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Towards efficient and effective e-service delivery: Addressing the challenges of e-service evaluation in local government
Umeå University, Faculty of Social Sciences, Department of Informatics.
2012 (English)In: Transformational Government through eGov: Socio-economic, Cultural, and Technological issues / [ed] Y. Dwivedi & M. Akhter & Norm Archer, UK: Emerald Group Publishing Limited, 2012, 155-188 p.Chapter in book (Refereed)
Abstract [en]

Purpose: This study present and provide insight into the design of eVAL, an ex ante e-service evaluation model designed for use in local governments with the ambition of helping local governments overcome the challenges of e-service delivery.

Methodology: The evaluation model has been developed through participatory design research, which takes place within an overarching case study of a Swedish municipality.

Findings: This paper identifies three key challenges for e-service delivery and evaluation in the local government: managing intricacy, handling public value and forecasting take-up.

Research limitations/implications: This study stresses the need for researchers to give attention to the dilemma local governments are faced with, and provides a possible middle-way out of the debate on the appropriateness of traditional investment techniques in the public sector.

Practical implications: The importance of data and organizational capabilities for evaluation and successful implementation of e-services is stressed.

Originality/value: This study provides an insight into the challenges that local governments have to face as the attempt to implement e-services in an efficient and effective fashion, while at the same time presenting a novel evaluation model capable of addressing some of these challenges. Whereas evaluation models do exist, none of the models reviewed during design were found applicable in the context of local government.

Place, publisher, year, edition, pages
UK: Emerald Group Publishing Limited, 2012. 155-188 p.
Keyword [en]
e-service, evaluation, intricacy, e-government, public value
National Category
Information Systems
URN: urn:nbn:se:umu:diva-51206ISBN: 9781780523347OAI: diva2:476892
Modeller för strategisk verksamhetsutveckling av offentlig verksamhet

This books publish date is April 2012.

Available from: 2012-01-12 Created: 2012-01-12 Last updated: 2015-10-06Bibliographically approved

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