discussed; the outcomes and impacts are reported in terms of estimated savings of more than fifteen billion dollars over a ten-year period and increased usage of improved new e-services. We conclude with future research.en_US
dc.description.sponsorshipThe authors would like to acknowledge the funding support for the CEES project (C-E-E-S: Citizen Oriented Evaluation of E- government Services: a reference model) funded by “FP7-PEOPLE- IAAP-2008 - Marie Curie Action: Industry-Academia-Partnerships and Pathways”under grant agreement: 230658.en_US
dc.subjectBehavioral ORen_US
dc.subjectData Envelopment Analysisen_US
dc.subjectMultiple criteria analysisen_US
dc.subjectOR in governmenten_US
dc.titleA cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared valuesen_US
dc.relation.isPartOfEuropean Journal of Operational Research-
pubs.publication-statusPublished online-
Appears in Collections:Brunel Business School Research Papers

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