The Case of the Mexican Mobile Government: Measurement and Examples

The mobile government has become a reality in a large majority of countries around the world. The use of apps to link government websites and information is a recent trend that is capturing citizens and public officials. The uses, advantages and disadvantages have recently become a study field for several scholars around the globe. The mobile government is not new for e-government scholars; however, the explosion of apps and the increase of smart phones have created a new trend in the mobile government field. In order to understand these phenomena in the Mexican society we have gathered data from different sources: government, companies and citizen organizations. Based on this information, we analyzed the impact of apps across the country and suggest a classification method that can be used for a better understanding of this new field. We finish with five small case studies, which we consider good examples to be followed by different government organizations. To accomplish this objective we divided this chapter into seven main sections: this first section is the introduction. The second section includes a literature review. The third section describes the method we suggest to classify the apps. The fourth section discusses the findings with the model application. The fifth section presents the case studies we suggest for government apps. The sixth section discusses future research on government apps. In the seventh section, we present some remarks and the conclusion of this topic

Six sigma approach to improve quality in E-services : an empirical study in Jordan

In the last two decades, Six Sigma approach has found its success in manufacturing sectors. The relevance of Six Sigma methodologies in service sector has been realised more recently. This paper investigates the application of Six Sigma approach to improve quality in electronic services (e-services) as more and more countries are adopting e-services as a means of providing services to their community and people through the Web. In particular, this paper presents a case study about the use of Six Sigma model to measure the customer satisfaction and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study consisting of 280 participating customers of Jordan&lsquo;s e-services is conducted and the problems are identified through the DMAIC phases of Six Sigma. The service quality levels are measured and analysed using six main criteria, namely, Website Design, Reliability, Responsiveness, Personalization, Information Quality, and System Quality. The overall result of the study indicating a 74% customer satisfaction with a Six Sigma level of 2.12 has enabled the Greater Amman Municipality to identify the usability issues associated with their e-services offered by public sector organisations and to take the leads from the results of the study to improve customer satisfaction. The aim of the paper is not only to implement Six Sigma as a measurement-based strategy for improving e-customer service quality in a newly launched e-service programme, but also to help widen its scope in investigating other service dimensions and perform comparative studies in other developing countries as future research.<br /