Evaluating E-Government Maturity Using the Pillar Approach: A Focus on Situbondo Regency Government Official Website, Indonesia

For almost 20 years, Indonesia has been committed to increasing the digitization of government through e-Government policies. Situbondo Regency, as the locus of this research 2021,  received three Top Digital Awards 2021 from ITWorks Magazine for its success in running several digital-based public service innovations. Public service innovations include website development. The website becomes the primary tool to see the level of implementation of e-Government in a local government, the gateway to various public services provided to the community without the need to meet face-to-face. A simple way to find out the quality of e-Government in local governments is to look at the contents of the local government's official website. There are many website evaluation models, but they are still in stages/levels, with the weakness that if the first stage has not been fulfilled, it will be difficult for the Regional Government to "level up" in the next stage. The Fietkiewicz, Mainka, & Stock (2017) model sees that e-Government development is not limited to completion per level but more comprehensively presents each construction element as part of development progress. This model places the e-Government approach on a "pillar" approach, not a "tier" approach. The method used by the researcher is web observation with a qualitative approach. The results obtained from https://situbondokab.go.id., with a total of five pillars as indicators at 62% fulfilled from all the supporting elements of the pillars. Pillar of interoperability that obtains maximum value than other pillars. Meanwhile, the transaction pillar needs special attention from the Situbondo Regency Government for further web development. Keywords: e-Government; website; quality; pillar;    Abstrak Sudah hampir 20 tahun Indonesia berkomitmen untuk meningkatkan digitalisasi pemerintahan melalui kebijakan e-Government. Kabupaten Situbondo sebagai lokus penelitian ini, pada tahun 2021 mendapatkan tiga penghargaan Top Digital Awards 2021 dari Majalah ITWorks karena keberhasilannya menjalankan sejumlah inovasi pelayanan publik berbasis digital. Inovasi pelayanan publik diantaranya juga perkembangan website. Website menjadi primary tool untuk melihat tingkatan penerapan e-Government di suatu pemerintahan daerah, pintu  gerbang  berbagai layanan publik yang diberikan kepada masyarakat tanpa perlu tatap muka. Cara sederhana untuk mengetahui kualitas e-Government pada Pemerintah Daerah adalah dengan melihat bagaimana isi website resmi Pemerintah Daerah tersebut. Ada banyak model evaluasi website namun masih berupa tahapan/tingkatan, dengan kelemahan jika tahapan pertama belum terpenuhi, maka sulit bagi Pemerintah Daerah untuk "naik tingkat" pada tahapan selanjutnya. Model Fietkiewicz, Mainka, & Stock (2017) melihat bahwa pengembangan e-Government tidak sebatas penyelesaian per tingkatan, tetapi lebih komprehensif menghadirkan setiap elemen konstruksinya sebagai bagian dari kemajuan pengembangan. Model ini menempatkan pendekatan e-Government pada pendekatan "pilar", bukan pendekatan "tingkatan". Metode yang digunakan oleh peneliti adalah observasi web dengan pendekatan kualitatif. Hasil yang diperoleh dari website Pemerintah Kabupaten Situbondo https://situbondokab.go.id., dengan total lima pilar sebagai indikator berada di angka 62% terpenuhi dari keseluruhan unsur unsur pendukung pilar. Pilar interoperability yang memperoleh nilai maksimal daripada pilar lainnya. Sementara pilar transaction perlu mendapatkan perhatian khusus dari Pemerintah Kabupaten Situbondo untuk pengembangan web selanjutnya. Keywords: e-Government; website; kualitas; pilarFor almost 20 years, Indonesia has been committed to increasing the digitization of government through e-Government policies. Situbondo Regency, as the locus of this research 2021,  received three Top Digital Awards 2021 from ITWorks Magazine for its success in running several digital-based public service innovations. Public service innovations include website development. The website becomes the primary tool to see the level of implementation of e-Government in a local government, the gateway to various public services provided to the community without the need to meet face-to-face. A simple way to find out the quality of e-Government in local governments is to look at the contents of the local government's official website. There are many website evaluation models, but they are still in stages/levels, with the weakness that if the first stage has not been fulfilled, it will be difficult for the Regional Government to "level up" in the next stage. The Fietkiewicz, Mainka, & Stock (2017) model sees that e-Government development is not limited to completion per level but more comprehensively presents each construction element as part of development progress. This model places the e-Government approach on a "pillar" approach, not a "tier" approach. The method used by the researcher is web observation with a qualitative approach. The results obtained from https://situbondokab.go.id., with a total of five pillars as indicators at 62% fulfilled from all the supporting elements of the pillars. Pillar of interoperability that obtains maximum value than other pillars. Meanwhile, the transaction pillar needs special attention from the Situbondo Regency Government for further web development. Keywords: e-Government; website; quality; pillar;             Abstrak Sudah hampir 20 tahun Indonesia berkomitmen untuk meningkatkan digitalisasi pemerintahan melalui kebijakan e-Government. Kabupaten Situbondo sebagai lokus penelitian ini, pada tahun 2021 mendapatkan tiga penghargaan Top Digital Awards 2021 dari Majalah ITWorks karena keberhasilannya menjalankan sejumlah inovasi pelayanan publik berbasis digital. Inovasi pelayanan publik diantaranya juga perkembangan website. Website menjadi primary tool untuk melihat tingkatan penerapan e-Government di suatu pemerintahan daerah, pintu  gerbang  berbagai layanan publik yang diberikan kepada masyarakat tanpa perlu tatap muka. Cara sederhana untuk mengetahui kualitas e-Government pada Pemerintah Daerah adalah dengan melihat bagaimana isi website resmi Pemerintah Daerah tersebut. Ada banyak model evaluasi website namun masih berupa tahapan/tingkatan, dengan kelemahan jika tahapan pertama belum terpenuhi, maka sulit bagi Pemerintah Daerah untuk "naik tingkat" pada tahapan selanjutnya. Model Fietkiewicz, Mainka, & Stock (2017) melihat bahwa pengembangan e-Government tidak sebatas penyelesaian per tingkatan, tetapi lebih komprehensif menghadirkan setiap elemen konstruksinya sebagai bagian dari kemajuan pengembangan. Model ini menempatkan pendekatan e-Government pada pendekatan "pilar", bukan pendekatan "tingkatan". Metode yang digunakan oleh peneliti adalah observasi web dengan pendekatan kualitatif. Hasil yang diperoleh dari website Pemerintah Kabupaten Situbondo https://situbondokab.go.id., dengan total lima pilar sebagai indikator berada di angka 62% terpenuhi dari keseluruhan unsur unsur pendukung pilar. Pilar interoperability yang memperoleh nilai maksimal daripada pilar lainnya. Sementara pilar transaction perlu mendapatkan perhatian khusus dari Pemerintah Kabupaten Situbondo untuk pengembangan web selanjutnya. Keywords: e-Government; website; kualitas; pila

