Quality Approaches for Performance Measurement in Jordanian E-Government Services

2015 ◽  
pp. 1356-1374
Author(s):  
Sitalakshmi Venkatraman ◽  
Mamoun Alazab
Keyword(s):  
Information And Communication Technologies ◽  
Balanced Scorecard ◽  
Six Sigma ◽  
Service Sector ◽  
Communication Technologies ◽  
Performance Measurements ◽  
Government Services ◽  
Government Sector ◽  
Information And Communication ◽  
Industry Sectors

Improving the efficiency, effectiveness, and quality of public services has become a growing concern for many governments across the world, and more so with recent popularity of online services, widely referred as e-government services. The application of quality approaches for measuring and improving e-government services has been the subject of much research within the academic world over the last two decades. This chapter discusses the use of key quality approaches to improve services in Jordan's e-government initiatives. As more and more developing countries are adopting e-services as a means of providing quality services to their community and people through the Web, the necessary benchmarking plays an important role. Many traditional quality benchmarking performance measurements have proved futile in improving e-government services due to their quantitative focus. Though qualitative frameworks and measurement approaches such as Six Sigma and Balanced Scorecard have found their success in certain industry sectors, their relevance in the service sector has drawn attention only recently. While some studies have employed such approaches for evaluating projects in information and communication technologies, literature lacks investigations in the e-government sector. To fill this gap, this chapter investigates the application of Six Sigma and Balanced Scorecard approaches to improve quality in Jordanian e-government services.

Quality Approaches for Performance Measurement in Jordanian E-Government Services

2014 ◽  
pp. 99-119 ◽  
Author(s):  
Sitalakshmi Venkatraman ◽  
Mamoun Alazab
Keyword(s):  
Information And Communication Technologies ◽  
Balanced Scorecard ◽  
Six Sigma ◽  
Service Sector ◽  
Communication Technologies ◽  
Performance Measurements ◽  
Government Services ◽  
Government Sector ◽  
Information And Communication ◽  
Industry Sectors

Improving the efficiency, effectiveness, and quality of public services has become a growing concern for many governments across the world, and more so with recent popularity of online services, widely referred as e-government services. The application of quality approaches for measuring and improving e-government services has been the subject of much research within the academic world over the last two decades. This chapter discusses the use of key quality approaches to improve services in Jordan's e-government initiatives. As more and more developing countries are adopting e-services as a means of providing quality services to their community and people through the Web, the necessary benchmarking plays an important role. Many traditional quality benchmarking performance measurements have proved futile in improving e-government services due to their quantitative focus. Though qualitative frameworks and measurement approaches such as Six Sigma and Balanced Scorecard have found their success in certain industry sectors, their relevance in the service sector has drawn attention only recently. While some studies have employed such approaches for evaluating projects in information and communication technologies, literature lacks investigations in the e-government sector. To fill this gap, this chapter investigates the application of Six Sigma and Balanced Scorecard approaches to improve quality in Jordanian e-government services.

A Framework for Citizen-Centric Government Websites

2010 ◽  
pp. 20-34 ◽  
Author(s):  
F. Dianne Lux Wigand
Keyword(s):  
Information And Communication Technologies ◽  
Web Sites ◽  
Communication Technologies ◽  
Public Administrators ◽  
End User ◽  
Government Services ◽  
Government Web Sites ◽  
Information And Communication ◽  
Government Websites ◽  
To Come

This author argues for a stronger end-user and citizen-centric approach to the development and evaluation of e-government services provided via the Internet. Over the past decade government agencies at all levels have created web sites that provide primarily information and only offer few two-way transactions. The predicted and hoped for resulting transformation of government at all levels due to the advent of Internet services seems yet to occur. The overall development of e-government services has been slow and uneven. To add value to existing and future government web sites, public administrators need to come to grips with a framework presented here and to understand the nature of and relationships among three variables: End-user, task, and channel characteristics and then consider their respective role and impact on channel selection. This framework along with an end-user perspective enables public administrators to assess not only the value of current information and service channels, but newer information and communication technologies such as those found in Web 2.0 or social media developments. Recommendations are offered.

