Quality Assessment of Estonian e-Government Services

Magistritöö esimeseks eesmärgiks oli uurida teoreetilist tausta, mis on seotud e-Valitsuse teenuste kvaliteedi hindamisega. Uuringud näitavad ja kinnitavad, et Euroopa Liit ja kogu maailm on liikumas kasutajakeskse e-Valitsuse teenuste paradigma suunas. E-Valitsuse teenuse ja selle kvaliteedi mõiste on erinevate organisatsioonides semantiliselt erinev, kuid lõppeesmärk jääb samaks, pakkuda veebis kodanikule tõhusaid ja tulemuslikke avaliku sektori teenuseid. E-Valitsuse teenuste kvaliteeti on võimalik hinnata neljal erineval tasandil: protsessi võimekuse, tehnilise võimekuse, veebi kasutatavuse ja kasutaja rahulolu tasandil. Erinevaid mudeleid on mitmeid, sealhulgas käesoleva magistriöö praktiliseks hindamiseks valitud e-GovQual, COBRAS ja Soome Rahandusministeeriumi kvaliteedi hindamise mudelid. Valitud kvaliteedi hindamise mudelid keskenduvad kasutajakeskse e-Valitsuse teenuste hindamisele ning on suunatud kasutaja rahuolu saavutamiseks e-teenuste kasutamisel. Need mudelid sisaldavad erinevaid kvaliteedi hindamise valdkondi nagu näiteks kasutatavus, sisu, maksumus ja võimalused. Magistritöö teiseks eesmärgiks oli hinnata praktiliselt kolme kvaliteedi hindamise mudelit e-GovQual, COBRAS ja Soome Rahandusministeeriumi mudelit kahel erineval Eesti e-Valitsuse teenuste portaalil eesti.ee ning Põllumajanduse Registrite ja Informatsiooni Ameti kliendiportaalil e-PRIA. Hindamise tulemusel selgus, et ühtegi valitud mudelit pole võimalik üks-üheselt Eesti Vabariigis kasutusele võtta ja need vajavad kohandamist Eesti oludele. E-GovQual ja COBRAS on üldisemad ja keskenduvad kasutajakeskse veebilehekülje hindamise tasandile, samas kui Soome kvaliteedimudel on täiuslikum ning hindab nii protsesse, tehnilist poolt kui ka veebi kvaliteedi tasandit. Magistriöö annab soovitusi edaspidisteks uuringuteks, kuidas välja töötada Eesti e-Valitsuse teenuste kvaliteedi hindamise mudel.The first goal of the thesis was to study theoretical background of e-Government services’ quality assessment. Studies show that European Union, and the world, is moving towards user-centric e-Government services paradigm. The definition e-Government service and its quality are semantically different in various organizations but the goal stays the same, to offer the citizen efficient and effective public sector services. The e-Government services’ quality can be assessed in four different levels: process performance, technical performance, website quality and user satisfaction. Various e-Government quality assessment models exist, including this thesis’s practical assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s quality assessment model. The chosen models focus on citizen-centric e-Government services’ quality assessment and achieving user satisfaction in using e-services. These models include various quality assessment areas, e.g. use, content, cost and opportunities. The second goal for the thesis was to practically assess the three quality assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s models on Estonian e-Government services’ portals eesti.ee and client portal of Agricultural Registers and Information Board. The assessment results indicate that none of these models could be completely take it use and need to be adjusted to Estonian needs. The e-GovQual and COBRAS models are more general and focus on user-centric website usability quality level, as the Finnish quality model is more comprehensive and assesses the process, technical and website quality levels. The Master’s thesis gives an input for further studies, how to develop Estonian e-Government services’ quality assessment model

