Evaluating e-Government services from a citizens' prespective: A reference process model

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.EU FP7 Marie Curie People Project “CEES - Citizen oriented Evaluation of E-Government Systems” (reference IAPP-2008-230658

Smart Cities: Towards a New Citizenship Regime? A Discourse Analysis of the British Smart City Standard

Growing practice interest in smart cities has led to calls for a less technology-oriented and more citizen-centric approach. In response, this articles investigates the citizenship mode promulgated by the smart city standard of the British Standards Institution. The analysis uses the concept of citizenship regime and a mixture of quantitative and qualitative methods to discern key discursive frames defining the smart city and the particular citizenship dimensions brought into play. The results confirm an explicit citizenship rationale guiding the smart city (standard), although this displays some substantive shortcomings and contradictions. The article concludes with recommendations for both further theory and practice development

COBRA framework to evaluate e-government services: A citizen-centric perspective

E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. Crown Copyright © 2014.PIAP-GA-2008-230658) from the European Union Framework Program and another grant (NPRP 09-1023-5-158) from the Qatar National Research Fund (amember of Qatar Foundation

e-Government awareness among the techno-disadvantaged in the United States

This exploratory research focuses on awareness among techno-disadvantaged citizens in the United States. Specifically, we address whether awareness is associated with visitation and whether there are differences between those who are aware and those who are not aware. Following up on on a theory-based community initiative designed to improve computer literacy and access to information and communication technologies (ICT) for members of an underserved public housing community, a survey was undertaken. The results indicate that awareness is associated with visitation. Differences in demographic characterisitics, perceived ease of use (PEOU), and perceived access barriers between those who are aware of e-government websites, and those who are not, were found. While nearly half of the respondents are neither aware of nor have visited e-government websites, a slight majority is partaking of e-government services. We identify directions for future research and conclude by emphasizing the value of a theory-based community initiative to improve computer literacy, provide access to ICT, and advance e-government inclusion

An actor-model based bottom-up simulation - An experiment on Indian demonetisation initiative

The dominance of cash-based transactions and relentless growth of a shadow economy triggered a fiscal intervention by the Indian government wherein 86% of the total cash in circulation was pulled out in a sudden announcement on November 8, 2016. This disruptive initiative resulted into prolonged cash shortages, financial inconvenience, and crisis situation to cross-section of population of the country. Overall, the initiative has faced a lot of criticism as being poorly thought through and inadequately planned. We claim that these emerging adverse conditions could have been anticipated well in advance with appropriate experimental setup. We further claim that the efficacy of possible courses of actions for managing critical situations, and probable consequences of the courses of action could have been estimated in a laboratory setting. This paper justifies our claims with an experimental setup relying on what-if analysis using an actor-based bottom up simulation approach

An actor-model based bottom-up simulation - An experiment on Indian demonetisation initiative

The dominance of cash-based transactions and relentless growth of a shadow economy triggered a fiscal intervention by the Indian government wherein 86% of the total cash in circulation was pulled out in a sudden announcement on November 8, 2016. This disruptive initiative resulted into prolonged cash shortages, financial inconvenience, and crisis situation to cross-section of population of the country. Overall, the initiative has faced a lot of criticism as being poorly thought through and inadequately planned. We claim that these emerging adverse conditions could have been anticipated well in advance with appropriate experimental setup. We further claim that the efficacy of possible courses of actions for managing critical situations, and probable consequences of the courses of action could have been estimated in a laboratory setting. This paper justifies our claims with an experimental setup relying on what-if analysis using an actor-based bottom up simulation approach

Design smart city apps using activity theory.

In this paper we describe an innovative approach to the design process of Smart City interventions. We tested it with participants enrolled in the Master\u2019s Degree program in \u201cInnovators in enterprise and public administration\u201d: the objective of the Master was to stimulate the acquisition of technical and methodological skills useful in designing and implementing specific Smart City actions. During the "project work" phase, participants learned about a design method named SAM \u2013 Smart City Model - based on the Cultural Historical Activity Theory (CHAT). We present an overview of design criteria for Smart City projects, the description of the theoretical framework of Activity Theory, and our proposal of the SAM design model. We also present some examples of student\u2019s \u201cprojects\u201d and a more extensive description of one case study about the full design process of an App planned using SAM, for \u201csmart health\u201d vaccine management and monitoring services. The App was later published and made available to the citizens and was successful in attracting thousands of users. All the participants considered the model very useful in particular because it made possible to understand the interaction and solve contradictions between different stakeholders and systems involved