Analyse des Critères d’Evaluation des Systèmes eGouvernement au Maroc: Etude Comparative à l’Echelle Internationale

L’objectif de ce papier  est de mener une étude analytique comparative des critères d’évaluation des systèmes e-gouvernement au Maroc en mettant le point sur son positionnement international par rapport au certains pays du continent et du Maghreb dans le domaine. Sur la base d’une recherche bibliographique sélective de 39 articles et rapports sur 880 retenus au début de la recherche, nous avons mené une étude d’analyse bibliographique en mesure d’identifier les différentes variables influençant l’évaluation d’e-gouvernement et de la valeur publique de certains pays émergeants qui partagent un bon nombre de paramètres socioéconomiques avec le Maroc. Pour l’analyse de l’évaluation des pratiques e-gouvernement nous avons mobilisé l’Indice de Développement d’E-Gouvernement : IDEG adopté par l’ONU dans l’évaluation des pratiques digitales des pays membres dont le Maroc fait partie. L’étude montre que le Maroc a un potentiel qui nécessite à être mobilisé d’avantage pour améliorer ses indices d’IDEG et se classer parmi les meilleurs pays émergeants en matière d’e-gouvernement et de valeur publique. Le Maroc est appelé ainsi,   de  consolider ces efforts autour de la qualité des services en ligne qui le défavorise vise à vis des pays émergeants en général et du Maghreb en particulier.   This paper aim to conduct a comparative analytical study of the evaluation criteria of e-government systems in Morocco by focusing on its international positioning in relation to other countries on the continent and the Maghreb in this area. On the basis of a selective bibliographical search of 39 articles and reports out of 880 retained at the start of the research, we carried out a bibliographical analysis study able to identify the various variables influencing the evaluation of e-government and the public value of certain emerging countries that share a good number of socio-economic parameters with Morocco. For the analysis of e-government evaluation practices, we mobilized the E-Government Development Index (EGDI) adopted by the UN to evaluate the digital practices of member countries, including Morocco. This study demonstrates that Morocco has the potential to improve its EGDI indexes and rank among the best emerging countries in terms of e-government and public value. As a result, Morocco needs to consolidate its efforts to improve the quality of online services, which place it at a disadvantage compared with emerging countries in general and the Maghreb in particular