Development and Implementation of E-Government Services in Turkey

2011 ◽  
pp. 469-490
Author(s):  
Asim Balci ◽  
Erhan Kumas ◽  
Tunç D. Medeni
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Content Management ◽  
Theoretical Background ◽  
Government Services ◽  
Government Institutions ◽  
Effective Manner ◽  
Information And Communication ◽  
The Relationship

Development and extensive use of information and communication technologies has led to important implications for public sectors throughout the world. As a result, in governmental services, citizens have been enjoying better quality services, in an efficient and effective manner. e-government, however, is more related to “government” rather than the “e” as the technical and technological one. The challenge is to use technologies to improve the capacities of government institutions, while improving the quality of life of citizens by redefining the relationship between citizens and their government. Accordingly, this chapter focuses on e-government applications highlighted to reach a more citizen centric e-government in Turkey. Especially, two concepts of e-government, content management system and measuring citizens’ satisfaction from e-services are underlined. Therefore, after giving a theoretical background first on e-government, content management and then measuring e-services satisfaction, new developments towards these concepts are accounted.

Level-Based Development of E-Government Services

2011 ◽  
pp. 1742-1752
Author(s):  
Penelope Markellou ◽  
Angeliki Panayiotaki ◽  
Athanasios Tsakalidis
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Online Information ◽  
Continuous Increase ◽  
The Public ◽  
Government Services ◽  
Efficiency And Effectiveness ◽  
Information And Communication ◽  
Proper Design ◽  
Digital Channels

As the Web is growing exponentially, the way of provision governmental information and services has been changed by the newly supplied technological capacities and digital channels. More and more governments all over the world are trying to acquire an electronic profile, in order to offer advanced services to their users (citizens and businesses). Two basic factors have significant contribution to this direction. The first considers the continuous increase of the users’ daily needs (e.g., information searching, certificate requesting). Traditionally, the completion of these tasks implies a lot of valuable time to be lost in the tracking of responsible actor and in the waiting in queues. The second one refers to the ongoing access of the users with the Internet. This new way of communication facilitates the transactions and helps in providing better public services. It is clear that e-government’s successful development and operation demands proper design, which will comprise the basis for its application. Information and communication technologies (ICT) may contribute essentially to this direction, as long as government and users adopt them under the framework of a broader reorganization of the public sector. This adaptation can be implemented gradually in levels, which will enable the unobstructed data flow from/to government and will give the opportunity to citizens and businesses to obtain the highest access to the provided governmental services. Only under these circumstances, this transition will lead to a series of strategic, administrative and operational benefits (NOIE, 2003; OGC, 2003), for example, best coverage of users’ needs, cost and time savings, and so forth. This article is intended to present a level-based approach for the development of e-government services, starting from the lowest one to the highest and more complicated. Following gradually this sequence of technological levels and incorporating with strategy, coordination, and know-how, an organization can realize the vision of e-government, provide reliable online information and services to their users and improve their efficiency and effectiveness.

The Use of Spatial Information to Create E-Public Services - Experiences from the Project "E-Services for Residents of Czestochowa”

2015 ◽  
Vol 795 ◽  
pp. 253-260
Author(s):  
Elzbieta Wyslocka ◽  
Renata Biadacz
Keyword(s):  
Information And Communication Technologies ◽  
Spatial Information ◽  
Communication Technologies ◽  
Developed Countries ◽  
Barriers To Entry ◽  
Services Sector ◽  
Government Services ◽  
Information And Communication ◽  
Use Of The Internet ◽  
Developing And Developed Countries

Progress in the field of information and communication technologies has created unprecedented opportunities to deliver services in both developing and developed countries. E-services sector is one of the fastest growing areas of the economy. Supply of electronic services contributes to creating value by reducing the number of barriers to entry. Also a growing use of the Internet and related opportunities in the area of public e-services can be observed. This paper focuses on the use of Geographic Information Systems in the implementation of e-government services on the example of Częstochowa. The paper presents technical and functional assumptions and experience with implementation of the project "E-services for residents of Czestochowa".

Unemployment in the Conditions of Digitization of the Regional Economy

2019 ◽  
Vol 7 (4) ◽  
pp. 24-27
Author(s):  
Б. Гриднева ◽  
B. Gridneva
Keyword(s):  
Labor Market ◽  
Information And Communication Technologies ◽  
Service Sector ◽  
Communication Technologies ◽  
Regional Labor Market ◽  
Current Trends ◽  
Regional Labor ◽  
Information And Communication ◽  
Increasing Demand ◽  
The City

Modern trends in the digitalization of the national economy are rapidly moving from the service sector to manufacturing and further to simpler enterprises in terms of technology. The introduction of information and communication technologies leads to significant changes in the labor market. Some professions are in increasing demand, while others are almost dying out, replaced by new ones. Many jobs, according to analysts, will be lost in the process of digitalization, and disappeared jobs are not always replaced by new ones. Tyumen region is a pilot region included in the national project “Digital economy”. In addition, the city of Tyumen is a pilot site of the program of the Ministry of construction of the Russian Federation “Smart city”. The article analyzes the statistical indicators characterizing the current trends of unemployment in the regional labor market of the Tyumen region.

