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Title: Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia
Contributor(s): Martin, Nigel (author); Rice, John  (author)orcid 
Publication Date: 2011
DOI: 10.4018/jegr.2011070103
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Abstract: This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.
Publication Type: Journal Article
Source of Publication: International Journal of Electronic Government Research, 7(3), p. 38-56
Publisher: IGI Global
Place of Publication: United States of America
ISSN: 1548-3886
Field of Research (FOR): 080609 Information Systems Management
Socio-Economic Outcome Codes: 890399 Information Services not elsewhere classified
Peer Reviewed: Yes
HERDC Category Description: C1 Refereed Article in a Scholarly Journal
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