Benchmarking E-Government Quality - Whose Quality Are We Measuring?
Abstract
This paper analyses the results of several years of benchmarking of public online services in Norway. We compare these data, which are showing significant differences in measured quality between small and larger municipalities, with results from a comprehensive survey measuring citizens' satisfaction with public services. Finding that these observed differences are not supported by the user survey, we have to ask: whose quality are we really measuring? Many evaluation systems rely on similar heuristic methods, e.g. the EU's eGovernment benchmark 2012 framework, while the Danish benchmarking system has a different approach. The paper argues for a multi-dimensional approach to evaluation of public websites and gives some suggestions for this.
- Citation
- BibTeX
Jansen, A. & Ølnes, S.,
(2013).
Benchmarking E-Government Quality - Whose Quality Are We Measuring?.
In:
Wimmer, M. A., Janssen, M., Macintosh, A., Scholl, H. J. & Tambouris, E.
(Hrsg.),
Electronic Government and Electronic Participation - Joint Proceedings of Ongoing Research of IFIP EGOV and IFIP ePart 2016.
Bonn:
Gesellschaft für Informatik e.V..
(S. 43-53).
@inproceedings{mci/Jansen2013,
author = {Jansen, Arild AND Ølnes, Svein},
title = {Benchmarking E-Government Quality - Whose Quality Are We Measuring?},
booktitle = {Electronic Government and Electronic Participation - Joint Proceedings of Ongoing Research of IFIP EGOV and IFIP ePart 2016},
year = {2013},
editor = {Wimmer, Maria A. AND Janssen, Marijn AND Macintosh, Ann AND Scholl, Hans Jochen AND Tambouris, Efthimios} ,
pages = { 43-53 },
publisher = {Gesellschaft für Informatik e.V.},
address = {Bonn}
}
author = {Jansen, Arild AND Ølnes, Svein},
title = {Benchmarking E-Government Quality - Whose Quality Are We Measuring?},
booktitle = {Electronic Government and Electronic Participation - Joint Proceedings of Ongoing Research of IFIP EGOV and IFIP ePart 2016},
year = {2013},
editor = {Wimmer, Maria A. AND Janssen, Marijn AND Macintosh, Ann AND Scholl, Hans Jochen AND Tambouris, Efthimios} ,
pages = { 43-53 },
publisher = {Gesellschaft für Informatik e.V.},
address = {Bonn}
}
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More Info
ISBN: 978-3-88579-615-2
ISSN: 1617-5468
xmlui.MetaDataDisplay.field.date: 2013
Language:
(en)

Content Type: Text/Conference Paper