An Adaptation of the Balanced Scorecard for E-Government Service Delivery: A Content Analysis

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This paper examines the effectiveness of website-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans

An Adaptation Of The Balanced Scorecard For E-Government Service Delivery: A Content Analysis

E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is central to the performance of e-government service delivery. This paper examines the effectiveness of website-supported Balanced Scorecards four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans

Impact of Electronic Commerce Customer Relationship Management on Competitive Advantage: A Research Model and Issues

The paper presents a theoretical discussion of how experts on information systems and the Internet should inform business representatives about the theoretical impact of Internet network use on competitive advantage. Its objective is to propose a model to test the effect of Internet’s web tools and trust on the link between customer relationship management (CRM) and competitive advantage. Internet’s web tools such as level of informational web site, level of transactional web site and level of security on the web can support the formation and maintenance of customer relationship because they facilitate the way organizations partner, interact and empower. In other words, Internet’s web tools can let organizations to build tight trusted relationships with their trading customers who should become loyal to them, rather than to select customers on a transaction by transaction basis from a large pool of non-loyal ones

Using Action Research To Identify Unexpected Factors Affecting CRM Implementation

No action research has been conducted regarding the status of CRM implementation in the public institution sector. This study aims to identify rare or unexpected contextual, organizational, and individual factors behind the CRM implementation at a state SBDC. For this purpose, interview data was collected from 19 consultants of the state SBDC. Surprisingly this CRM implementation is considered particularly successful even though it involved only internal user participation for the individual factors. To be successful, CRM implementation must involve internal and external user participation. Our findings about internal user participation contradict the previous research. During the progression of the qualitative analysis, other rare or unexpected factors to the CRM implementation literature were found. These are: accreditation review pressure for the contextual factors and legal and licensing agreement feasibility for the organizational factors.

Impact Of Culture On The Organizational Commitment Of Public-Sector Employees In Haiti

This study serves as an examination of organizational commitment among public-sector employees in Haiti. Factors include employee development, training, self-worth, recognition and cultural traits. Organizational commitment theories and their potential effects on Haitian culture are also emphasized

Factors Affecting Virtual Gift Acceptance: Mediating Roles Of Hedonic And Utilitarian Values

There is little formalized knowledge of virtual gifting in the information technology (IT) literature. The objective of this paper is to explore the factors affecting the acceptance of virtual gifts and specifically the factors within a virtual gift that affect individuals’ intention to accept it and the mediating role of these factors. This research combines several acceptances, hedonic and utilitarian view related theories to explore the factors affecting acceptance of virtual gifts. Moreover, this study investigates the effects of usefulness, beautifulness, subjective norms of the receiver, and importance of the giver of a virtual gift as determinants of its utilitarian or/and hedonic value. The study finally examines the impact of the normative quality of the giver on the appropriateness of the virtual gift. A proposed research model will be tested using survey data and PLS (Partial least square). The implications of the research will be discussed

Extracting molecular Hamiltonian structure from time-dependent fluorescence intensity data

We propose a formalism for extracting molecular Hamiltonian structure from inversion of time-dependent fluorescence intensity data. The proposed method requires a minimum of \emph{a priori} knowledge about the system and allows for extracting a complete set of information about the Hamiltonian for a pair of molecular electronic surfaces.Comment: 7pages, no figures, LaTeX2