12 research outputs found
Recommended from our members
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 providersâ 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-servicesâ 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 providersâ 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
Recommended from our members
EVALUATION OF PROBABILITY MODELS ON INSURANCE CLAIMS IN GHANA
This study investigates the probability distributions that best fits the number of insurance claims. In particular, it compares the poisson distribution and the negative binomial distribution models to determine which distribution best fit insurance claim data obtained from two Insurance Companies in Ghana. Data on the number of claims of a funeral policy spanning from year 2006 to 2010 were used for the study. Probability distribution models and the parametric bootstrap methods were employed in analyzing the data collected. The Negative Binomial distribution was found to be superior to the Poisson distribution in fitting the claims data. Also, the result revealed that the estimates obtained by the probability models and that of the parametric bootstrap estimates have no significant difference