Towards efficient and effective E-Service Delivery: Addressing the matter of intricacy in service evaluation
2011 (English)Manuscript (preprint) (Other academic)
The great promises of e-government have proven to be harder than expected to realise. Effective and efficient e-service delivery is dependent on making sound choices as to which e- services to implement; consequently, accountability in the use of ICT-resources have become of increasing importance. This generates a need to identify what constitutes a suitable e-service, and to devise models capable of evaluating available options. As public services reach beyond the business rationale of the private sector, such considerations must deal with the complexity of public value. Additionally, due to the heterogeneous nature of local government it is not feasible to evaluate every candidate in depth. For e-service delivery to reach beyond major services governments must lower their demands for accuracy and implement more cost- efficient ways of estimating public value. This paper investigates how this can be achieved while maintaining satisfactory results, and builds an understanding of the challenges that local governments face in doing so.
Place, publisher, year, edition, pages
e-government, e-service delivery, intricacy, guidelines, appraisal, evaluation.
IdentifiersURN: urn:nbn:se:umu:diva-51207OAI: oai:DiVA.org:umu-51207DiVA: diva2:476918
8th Scandinavian workshop on e-Government
ProjectsModeller för strategisk verksamhetsutveckling av offentlig verksamhet
Manuskriptet publicerat 2012 med ändrad undertitel i boken: Transformational Government Through EGov Practice: Socioeconomic, Cultural and technological issues.; redigerad av Mahmud Akhter Shareef,Norm Archer,Yogesh K. Dwivedi; ISBN 97817805233542012-01-252012-01-122015-10-06Bibliographically approved