스리랑카 전자정부 서비스 공무원의 전자만족도 측정

학위논문(석사) -- 서울대학교대학원 : 행정대학원 글로벌행정전공, 2023. 2. 구민교.Achievement of E-Government objectives depends on the E-Satisfaction. It determines the continual usage of E-Services. Government employees play a dual role in the E-Government as E-Services providers as E-Service users. If government employees are satisfied with the E-Services dedicated for them, they will provide the citizens with E-Services to the satisfactory level. The purpose of this study is to measure the level of E-Satisfaction of government employees as users from the E-Services dedicated for them provided by the Sri Lanka government. Through literature review, five determinants of E-Satisfaction have been identified as Privacy and Security, Trust, Service Quality, System Quality and Information Quality, which are affecting the aforesaid E-Satisfaction. Five hypotheses have been formulated to assess the influence of these factors on E-Satisfaction. The collected survey data from 307 officials of Sri Lanka Administrative Service (SLAS), Sri Lanka Planning Service (SLPS) and Sri Lanka Accountants Service (SLACS) have been analyzed to test the five hypotheses. Multiple Linear Regression Analysis has been used to measure the determinants influence on E-Satisfaction. The findings reveal that the Information Quality is the highest influential factor of E-Satisfaction while System Quality and Privacy and Security are significant factors of E-Satisfaction. Further, Trust and Service Quality has become insignificant influential determinants of E-Satisfaction. These findings have been supplemented by qualitative interview findings. Based on these findings, policy recommendations have been made to the Government of Sri Lanka to consider the influential determinants of E-Satisfaction to implement the E-Services dedicated for government employees which would lead to higher level of adoption of those E-Services and it will generate cost and time savings for the government.전자정부의 목표 달성 여부는 전자만족도에 달려 있습니다. 전자만족도는 전자서비스의 지속적인 사용을 좌우합니다. 공무원은 전자정부에서 전자서비스 제공자 및 전자서비스 이용자로서 이중 역할을 수행합니다. 만약 공무원이 자신을 위한 전자서비스의 품질에 만족한다면, 자신도 또한 다른 국민분들이 만족할 만한 수준의 전자서비스를 제공하게 될 것입니다. 본 연구의 목적은 스리랑카 정부에서 제공하는 공무원 전용 전자서비스를 이용하는 공무원의 전자만족도를 측정하는 것입니다. 문헌조사를 통하여 개인 정보 보호 및 보안, 신뢰, 서비스 품질, 시스템 품질 및 정보 품질, 이렇게 5가지의 요인이 전자만족도에 영향을 미치는 결정 요인으로 식별되었습니다. 이러한 전자만족도의 5가지 요인이 미치는 영향을 평가하기 위하여 다음과 같은 5가지 가설이 공식화되었습니다. 5가지 가설의 검증을 위하여 SLAS(스리랑카 행정 서비스), SLPS(스리랑카 기획 서비스), SLACS(스리랑카 회계사 서비스) 공무원 307명을 대상으로 진행된 설문 조사 결과 자료를 분석하였습니다. 다중선형회귀분석을 사용하여 전자만족도에 대한 결정 요인의 영향을 측정하였으며, 또한 조사 결과를 개선하기 위하여 인터뷰의 정성적 분석 또한 진행되었습니다. 이러한 조사 결과, 전자만족도에 가장 큰 영향을 미치는 요인은 정보 품질이라는 사실이 입증되었으며, 시스템 품질, 개인 정보 보호 및 보안 또한 전자만족도에 유의한 영향을 미치는 것으로 나타났습니다. 또한, 신뢰와 서비스 품질은 전자만족도를 결정짓는 중요한 역할이 아니라는 결과도 밝혀졌습니다. 이러한 결과를 바탕으로 스리랑카 정부는 공무원을 위한 전자서비스를 구현하기 위하여, 전자만족도를 결정하는 영향력 있는 요소를 고려하여 해당 전자서비스의 채택 수준을 높일 수 있는 정책을 제안하였습니다. 이러한 정책을 통하여 정부는 시간과 비용을 절약할 수 있게 됩니다.Chapter 1. Introduction 9 1.1 Background and Purpose of the Study 9 1.2 Scope of the study 17 1.3 Methods of the Study 19 1.4 Significance of the Study 20 Chapter 2. Theoretical Background and Literature Review 23 2.1 Theoretical Background 23 2.1.1 E-Government 23 2.1.2 E-Satisfaction 43 2.2 Literature Review 47 Chapter 3. Research Design 54 3.1 Analytical Framework of the Study 54 3.2 Research Questions and Hypothesis of the Study 57 3.3 Conceptualization and Operationalization 64 3.4 Measurement and Data Sources 67 3.5 Sampling and Data Collection Method 71 3.5.1 Population and Sample 71 3.5.2 Survey Instrument 73 3.5.3 Data Collection Method 73 3.6 Data Analysis Method 74 3.7 Reliability and Validity of the Survey Instrument 75 Chapter 4 Presentation, Analysis and Discussion of Results 76 4.1 Characteristics of the sample 76 4.2 Validity and reliability of the data 78 4.2.1 Response rate 78 4.2.2 Reliability Statistics 78 4.3 Descriptive statistics 79 4.4 Multicollinearity analysis (VIF) 92 4.5 Correlation analysis 93 4.6 Regression analysis 94 4.7 Hypotheses testing 97 4.8 Discussion with Qualitative Analysis Results 100 Chapter 5 Conclusion and Recommendations 110 5.1 Conclusion 110 5.2 Policy Recommendation to Sri Lanka Government 113 5.3 Recommendations for Future Studies 121 5.4 Limitations of the Study 122석

