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Measuring E-government Efficiency pp 75–92Cite as

Electronic Government Service Efficiency: How to Measure Efficiency of Electronic Services

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Part of the book series: Public Administration and Information Technology ((PAIT,volume 5))

Abstract

This chapter discusses efficiency of e-Government services. How is it possible to measure efficiency of e-Government services? The key message is that e-Government service efficiency should be assessed both from the user perspective and the administration perspective. Current literature is examined, and a set of indicators is proposed together with a methodology to use these indicators to calculate the efficiency gain of using electronic services, both from citizen/business perspective and administration perspective. Two different approaches are presented. The first approach requires collection of quantitative data from both users and the administration and calculates the efficiency gain. The second (lightweight) approach is less rigorous but still useful to prioritize between different services.

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Acknowledgments

The eGovMon project was co-funded by the Research Council of Norway under the VERDIKT program. Project no.: VERDIKT 183392/S10.

The author wants to thank the eGovMon core team for valuable input and discussions.

Some of the ideas in this chapter were first presented in a workshop titled “Efficient and Effective e-Government” arranged by the European Commission on March 17, 2011.

Author information

Authors and Affiliations

  1. Department of Business and Management, Buskerud and Vestfold University College, Tonsberg, Norway

    Lasse Berntzen

Authors
  1. Lasse Berntzen
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Correspondence to Lasse Berntzen .

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Editors and Affiliations

  1. Department of Accounting and Finance, University of Granada, Granada, Granada, Spain

    Manuel Pedro Rodríguez-Bolívar

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Berntzen, L. (2014). Electronic Government Service Efficiency: How to Measure Efficiency of Electronic Services. In: Rodríguez-Bolívar, M. (eds) Measuring E-government Efficiency. Public Administration and Information Technology, vol 5. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-9982-4_5

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