Please use this identifier to cite or link to this item:
https://hdl.handle.net/1959.11/17752
Title: | Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia | Contributor(s): | Martin, Nigel (author); Rice, John (author) | Publication Date: | 2011 | DOI: | 10.4018/jegr.2011070103 | Handle Link: | https://hdl.handle.net/1959.11/17752 | 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: | 1548-3894 1548-3886 |
Fields of Research (FoR) 2008: | 080609 Information Systems Management | Socio-Economic Objective (SEO) 2008: | 890399 Information Services not elsewhere classified | Peer Reviewed: | Yes | HERDC Category Description: | C1 Refereed Article in a Scholarly Journal |
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Appears in Collections: | Journal Article |
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