A Framework to Evaluate the Impact of e-Government Services in the Improvement of the Citizens’ Quality of Life
Governments around the world are embracing the digital revolution to enhance services for their citizens. However, the development of quality electronic services and delivery systems that are efficient and effective is only one way to improve the citizens’ quality of life. The essence of e-government lies as well in engaging citizenry into the use of e-government services. As a result, this paper builds on the elementary concept of the time that citizens spend on their transactions with the Public Administration to provide a) an evaluation of e-government services in terms of the benefits that their use involves for citizens compared to the use of conventional ones b) an evaluation of the actual utilization of e-government services by the citizens. To overcome the impediment of subjectivity and uncertainty that is innate in the citizens’ estimations regarding the time spent, fuzzy triangular numbers are adopted. The proposed framework is then applied for the case of Greece using actual data.
KeywordsE-government Evaluation Sophistication Stage Quality of Life Fuzzy Sets Theory Fuzzy Triangular Numbers
Unable to display preview. Download preview PDF.
- 1.Wang, L., Bretschneider, S., Gant, J.: Evaluating web-based e-government services with a citizen-centric approach. In: Proceedings of the 38th Hawaii International Conference on System Sciences, January 2005, vol. 5, p. 1292, Island of Hawaii (2005)Google Scholar
- 2.Panopoulou, E., Tambouris, E., Tarabanis, K.: A framework for evaluating web sites of public authorities. In: Aslib Proceedings: New Information Perspectives, vol. 60(5), pp. 517–546. Emerald Group Publishing Limited (2008)Google Scholar
- 3.Wauters, P.: Benchmarking e-government policy within the e-Europe programme. In: Aslib Proceedings: New Information Perspectives, pp. 389–403. Emerald Group Publishing Limited (2006)Google Scholar
- 4.Corradini, F., Marcantoni, F., Polzonetti, A., Re, B.: A Formal Model for Quality of Service Measurement in e-Government. In: 29th Int. Conf. on Information Technology Interfaces, Croatia (June 2007)Google Scholar
- 5.Deliverable, Indicators for the quantification of G.S.P.A & E.G.’s objectives with regard to eGovernment. The use of Information and Communication Technologies in the Public Sector (eGovernment) (February 2008), http://www.observatory.gr
- 6.EUROPA – Eurostat – Home page, http://epp.eurostat.ec.europa.eu
- 8.Capgemini, The User Challenge: Benchmarking the Supply of Online Public Services (September 2007), http://www.uk.capgemini.com
- 10.Abhichandani, T., Horan, T.A.: Toward A New Evaluation Model of E-Government Satisfaction: Results of Structural Equation Modeling. In: 12th America’s Conference on Information Systems, Mexico, August 4-6 (2006)Google Scholar
- 11.eGovernment in Greece, Country Factsheets (December 2007), http://epractice.eu