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

The Readiness for and Current Status of E-Government in China

E-government is important for China’s economic and social development. A measurement is developed and applied to assess the readiness of local Chinese governments for e-government. E-government development status of local Chinese governments is assessed through evaluation of their websites. Relationships between e-government readiness and the actual progress on e-government are discussed

Pengembangan Model Evaluasi Kualitas Layanan Sistem E-Government

. In many countries, e-government system has been built to support the government in providing services to the community and industry. Although the system had been developed and has been successfully executed, the level of user acceptance and the quality level of service is often not satisfactory. The aim of this study is to develop a model for of e-government system evaluation. E-government evaluation model was developed by combining aspects of government services (public services) as well as aspects of service quality of electronic-based systems. The model was tested using empirical data. Questionnaires filled online using a web-based application, 108 samples were collected and 88 samples were declared valid to be used for measurement model analysis and e-government system evaluation. Analysis of reliability and validity of the measurement model was conducted using partial least square (PLS) technique. Analysis of the e-government system evaluation results was carried out by utilizing importance-performance analysis (IPA) method. The model developed is used to evaluate an e-government system developed by the Ministry of Trade of the Republic of Indonesia, called Inatrade. The results of Inatrade system evaluation using IPA method show that information completeness, fulfillment, responsiveness and contact are the dimensions that need to be given priority in the improvement process of Inatrade system

Evaluation Framework For E-Government Service Delivery In A Thai Context – A Research In Progress

The study aims to identify an evaluation framework and a measurement tool for e-government service delivery. E-government and e-participation initiatives are created to facilitate public administration and the political processes. Both initiatives are produced and presented on the same government websites. However, the evaluations are operated separately. Construct Development Methodology, a scale development for IS research, is applied. The review and adjustment of the DeLone & McLean Information System Success Model 2003 demonstrated the ability to add a variable to capture the essence of a phenomenon. The tool contributes to a better understanding of the evaluation of e-government service delivery

Use of Satisfaction-Satisfaction Matrix (SSM) to evaluate e-government services from the perspective of Japanese citizens and government service providers

This paper addresses the issue of Japanese e-government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e-government services from the perspective of Japanese citizens and government service providers. While research has used SERVQUAL, SERVPERF and Importance-Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of citizens or service providers. In this paper, we propose a new evaluation tool, namely Satisfaction-Satisfaction Matrix (SSM), to gauge both the perceptions of citizens and service providers concerning the performance of e-government services. The matrix not only serves as a useful tool to identify satisfaction responses, but also serves as a strategic decision making tool in the allocation of resources for improving e-government services

E-government services effectiveness evaluation framework (E-GEEF) : a case study of Indian e-tax service

Technological amplification has expended the involvement of information and communication technology in public sectors and enhanced governmental dependence on information systems which restrains the management attention towards improving the effectiveness of e-government services. Based on the analytical review of literature, it was found that most of the e-government evaluation models address the e-service dimensions that assess the quality of e-government websites. This gives a very constrict perspective to e-government and ignores the key dimensions. It becomes important to understand how citizens perceive and evaluate e-government services. This involves defining what e-government service is, identifying its underlying dimensions, and determining how it can be measured. Therefore, periodical evaluation of the effectiveness of e-government services becomes essential. Foregoing discussion clearly indicates the necessity of developing a well founded e-government e-service effectiveness evaluation framework which not only evaluates the e-government service effectiveness but also evaluates the e-government service quality criteria and the citizens‟ perception in the form of citizens‟ trust in offered e-services. Thus, the objective of this study was to develop a framework (E-GEEF) "e-government service effectiveness evaluation framework" that assesses e-government service effectiveness from the citizens‟ (G2C) perspective. A systematic study of the existing e-government service assessment frameworks has been carried out to establish the basis for conceptualizing a theoretical framework called e-government service effectiveness evaluation framework (E-GEEF). In this research, the author attempts to explore the underlying dimensions and factors of e-government services, and has proposed an effectiveness evaluation framework (E-GEEF). Present empirical research adapted DeLone and McLean, (2003) IS success model as base model which is upgradable and extendable, hence additional dimensions were incorporated to develop a novel framework (E-GEEF) for evaluating the effectiveness of e-government service. The suggested framework has identified number of measuring dimensions and associated items within each dimension for (E-GEEF). System quality, information quality, and service quality dimensions were adopted from DeLone and McLean (2003) IS success model and “intention to use and user satisfaction” dimensions were re-specified in proposed framework (E-GEEF) as “citizens‟ use / usefulness” and “citizens‟ satisfaction”. Further, "citizens" trust, perceived e-government service quality, and perceived effectiveness” were incorporated as new dimensions in the proposed framework (E-GEEF). Three new dimensions were identified and two existing dimensions were re-specified for evaluating the effectiveness of e-government service. Sixteen hypotheses were formulated from literature on existing e-government assessment frameworks to test the proposed framework (E-GEEF). In order to test the proposed framework and their associated dimensions, Indian e-tax service was considered, because e-tax service of Indian e-government is utilized by several Indian citizens for filing their taxes. Preliminary qualitative study was carried out carefully to ensure whether all important dimensions and measurement items were included in the proposed framework E-GEEF in the right research context or not. Empirical research has used quantitative analysis for validating the proposed framework (E-GEEF). Data collection was done using survey which was conducted among citizens of India who have been utilizing e-tax service as users. Descriptive statistical analysis was performed to ensure the data normality by using SPSS 20. Structural equation modeling statistical technique was applied using AMOS 21 on the collected data for testing the hypotheses. The empirical research findings have confirmed most of the hypothesized relationships within the validated framework (E-GEEF). Consequently, in terms of the theoretical implications, this study emphasizes the significance of such hypothesized relationships when performing empirical research in e-government context. Key findings demonstrated the strong relationships of perceived e-government service quality with system quality, information quality, service quality, and citizens‟ satisfaction. Further, citizens‟ trust exhibited direct relationships with perceived e-government service quality and perceived effectiveness of e-government service. Thus, as a major contribution to the proposed research, the identified new dimensions “perceived e-government service quality, citizens‟ trust, perceived effectiveness” and re-specified dimensions “citizens‟ use/usefulness and citizens‟ satisfaction” have shown great significance in evaluating effectiveness of e-government e-tax service in Indian G2C context. The developed and validated framework (E-GEEF) provides government agencies with an appropriate approach and dimensions in order to evaluate the effectiveness of e-government services

