Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia

Title
Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia
Publication Date
2011
Author(s)
Martin, Nigel
Rice, John
( author )
OrcID: https://orcid.org/0000-0002-3923-4424
Email: jrice6@une.edu.au
UNE Id une-id:jrice6
Type of document
Journal Article
Language
en
Entity Type
Publication
Publisher
IGI Global
Place of publication
United States of America
DOI
10.4018/jegr.2011070103
UNE publication id
une:17966
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.
Link
Citation
International Journal of Electronic Government Research, 7(3), p. 38-56
ISSN
1548-3894
1548-3886
Start page
38
End page
56

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