User-Based Data Collection Techniques and Strategies for Evaluating Networked Information Services

published or submitted for publicatio

A User Satisfaction Study of the London Congestion Charging e-Service

This research seeks to measure citizen satisfaction with the electronic London Congestion Charging (LCC) payment system offered by Transport For London (TFL) in the United Kingdom (UK). The paper reports on the findings of a survey of 500 users of the TFL LCC online payment system. Satisfaction is measured using the four dimensions from the COBRA framework 0that comprise the cost, opportunity, benefits and risk assessment constructs. The results show that most citizens using the LCC electronic service are satisfied with the service and that the service meets their essential needs. The paper also presents the results of qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current electronic LCC electronic-service (e-service) system and potential influences on user satisfaction

The role of trust in e-government adoption: A systematic literature review

Electronic government (e-government) is a concept that has been adopted in most countries for the purposes of providing government services digitally, improving transparency between government and citizens and enabling additional communication channels with the government. Although e-government readiness in most countries is at a high level, adoption of e-government services is still considered tentative. A critical review of the literature suggests that this may be linked to citizens’ trust in government and e-government. As such, there is a need to investigate the role of trust in e-government adoption. For this purpose, a systematic literature review was conducted in order to observe research design, methodologies and approaches adopted in these studies as well as limitations identified and recommendation for future studies. The findings highlight that quantitative techniques and survey research methods appear to have been much preferred over other available alternatives such as qualitative techniques and interview methods or mixed methods in studies relating to trust in e-government adoption

Channel Choice Determinants; an exploration of the factors that determine the choice of a service channel in citizen initiated contacts

Citizens have various service channels at their disposal to interact with governmental agencies. In this paper we explore citizens’ motives to choose a certain channel in a certain situation. We conducted a qualitative study to accumulate the most important behavioral determinants. Six groups of determinants were found; habit, channel characteristics, task characteristics, situational constraints, experiences and personal characteristics. People appear to generally follow two lines of decision making when choosing channels, the first is based on habits. When task complexity and ambiguity increase, people start reasoning and follow the second line; channel choice based on a thorough elaboration between task and channel characteristics

The elicitation of key performance indicators of e-government providers: A bottom-up approach

Copyright @ 2013 EMCIS.Delivering an adequate e-Government service (e-service) is becoming more of a necessity in today's digital world. In order to improve e-services and increase the engagement of both users' and providers' side, studies on the performance evaluation of such provided e-services are taking places. However a clear identification of the key performance indicators from the e-Government providers’ side is not well explored. This shortcoming hampers the conduct of a holistic evaluation of an e-service provision from the perspective of its stakeholders in order to improve e-services as well as to increase e-services take-ups. In this paper, a systematic process to identify indicators is implemented based on a bottom-up approach. The process used three focus-group meetings with providers, users, and academics in Qatar, Lebanon and UK to collect, identify and validate key indicators from the perspective of e-services’ providers. The approach resulted in the identification of five factors levels (service, technology, employees, policy and management and social responsibilities) with fifteen sub-categories of SMART variables. Hence, leading to the development of a new model, STEPS, that can fully explain and predict e-government success from the providers’ point of view. It will work as a strategic management tool to align various stakeholders on common goal and values based on evidence based evaluation of e-services using smart measurable indicators for the improvement of an e-service at the engagement level in the field of e-government. In addition, other fields can benefit from the outcome of this work, such as logistics service providers, who make their services available across new and existing relationships between the Internet commerce firms, their customers, and their vendors

Healthcare services managers: what information do they need and use?

Objectives: To gain insight into the information behaviour of healthcare services managers as they draw on information while engaged in decision making unrelated to individual patient care. Objectives – The purpose of this research project was to gain insight into the information behaviour of healthcare services managers as they use information while engaged in decision-making unrelated to individual patient care. Methods – This small-scale, exploratory, multiple case study used the critical incident technique in nineteen semi-structured interviews. Responses were analyzed using ‘Framework,’ a matrix-based content analysis system. Results – This paper presents findings related to the internal information that healthcare services managers need and use. Their decisions are influenced by a wide variety of factors. They must often make decisions without all of the information they would prefer to have. Internal information and practical experience set the context for new research-based information, so they are generally considered first. Conclusions – Healthcare services managers support decisions with both facts and value-based information. These results may inform both delivery of health library services delivery and strategic health information management planning. They may also support librarians who extend their skills beyond managing library collections and teaching published information retrieval skills, to managing internal and external information, teaching information literacy, and supporting information sharing