Evaluasi Budaya Organisasi dalam Mendukung Operasional Sistem E-government Pemerintah Provins! Sumatera Selatan

Assessment of Organizational Culture on Supporting Operational Systems in £-government program of South Sumatra provincial government, aims to find out how the e-government implementation process, the factors supporting and inhibiting as well as to identify policy measures and what needs to be done to overcome barriers to develop and implementing egovernment in South Sumatra provincial government. Studies conducted in the Communications and Information Agency of South Sumatra province by using qualitative descriptive analysis technique with evaluative method. Summative evaluation is chosen because the evaluation is done after the development and implementation of the egovernment program. Meanwhile, according to Bogdan and Taylor (2000:3) that qualitative methodology is a research procedure that produces descriptive data in the form of words written or spoken of the people and observed behavior. By using the measurement of qualitative data, researchers are expected to study the deep social phenomena that occur, in terms of e-government it is expected to give an idea about development and implementation in the Government of South Sumatra Province. From the research we can found that: (1) The development of e-government program in South Sumatra provincial government does not meet the goals and objectives that have been planned. (2) Rejection of the new work culture, job transition from manual to digital. (3). Lacking in human resources in the area of Information Technology, training should be done continuously. (4) The need to make a policy that urges the application of e-government from senior levels down to the regular employee

Measuring the Public value of e-Government: The eGEP2.0 model

After having briefly introduced the issue of measuring e-Government vis-\ue0-vis its impact evaluation, the paper provides an overview of the state of the art with regard to measurement of e-Government, addressing the debate on the relationship between 'public value' creation and e-Government, outlining some of the approaches advanced to measure the public value of ICT interventions in the public sector. In light of this discussion, the paper then proposes the eGEP-2.0 model which, building on its predecessor eGEP, overcome many of the limitations of existing frameworks, and more importantly pave the way for an effective impact assessment of e-Government initiatives, in relation to the policy-making process and related governance needed for their design and implementation. The results of the application of the eGEP-2.0 model on the Telematics and Informatics Plan (PiTER) of the Emilia Romagna Region in Italy are then presented and discussed. The paper concludes providing some reflections on the experience and outlining future research challenges

A Monitoring and Evaluation Plan for the Core Competencies of Skilled Birth Attendants in Nepal

The purpose of this capstone is to present a Monitoring and Evaluation (M&E) plan of the core competencies, for Skilled Birth Attendants (SBA) of Nepal. The World Health Organization has laid out 10 specific skills that assess a SBAs competency. Nepal presently lacks any formal process for monitoring quality assurance of its SBAs and therefore has no measurement of their effectiveness. This Capstone proposes a simple M&E plan to begin the process of quality measurement, using a recent follow-up study done by the Nepali government, other articles and the experiences of the author. The tools included in this Capstone are presented with the intention that they will be modified as necessary by the government in ways consistent with government protocols. Quality of care is complex, and skill assessment is only one component of a much larger system filled with many smaller constraints facing the efficacy of SBAs. Micro-level constraints are reviewed and examined. Recommendations include, (1) eliciting the cooperation of international partners, (2) with the help of these partners, gleaning wisdom from successful SBA M&E processes functioning elsewhere, and (3) creating M&E programs for other components of SBA operations

SERVQUAL as a socio-technical approach to measuring e-government service quality and guiding e-governance strategies

e-Government services and e-governance have been embraced in many African countries. Nonetheless, measuring the value of e-government remains a challenge. Key to a successful evaluation of progress towards e-governance is the contextual approach, in which ICT is embedded as part of a holistic solution to governance. When carried through without considering the complementary influences of society on ICT and of ICT on society, e-government services can lead to little added value, or even to an exacerbation of societal problems and lack of progress towards e-governance. Although much has been written on e-governance in Africa, few authors have extended the discussion to measuring quality of service and lack of progress towards e-governance. In South Africa, the Batho Pele (People First) policy of service quality is the contextual approach within which e-governance is embedded, because of its good governance attributes. This article relates Batho Pele to SERVQUAL, a framework widely used to measure customer service quality in the retail sector, and adapts the framework for measuring service quality in community e-government service centres, known as Thusong Service Centres (TSC). The analysis, using Structural Equation Modeling (SEM), is consistent with what is known: service quality in TSCs is low and requires regular measurement and evaluation to inform future quality improvements. The article argues that an adapted SERVQUAL instrument, taking into account Batho Pele principles and situational context, can be used as a guide to innovation in e-government service delivery. It is an appropriate sociotechnical tool to collect data to inform e-governance strategies in African countries which share the same social context as South Africa.http://link.wits.ac.za/journal/journal.htmlam201