Analyse des Critères d’Evaluation des Systèmes eGouvernement au Maroc: Etude Comparative à l’Echelle Internationale

L’objectif de ce papier  est de mener une étude analytique comparative des critères d’évaluation des systèmes e-gouvernement au Maroc en mettant le point sur son positionnement international par rapport au certains pays du continent et du Maghreb dans le domaine. Sur la base d’une recherche bibliographique sélective de 39 articles et rapports sur 880 retenus au début de la recherche, nous avons mené une étude d’analyse bibliographique en mesure d’identifier les différentes variables influençant l’évaluation d’e-gouvernement et de la valeur publique de certains pays émergeants qui partagent un bon nombre de paramètres socioéconomiques avec le Maroc. Pour l’analyse de l’évaluation des pratiques e-gouvernement nous avons mobilisé l’Indice de Développement d’E-Gouvernement : IDEG adopté par l’ONU dans l’évaluation des pratiques digitales des pays membres dont le Maroc fait partie. L’étude montre que le Maroc a un potentiel qui nécessite à être mobilisé d’avantage pour améliorer ses indices d’IDEG et se classer parmi les meilleurs pays émergeants en matière d’e-gouvernement et de valeur publique. Le Maroc est appelé ainsi,   de  consolider ces efforts autour de la qualité des services en ligne qui le défavorise vise à vis des pays émergeants en général et du Maghreb en particulier.   This paper aim to conduct a comparative analytical study of the evaluation criteria of e-government systems in Morocco by focusing on its international positioning in relation to other countries on the continent and the Maghreb in this area. On the basis of a selective bibliographical search of 39 articles and reports out of 880 retained at the start of the research, we carried out a bibliographical analysis study able to identify the various variables influencing the evaluation of e-government and the public value of certain emerging countries that share a good number of socio-economic parameters with Morocco. For the analysis of e-government evaluation practices, we mobilized the E-Government Development Index (EGDI) adopted by the UN to evaluate the digital practices of member countries, including Morocco. This study demonstrates that Morocco has the potential to improve its EGDI indexes and rank among the best emerging countries in terms of e-government and public value. As a result, Morocco needs to consolidate its efforts to improve the quality of online services, which place it at a disadvantage compared with emerging countries in general and the Maghreb in particular

DEFINITION OF CONTOUR LINES INTERPOLATION OPTIMAL METHODS FOR E-GOVERNMENT SOLUTIONS

Citizens expect high quality and rich e-Government solutions. Map based applications could be significantly improved by utilization of digital elevation models (DEMs). DEMs can be produced using expensive modern remote sensing solutions (e.g., LIDAR). Such data are not available for the wide public. Thus, it is very effective to use contour line maps to derive high-quality DEMs. For many cities around the world, contour line maps available under liberal licenses. Defining an optimal algorithm of contour line interpolation and evaluation of the quality of DEM is an important challenge. In this article, we propose a simple method allowing users to evaluate the quality of DEM produced from a contour line map and define an optimal interpolation algorithm. This method was tested on Turin (Italy) data sets. The results were proved by a visual analysis. The approach is utilized in existing e-Government WebGIS services. This work introduces an information theory-based approach to DEM quality assessment. The results can be utilized in various domains related to DEM quality assurance