BENCHMARKING E-GOVERNMENT: CURRENT TRENDS AND DIGITAL BARRIERS TO DEVELOPMENT

The basic principles and methodological foundations for measuring the readiness and ability of the national institutions to provide citizens and businesses with access to public services online are considered. On the occasion of the 20th anniversary of the study of the implementation of e-government tools in UN member states (UN E-Government Survey), current trends and transformations of the e-government model, the digital divide and digital barriers to further progress in the development of the digital economy and e-democracy are analyzed. The methodological basis of the study applied are techniques and methods of complex comparative analysis and logical generalization and the information base is formed by the results of the UN E-Government Survey and World Bank Governance Surveys.Рассмотрены основные принципы и методологические основы измерения готовности и способности национальных институтов предоставлять гражданам и бизнесу доступ к государственным услугам в режиме онлайн. По случаю 20-летия исследования внедрения инструментов электронного правительства в государствах-членах ООН (Исследование электронного правительства ООН), текущих тенденций и преобразований модели электронного правительства, цифрового разрыва и цифровых барьеров на пути к дальнейшему прогрессу в развитии цифровой экономики и электронной демократии. Методологической основой исследования являются приемы и методы комплексного сравнительного анализа и логического обобщения, а информационная база сформирована по результатам Обследования электронного правительства ООН и Обследования корпоративного управления Всемирного банка

Evaluation and benchmarking of E-Government policies and applications

Η Ηλεκτρονικη Διακυβερνηση ειναι ενα νεο και πολλα υποσχομενο ερευνητικο πεδιο που ενδιαφερει τις κοινωνικες και πολιτικες επιστημες αλλα και την επιστημη των υπολογιστων. Η συγκριτικη αξιολογηση των πολιτικων, εφαρμογων και υπηρεσιων Ηλεκτρονικης Διακυβερνησης δεν εχει ακομη διερευνηθει σε βαθος. Ωστοσο, υπαρχουν επιστημονικες αποδειξεις οτι ειναι απαραιτητη για καθε υλοποιηση Ηλεκτρονικης Διακυβερνησης. Υπαρχουν αρκετες δυσκολιες και προβληματα που πρεπει να επιλυθουν καθως διαφορετικοι παραγοντες και δεδομενα πρεπει να μελετηθουν πριν εξαχθει ενα ασφαλες αποτελεσμα. Μια αναλυση των υπαρχουσων μεθοδων και μοντελων αναδεικνυει την πολυπλοκοτητα της πολυδιαστατης διαδικασιας και την αναγκη περαιτερω ερευνας. Η συγκριση των πιο σημαντικων παρουσιαζει ενδιαφερουσες διαφορες και προβληματισμους. Καλυτερα ευρεια πλαισια αξιολογησης μεγαλυτερου ευρους χρειαζονται για πιο ακριβη και αξιοπιστα αποτελεσματα.E-Government is a new and promising research field engaging various academic fields from computer, social and political science. Evaluation and benchmarking of E- Government policies, applications and services has not been thoroughly analyzed yet. However, there is proof that is critical for any E-Government implementation. There are many difficulties and issues to be tackled as diverse aspects and factors have to be studied before a concrete outcome can be assessed. An analysis of the existing methods and frameworks reveals the complexity of the multidimensional process and the necessity of further research. A comparison of the most important ones exposes interesting differences and concerns. Better and wider frameworks are needed for more accurate and reliable results

