Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia
Date
2011
Authors
Martin, Nigel
Rice, John
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Publisher
IGI Global Publishing
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.
Description
Keywords
Keywords: Australia; Customer satisfaction; Electronic government services; Evaluation framework; Theory building
Citation
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Source
International Journal of Electronic Government Research
Type
Journal article
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Restricted until
2037-12-31