ECDIS Development Laboratory and Navigation Technology Demonstration Center

The U.S. Navy is undergoing a major transition from traditional, paper chart navigation to computer-based electronic charting. The Chief of Naval Operations (CNO) has mandated that all Navy ships will navigate strictly through electronic means by FY07. However, due to some recent groundings, the Navy is now striving to accelerate the full implementation of electronic navigation by FY04. The Naval Oceanographic Office (NAVOCEANO) is making a concerted effort to support this transition with upgrades to state-of-the-art survey ships, instrumentation, and data processing equipment. NAVOCEANO is increasing its capability to rapidly collect and process hydrographic survey data, and to quickly produce new electronic navigational charts in co-production with MMA. In addition to ensuring safe navigation, these new products will include tactical digital overlays for bafflespace awareness. At NAVOCEANO, a new program is under development to expand these capabilities in a joint effort with University of Southern Mississippi\u27s new Hydrographic Sciences Research Program. In September 2001, an ECDIS Development Laboratory and Navigation Technology Demonstration Center will be established. This facility will conduct quality assurance (QA) and test and evaluation @&E) of electronic chart products from NAVOCEANO and other hydrographidoceanographic data providers. This facility will also assist Navy ship personnel in gaining a greater understanding of electronic charting, as well as increased technical proficiency in properly using these systems to safely navigate - particularly in the shallow littoral areas of the world. The ECDIS Development Laboratory is envisioned to become an information clearinghouse and demonstration center on electronic charting technological development. In addition to explaining the range of currently available government data products and services, The Navigation Technology Demonstration Center will showcase the use of electronic charts and its capability when used to avoid groundings and collisions at sea. The Center will The U.S. Navy is undergoing a major transition from traditional, paper chart navigation to computer-based electronic charting. The Chief of Naval Operations (CNO) has mandated that all Navy ships will navigate strictly through electronic means by FY07. However, due to some recent groundings, the Navy is now striving to accelerate the full implementation of electronic navigation by FY04. The Naval Oceanographic Office (NAVOCEANO) is making a concerted effort to support this transition with upgrades to state-of-the-art survey ships, instrumentation, and data processing equipment. NAVOCEANO is increasing its capability to rapidly collect and process hydrographic survey data, and to quickly produce new electronic navigational charts in co-production with MMA. In addition to ensuring safe navigation, these new products will include tactical digital overlays for bafflespace awareness. At NAVOCEANO, a new program is under development to expand these capabilities in a joint effort with University of Southern Mississippi\u27s new Hydrographic Sciences Research Program. In September 2001, an ECDIS Development Laboratory and Navigation Technology Demonstration Center will be established. This facility will conduct quality assurance (QA) and test and evaluation @&E) of electronic chart products from NAVOCEANO and other hydrographidoceanographic data providers. This facility will also assist Navy ship personnel in gaining a greater understanding of electronic charting, as well as increased technical proficiency in properly using these systems to safely navigate - particularly in the shallow littoral areas of the world. The ECDIS Development Laboratory is envisioned to become an information clearinghouse and demonstration center on electronic charting technological development. In addition to explaining the range of currently available government data products and services, The Navigation Technology Demonstration Center will showcase the use of electronic charts and its capability when used to avoid groundings and collisions at sea. The Center will The U.S. Navy is undergoing a major transition from traditional, paper chart navigation to computer-based electronic charting. The Chief of Naval Operations (CNO) has mandated that all Navy ships will navigate strictly through electronic means by FY07. However, due to some recent groundings, the Navy is now striving to accelerate the full implementation of electronic navigation by FY04. The Naval Oceanographic Office (NAVOCEANO) is making a concerted effort to support this transition with upgrades to state-of-the-art survey ships, instrumentation, and data processing equipment. NAVOCEANO is increasing its capability to rapidly collect and process hydrographic survey data, and to quickly produce new electronic navigational charts in co-production with MMA. In addition to ensuring safe navigation, these new products will include tactical digital overlays for bafflespace awareness. At NAVOCEANO, a new program is under development to expand these capabilities in a joint effort with University of Southern Mississippi\u27s new Hydrographic Sciences Research Program. In September 2001, an ECDIS Development Laboratory and Navigation Technology Demonstration Center will be established. This facility will conduct quality assurance (QA) and test and evaluation @&E) of electronic chart products from NAVOCEANO and other hydrographidoceanographic data providers. This facility will also assist Navy ship personnel in gaining a greater understanding of electronic charting, as well as increased technical proficiency in properly using these systems to safely navigate - particularly in the shallow littoral areas of the world. The ECDIS Development Laboratory is envisioned to become an information clearinghouse and demonstration center on electronic charting technological development. In addition to explaining the range of currently available government data products and services, The Navigation Technology Demonstration Center will showcase the use of electronic charts and its capability when used to avoid groundings and collisions at sea. The Center will have commercial-off-the-shelf ECDIS and other electronic chartbased systems. A major focus will be to provide a better appreciation of the limitations electronic chart data produced by both the government and private sector that are derived from century-old hydrographic source data. Another important aspect will be to explain the capability and limitations of using very precise electronic navigation positioning systems (e.g., GPS and Differential GPS) with electronic charting systems. The Navigation Technology Center will also demonstrate the use of tactical digital overlays to provide naval vessels with critical military information that contributes to both safe navigation and increased warfrghting mission capability

