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

Information Society Strategies in the European Context: The Case of Greece

This article sets out to analyze the policies adopted by the Greek government in its effort to accelerate the pace of reform towards a knowledge-based economy. These policies have to take into account the position that the country occupies within the emerging information society and, of course, the opportunities created by EU initiatives that aim to promote economic competitiveness and reduce regional disparities. Within this framework Greek policy makers have recognized the need for a coordinated, coherent and integrated approach, which attempts to diminish inequalities both within the country and with respect to other European Union economies. What emerges as a distinctive feature of the Greek information society strategy is the emphasis placed on the pivotal role of the state and the adoption of active interventionist policies

Measuring the Information Society in Europe: From Definitions to Description

Information Society (IS) indicators describe the level of information society development achieved in a particular society in quantitative terms. They can serve a range of purposes related to providing a view of the society’s state: for example, following the evolution of IS or benchmarking IS with other territories. By considering changes over time, IS indicators also comprise a critical tool in the monitoring, evaluation and improvement of IS policy. Inevitably, the primary benefit of indicators lies in this capacity to guide policy-makers into proactive thinking i.e. to focus their attention on future priorities. The aims of this article are to examine how the evolution of the information society has been measured, and to relate European territories with each other by these measures. Constructing a comprehensive set of IS indicators requires a sound definition of the Information Society to establish meaningful benchmarks and to measure change. The task becomes complicated as it seems that IS is more or less ‘undefined’ at the moment. This means that IS is what one wants it to be: countries held as “information societies†are those countries, which people think of being such – and not defined by, for example, achieving a level measured by some quantitative IS-related indicators. Tentative results show that despite this lack of a clear and single definition of Information Society (IS) one can derive some conclusions about what IS consists of by taking a look at previous IS projects having collected IS indicators. They indicate three different levels of IS. These levels range from the narrow technological and the intermediate techno-economic definitions to the broad, all-inclusive IS definition. The indicators used to measure IS can also be grouped by a lifecycle model. While there seems to be a lack of available consistent territorial data on IS, there is plenty of data available on the national level. Using this data and background variables the European state of IS is analyzed from a territorial perspective. This article is an outgrowth of the ESPON project “Identification of Spatially Relevant aspects of the Information Societyâ€.

E-governmental services in the Baltic Sea Region

This paper will present results of the surveys and new trends which were related to e-governmental issues. A common understanding of e-government is usage of ICT means in the public sector for delivering information and services to its customers and enterprises. The objective is improvement of public services and strengthening democratic processes. E-government is a popular topic in the political agenda throughout the Baltic Sea Region (BSR) with all countries having ICT development strategies, policies or agendas. However, often are missing goals for thematic developments which would take into account the needs of potential users. The structure of the paper is ordered to present firstly, the overall objectives of e-governance and e-services. Secondly, the data about the satisfaction level of enterprises for e-services is given. As there are not many comparable results available about the needs of the enterprises, the paper is based on two main sources. One of the important outcomes of the LogOn Baltic project was to provide empirical data about satisfaction level of enterprises with existing eservices and about the needs for new services. The aim of the INTERREG III B project LogOn Baltic was to present solutions for improving the interplay between Logistics and Information and Communication Technologies (ICT) competence and spatial planning, strengthening the small and medium-sized enterprises' (SMEs) competitiveness in the BSR. The ICT-related results of the LogOn Baltic project provide an overview of the existing ICT structures and services in the BSR, mainly based on a web-based scientific survey with nearly 1,100 responses. A second source is the survey on the satisfaction level with public services among enterprises in Estonia in the City of Tallinn, which shows similar trends with the LogOn Baltic project. The third part of the paper introduces some case studies on innovative e-services in Estonia and Germany together with the European initiative for the BSR to improve e-services for companies. --

Assessing regional digital competence: Digital futures and strategic planning implications

Understanding strategic decisions aimed at addressing regional economic issues is of increasing interest among scholars and policy makers today. Thus, studies that proffer effective strategies to address digital futures concerns from social and policy perspectives are timely. In light of this, this research uses strengths, weaknesses, opportunities and threats (SWOT) analysis tool to frame a regional strategy for digital futures to enhance place-specific digital connectivity and socio-economic progress. Focus group discussions and a structured questionnaire were conducted to examine a SWOT for a digital economy strategy in the Southern Downs Region in Queensland, Australia. The findings show that while the proposed regional strategies for digital futures are susceptible to internal and external forces, strategic planning makes them manageable. The study’s findings also reveal that adaptive strategic planning can help regulate the effects of internal and external factors that shape individual and organisational responses to digital transformation, and that these factors promote regional competitiveness