Please use this identifier to cite or link to this item:
http://bura.brunel.ac.uk/handle/2438/8438
Title: | Evaluating e-Government services from a citizens' prespective: A reference process model |
Authors: | Tsohou, A Lee, H Irani, Z Weerakkody, V Osman, I Latif, AA Medeni, T |
Keywords: | Reference process model;Evaluation;E-services;Public administration |
Issue Date: | 2012 |
Publisher: | Brunel University |
Citation: | Mediterranean & Middle Eastern Conference on Information Systems (EMCIS 12), Munich, Germany, 2012 |
Abstract: | Evaluating and optimizing e-government services is imperative for governments especially due to the capacity of e-services to transform public administrations and assist the interactions of governments with citizens, businesses and other government agencies. Existing widely applied evaluation approaches neglect to incorporate citizens’ satisfaction measures. Several citizen satisfaction models and indicators have been suggested in academia; however a reference process model that can assist practitioners to apply these performance measures is missing. In this paper we draw upon the evaluation approach proposed by the EU funded project CEES and propose a reference process model that captures re-usable practices for e-government evaluation from a citizens’ perspective. The novelty of the proposed approach is that using DEA for evaluating the e-services the assessment results in suggestions for strategic improvement of the e-services. |
URI: | http://bura.brunel.ac.uk/handle/2438/8438 |
ISBN: | 978-1-908549-03-7 |
Appears in Collections: | Business and Management Publications Brunel Business School Research Papers |
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