Analyse des Critères d’Evaluation des Systèmes eGouvernement au Maroc : Etude Comparative à l’Echelle Internationale

L’objectif de ce papier  est de mener une étude analytique comparative des critères d’évaluation des systèmes e-gouvernement au Maroc en mettant le point sur son positionnement international par rapport au certains pays du continent (Egypte Afrique du Sud, Maurice, les Seychelles, Rwanda) et du Maghreb (Tunisie, Algérie, la Lybie et Mauritanie) dans le domaine. Sur la base d’une recherche bibliographique sélective de 39 articles et rapports sur 880 retenus au début de la recherche, une étude d’analyse bibliographique a été menée en mesure d’identifier les différentes variables influençant l’évaluation d’e-gouvernement et de la valeur publique de certains pays émergents (Inde par exemple) qui partagent un bon nombre de paramètres socioéconomiques avec le Maroc. Pour l’analyse de l’évaluation des pratiques e-gouvernement, cette étude repose sur  l’Indice de Développement d’E-Gouvernement (IDEG), un outil adopté par l’ONU dans l’évaluation des pratiques numériques des pays membres dont le Maroc fait partie. L’étude montre que le Maroc a un potentiel qui nécessite à être mobilisé d’avantage pour améliorer ses indices d’IDEG et se classer parmi les meilleurs pays émergents en matière d’e-gouvernement et de valeur publique. Le Maroc est appelé ainsi,   de  consolider ces efforts autour de la qualité des services en ligne, un domaine où il présente un retard par rapport à d'autres pays émergents en général, et du Maghreb en particulier. Il est important de souligner que le Maroc a initié son premier Plan d'Action à court terme en mars 2003, comprenant 32 projets pilotes. Cette étude se concentre sur la période allant de 2003 à 2022 pour analyser l'évolution des pratiques d’e-gouvernement dans le pays en question au cours de cette période et pour apporter des éléments de réponse à notre question centrale : Quel est le niveau de développement de l'e-gouvernement au Maroc et comment se positionne-t-il à l’échelle internationale ?    The aim of this paper is to conduct a comparative analytical study of the evaluation criteria for e-government systems in Morocco, focusing on the country's international positioning in relation to other countries on the continent (Egypt, South Africa, Mauritius, Seychelles, Rwanda) and in the Maghreb (Tunisia, Algeria, Libya, and Mauritania) in this field. On the basis of a selective bibliographical search of 39 articles and reports out of the 880 retained at the beginning of the research, a bibliographical analysis study was carried out in order to identify the different variables influencing the evaluation of e-government and public value in certain emerging countries (India, for example) which share a good number of socio-economic parameters with Morocco. To analyze the evaluation of e-government practices, this study uses the E-Government Development Index (EGDI), a tool adopted by the UN to evaluate the digital practices of member countries, including Morocco. Morocco is therefore called to consolidate these efforts around the quality of online services, an area in which it is lagging behind other emerging countries in general and the Maghreb in particular. It is important to note that Morocco initiated its first short-term Action Plan in March 2003, including 32 pilot projects. This study focuses on the period from 2003 to 2022, to analyze the evolution of e-government practices in the country over this period and to provide some answers to our central question: How developed is e-government in Morocco, and how is it positioned internationally

A Patient-Centered Framework for Evaluating Digital Maturity of Health Services: A Systematic Review