E-government and Planning: Key Citizen Participation Issues and Applications

Citizen participation is a common goal of local governments. Local governments face the challenge of giving information to and getting input from citizens. The use of the Internet for citizen participation is growing among local government planning departments. This book explores the issues related to on-line citizen participation for local government planning departments. In designing for e-government planning departments need to consider accessibility, trust, and the types of participation tools that are most appropriate to meet citizen needs.The John Glenn Institute for Public Service and Public Polic

Intelligent modeling of e-Government initiatives in Greece

Over the last two years Greece has employed agile ICT solutions to reduce the administrative burden in front-office G2B transactions. This research supplements historic analysis with fuzzy cognitive maps to offer a multi-dimensional coupling of eGovernment initiatives with digital maturity assessment capabilities and a strategy alignment evaluation framework. This “intelligent x-ray” confirms that front-office technology is important in reducing administrative burden. The digital bypass of bureaucracy seems to be an effective start for Greece. However, this strategy can only serve as a short-term tactical choice. The “intelligent x-ray” provides executive level quantification and traceable reasoning to show that excessive emphasis on front- office technology will soon fail to support a strong eGovernment maturity. Organizational efficiency, interoperability, regulatory simplifications, and change management must also act as important objectives. Only then will ICT deliver its full potential, and the eGovernment maturity will improve significantly even with moderate ICT investments

Portugal: Leapfrogging Digital Transformation

This report is structured as follow: Section 1 presents details about Portugal enabling or inhibiting its digital transformation. Section 2 analyzes the main motivations for the digital transformation strategy; Section 3 summarizes its main challenges, while Section 4 presents the main components of the strategy. Section 5 analyzes the governance model, and Section 6, the legal and regulatory framework. Section 7 discusses critical enablers for the digital transformation of government services. Section 8 introduces 16 key initiatives of the strategy. Section 9 summarizes the lessons learnt, followed by an assessment of the strategy’s impact in Section 10. Section 11 synthesizes lessons for Latin American countries. Finally, Appendix A enumerates main legal and regulatory instruments supporting the digital transformation in Portugal, Appendix B presents a set of 18 sections providing details of the initiatives analyzed in the report1, and Appendix C explains how the digital transformation efforts contributed to face the challenges raised by the COVID-19 pandemics.Fil: Estevez, Elsa Clara. Consejo Nacional de Investigaciones Científicas y Técnicas; Argentina. Universidad Nacional de La Plata; ArgentinaFil: Fillottrani, Pablo. Provincia de Buenos Aires. Gobernación. Comisión de Investigaciones Científicas; Argentina. Universidad Nacional del Sur; ArgentinaFil: Linares, Sebastián. Consejo Nacional de Investigaciones Científicas y Técnicas. Centro Científico Tecnológico Conicet - Bahía Blanca. Instituto de Investigaciones Económicas y Sociales del Sur. Universidad Nacional del Sur. Departamento de Economía. Instituto de Investigaciones Económicas y Sociales del Sur; ArgentinaFil: Cledou, Maria Guillermina. Universidade do Minho; Portuga

Current state of e-services in Saudi Arabia: the case of intermediaries in facilitating government services in Madinah city

The government of Madinah has launched ‘Khdamatec’ electronic Offices (e-Offices) concept under their national electronic Government (e-Government) modernisation agenda to facilitate service delivery to citizens and seamless interaction to communicate their needs. By offering e-Offices around the government departments, Madinah government hopes to increase accessibility of e-Government services and make steps forward to electronic age, encourage Medina' citizens to participate and use e-Services and bridging digital divide. However, the empirical findings illustrate that the adoption and diffusion of the e-Office concept and e-Government in the wider context at a lethargic pace. This paper highlights some of the challenges faced by the Madinah city in implementing the e-Office concept and e-Government

Assessing and Comparing E-Mail Responsiveness in the Bavarian Public Sector

E-mail is the most important electronic communication medium for governments with their constituents. While there are a lot of matur ity models and benchmarking studies focusing on the tech nological and organizational integration of information technology in governments, the “customer side” of e-government maturity has been often neglected. Replicating studies from Australia, New Zealand, Slovenia and Denmark, this study explores the responsiveness concerning customer-government e-mail correspondence for the Bavarian Public Sector. Our study assesses the response rate and quality of 375 e-mails send to public administrations in Bavaria. Our results show that the Bavarian Public Administration has a poor responsiveness compared to other countries in terms of both quantity and quality. Based on our results, we provide recommendations for future research and practice