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Customer-centered e-government service quality evaluation: Framework and case st

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Wang Jin-fu Hang Duo
Sch. of Manage., Xi'an Polytech. Univ., Xi'an, China
This paper appears in: Computing, Communication, Control, and Management, 2009.
CCCM 2009. ISECS International Colloquium on
Issue Date: 8-9 Aug. 2009
Volume: 3
On page(s): 198 - 202
Location: Sanya
Print ISBN: 978-1-4244-4247-8
INSPEC Accession Number: 10926906
Digital Object Identifier: 10.1109/CCCM.2009.5267880
Date of Current Version: 29 September 2009
Public Administration aims at producing value for their customers, the use of e-
Government to develop quality government services and delivery systems that are
efficient and effective, so the promise of e-Government is to engage citizenry i
n government in a user-centered manner. This suggests that governments will prov
ide services and resources tailored to the actual service and resource needs of
users, including citizens, residents, government employees, and others. How the
customer feel about e-Government services quality? What should the government do
for improving services quality in standpoint of customer? Since e-Government is
a relatively new subject of research so the services quality conception and asp
ects of quality evaluation is quite limited despite the importance of such proce
ss. This article reveals the analysis of e-Government conception in order to cla
rify important aspects for e-Government services quality evaluation. Several dis
cussions how customer and citizen should be treated in the public organization a
re presented. then, Using systematic, logical and comparative analysis of concep
ts and conclusions published by different authors theoretical assumptions of e-G
overnment services quality evaluation were formulated. Finally, a case of Xi'an
e-Government service evaluation compared with 5 western cities is specialized fo
r empirical research.

The potential for ICT to positively contribute to good governance has been known
for a long time and has been the subject of many articles and reports, but very
little concrete empirical evidence of the effects of ICT on governance, and how
these effects should be evaluated, exist. The situation is even worse when we c
onsider ICT and governance in local governments. The case study reported in this
paper is based on an e-governance outcome evaluation framework that is being fo
llowed by Local Governance and ICTs Research Network for Africa (LOG-IN Africa).
This framework draws on existing literature on e-government, good governance, a
nd results-based management. Data for the case study was collected through surve
ys, key informant interviews, focus group discussions and review of relevant doc
uments in two municipal councils in Kenya. The focus was on the perspectives of
consumers of the services provided by the councils. Data was analyzed using both
qualitative and quantitative methods.
The preliminary results show that the integrated financial management system imp
lementation had modest improvements in most indicators of the following good gov
ernance constructs: participation, responsiveness, transparency, accountability,
and efficiency and effectiveness. Given the modest improvements in good governa
nce associated with the implementation of the system in the two municipal counci
ls and the governance challenges in implementing a similar system in central gov
ernment, the paper recommends, among other things, that local governments could
be used to pilot complex e-governance initiatives and lessons learned used to sc
ale up at national level.

Note: OCR errors may be found in this Reference List extracted from the full tex
t article. ACM has opted to expose the complete List rather than only correct an
d linked references.
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