© Kelsey Flott, Ryan Callahan, Ara Darzi, Erik Mayer.Background: Digital maturity is the extent to which digital technologies are used as enablers to deliver a high-quality health service. Extensive literature exists about how to assess the components of digital maturity, but it has not been used to design a comprehensive framework for evaluation. Consequently, the measurement systems that do exist are limited to evaluating digital programs within one service or care setting, meaning that digital maturity evaluation is not accounting for the needs of patients across their care pathways. Objective: The objective of our study was to identify the best methods and metrics for evaluating digital maturity and to create a novel, evidence-based tool for evaluating digital maturity across patient care pathways. Methods: We systematically reviewed the literature to find the best methods and metrics for evaluating digital maturity. We searched the PubMed database for all papers relevant to digital maturity evaluation. Papers were selected if they provided insight into how to appraise digital systems within the health service and if they indicated the factors that constitute or facilitate digital maturity. Papers were analyzed to identify methodology for evaluating digital maturity and indicators of digitally mature systems. We then used the resulting information about methodology to design an evaluation framework. Following that, the indicators of digital maturity were extracted and grouped into increasing levels of maturity and operationalized as metrics within the evaluation framework. Results: We identified 28 papers as relevant to evaluating digital maturity, from which we derived 5 themes. The first theme concerned general evaluation methodology for constructing the framework (7 papers). The following 4 themes were the increasing levels of digital maturity: resources and ability (6 papers), usage (7 papers), interoperability (3 papers), and impact (5 papers). The framework includes metrics for each of these levels at each stage of the typical patient care pathway. Conclusions: The framework uses a patient-centric model that departs from traditional service-specific measurements and allows for novel insights into how digital programs benefit patients across the health system

Innovative public governance through cloud computing: Information privacy, business models and performance measurement challenges

Purpose: The purpose of this paper is to identify and analyze challenges and to discuss proposed solutions for innovative public governance through cloud computing. Innovative technologies, such as federation of services and cloud computing, can greatly contribute to the provision of e-government services, through scaleable and flexible systems. Furthermore, they can facilitate in reducing costs and overcoming public information segmentation. Nonetheless, when public agencies use these technologies, they encounter several associated organizational and technical changes, as well as significant challenges. Design/methodology/approach: We followed a multidisciplinary perspective (social, behavioral, business and technical) and conducted a conceptual analysis for analyzing the associated challenges. We conducted focus group interviews in two countries for evaluating the performance models that resulted from the conceptual analysis. Findings: This study identifies and analyzes several challenges that may emerge while adopting innovative technologies for public governance and e-government services. Furthermore, it presents suggested solutions deriving from the experience of designing a related platform for public governance, including issues of privacy requirements, proposed business models and key performance indicators for public services on cloud computing. Research limitations/implications: The challenges and solutions discussed are based on the experience gained by designing one platform. However, we rely on issues and challenges collected from four countries. Practical implications: The identification of challenges for innovative design of e-government services through a central portal in Europe and using service federation is expected to inform practitioners in different roles about significant changes across multiple levels that are implied and may accelerate the challenges' resolution. Originality/value: This is the first study that discusses from multiple perspectives and through empirical investigation the challenges to realize public governance through innovative technologies. The results emerge from an actual portal that will function at a European level. © Emerald Group Publishing Limited

Towards evaluation design for smart city development

Smart city developments integrate digital, human, and physical systems in the built environment. With growing urbanization and widespread developments, identifying suitable evaluation methodologies is important. Case-study research across five UK cities - Birmingham, Bristol, Manchester, Milton Keynes and Peterborough - revealed that city evaluation approaches were principally project-focused with city-level evaluation plans at early stages. Key challenges centred on selecting suitable evaluation methodologies to evidence urban value and outcomes, addressing city authority requirements. Recommendations for evaluation design draw on urban studies and measurement frameworks, capitalizing on big data opportunities and developing appropriate, valid, credible integrative approaches across projects, programmes and city-level developments

Emergent digital services in public libraries : a domain study

Purpose: This paper explores the emergence of digital services in the public library domain via an extensive study of the websites of all Scottish public library services Design/methodology/approach: In a 4 month period all 32 of Scotland’s public library authority websites were visited by a researcher. The goal of the researcher was to record the options available from the library homepages in the following way: •Role of library in providing page content: content provider or access provider? •Was the page providing a digital service? •What was the audience for the page? Adult, child, or not specified? •Description of page content •Any noted usability issues Each site was only visited to three levels below that of the initial homepage. Findings: The study found a good standard of innovation in digital services around LMS functions, offering users the ability to keep in control of their borrowing and reserving. In addition there was a consistent set of electronic reference resources subscribed to by multiple libraries, offering high quality information both within the library and for library members from their home or workplace. Problems were found with regards to guidance on the usage of these resources, as well as confusion and inconsistency in terminology usage across different library services. Research limitations/implications: The paper examines only Scottish public library sites, thus can only claim to be representative of that country. It also can only represent the sites at the time they were examined. Practical implications: The paper should be of interest to public and other librarians interested in patterns across web sites in their sector. Originality/value: This is the first national study of Scottish public library websites and its findings should be of value as a result