scholarly journals Rozwój usług elektronicznej administracji publicznej w Polsce na tle Unii Europejskiej

2021 ◽  
Vol 65 (1) ◽  
pp. 47-73
Author(s):  
Dorota Miłek ◽  
◽  
Paulina Nowak ◽  
Keyword(s):  
European Union ◽  
Information And Communication Technologies ◽  
Information Society ◽  
Open Data ◽  
Communication Technologies ◽  
Individual Member ◽  
The European Union ◽  
Government Services ◽  
Central Statistical ◽  
Information And Communication

The information society, which was born along with the development of information and communication technologies, is a commonly used term in everyday life, both personally and professionally. The aim of the article is to evaluate the level of development of e-government services in the European Union countries, with particular emphasis on Poland. For the purpose of the research, the Perkal and Ward methods were used and the following indicators: DESI and EGDI. The available data from Eurostat and the Central Statistical Office in the area of public e-government services for citizens were analyzed. The article also refers to the development priorities of Poland and the European Union in terms of e-administration development. E-administration is one of the most important areas determining the essence of the information society. Rapid progress is observed in the development of e-government in Europe. However, it is not even, and there are significant inequalities in the access and use of ICT in individual Member States. Societies strive for quick and convenient handling of civil matters via the Internet. Electronic public administration in EU countries is undergoing a digital transformation, from traditional handling of citizens’ affairs to modern, i.e. electronic implementation of public services. As the research shows, the level of development of e-government services in Poland differs from the average in the EU, despite a significant improvement in such areas as open data, pre-filled forms and the availability of e-administration services for enterprises.

scholarly journals The Position of the Scandinavian Countries in Global Information and Communication Technologies Indexes

2020 ◽  
pp. 76-84
Author(s):  
Denis A. Strokatov
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Developed Countries ◽  
Government Programs ◽  
Mobile Cellular ◽  
Government Sector ◽  
Global Ratings ◽  
Information And Communication ◽  
The Government ◽  
National Economies

The Scandinavian countries are among of the most successful countries in terms of development, implementation and using information and communication technologies (ICT), which is confirmed by a number of global ratings in digitalization of national economies. This study aims to identify factors that allowed these countries to have held leading positions in three global indexes: the E-government Development Index, the Digital Evolution Index and the Global Connectivity Index. This study found that the main factor which lead to the success of the development of the ICT sector in the Scandinavian countries is the government programs and strategies in the field of digitalization the national economy, aimed at digitalizing of the government sector, supporting private companies in the construction of infrastructure and increasing penetration of innovative standards of mobile-cellular and fixed-broadband services. In conclusion, this study notes that the successful experience of the Scandinavian countries in the development and use of ICT can be used in the Russian economy and the others developed countries.

scholarly journals Technology Aspects of E-Government Readiness in Developing Countries: A Review of the Literature

2016 ◽  
Vol 9 (4) ◽  
pp. 1
Author(s):  
Mustafa Omar M. Baeuo ◽  
Nor Zairah Binti Ab. Rahim ◽  
Asma Ali Mosa Alaraibi
Keyword(s):  
Developing Countries ◽  
Information And Communication Technologies ◽  
Current Knowledge ◽  
Communication Technologies ◽  
Developed Countries ◽  
Government Services ◽  
Technological Readiness ◽  
Government Project ◽  
Information And Communication ◽  
Effective Use

The rapid global growth of the Internet and information technology has inspired many governments to transform their traditional services into electronic ones. Many governments are now developing, implementing and improving their strategies to transform government services using information and communication technologies (ICTs). E-Government, as it is known, has become a popular focus of government efforts in many developed countries and, more recently, in several developing countries. Further, e-government services have become a significant and active means for interaction among government, citizens and businesses. E-government comprises several dimensions, one of the main ones being e-government readiness. To put technology to effective use, a government must be “ready”. E-government readiness helps a government to measure its stages of readiness, identify its gaps, and then redesign its government strategy. One of the aspects of e- government readiness is that of technological readiness, which plays an important role in implementing an effective and efficient e- government project. This paper explores the gaps in current knowledge relating to the technological aspects of e-government readiness through the conduct of a literature review. In particular, the review focuses on the models and frameworks that have been developed to assess e-government readiness.

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