E-Government Service Delivery Performance

2010 ◽  
pp. 283-300
Author(s):  
Assion Lawson-Body ◽  
Jared Keengwe ◽  
Laurence Mukankusi ◽  
Abdou Illia ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Web Sites ◽  
Information Technologies ◽  
Lower Cost ◽  
Value Proposition ◽  
Government Service ◽  
Internal Process ◽  
Four Dimensions ◽  
Delivery Performance

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

scholarly journals An Adaptation Of The Balanced Scorecard For E-Government Service Delivery: A Content Analysis

2008 ◽  
Vol 1 (1) ◽  
pp. 75-82
Author(s):  
Assion Lawson-Body ◽  
Laurence Mukankusi ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Balanced Scorecard ◽  
Positive Impact ◽  
Value Proposition ◽  
It Services ◽  
Government Service ◽  
Internal Process ◽  
Delivery Performance ◽  
The Impact

E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is central to the performance of e-government service delivery. This paper examines the effectiveness of website-supported Balanced Scorecards four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 3133-3141
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 1152-1157
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

E-Government Service Delivery Performance

2008 ◽  
Vol 6 (2) ◽  
pp. 11-28 ◽  
Author(s):  
Aisson Lawson-Body ◽  
Jared Keengwe ◽  
Laurence Mukankusi ◽  
Abdou Illia ◽  
Glen Miller
Keyword(s):  
Service Delivery ◽  
Government Service ◽  
Delivery Performance

Public or private “ownership” - what’s in a name?

2003 ◽  
Vol 3 (1-2) ◽  
pp. 441-447
Author(s):  
J. Davis ◽  
G. Cashin
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Capital Expenditure ◽  
Performance Standards ◽  
Public Utility ◽  
Private Ownership ◽  
Private Company ◽  
Delivery Performance ◽  
Operations And Maintenance ◽  
Private And Public

This paper examines the similarities and differences between public and private ownership of water utilities, including variations such as corporatisation. In any utility where the asset owner and the asset operator are the same, there are pressures to reduce operations and maintenance costs and capital expenditure to maximise returns. The authors argue that this is the case irrespective of whether such returns are to private shareholders or dividends to government. On the other hand, where the asset owner and the asset operator are separate entities with a clearly defined contractual interface, it is not possible to increase returns by reducing operations and maintenance standards, presuming a properly constructed contract. This is because the performance standards are clearly stipulated in the contract with payment reductions applying for non-performance. Such a model can be put in place irrespective of whether the asset owner is a private company or a public utility. The paper examines the profit incentive applying to private and public sector organisations in models where:the asset owner and the asset operator are the same organisation;models where the asset owner and the asset operator are separate organisations, with the service delivery performance governed by a clearly defined contractual interface. The paper shows why the drivers governing the behaviour of public sector and private sector owners are similar, and how the separation of asset owner and asset operator can be used to ensure that service delivery standards are achieved at the lowest cost, whilst providing full transparency to shareholders, regulators and customers alike. The paper also reviews actual comparative data on service quality and performance under a number of ownership and contractual models, and draws conclusions on the effectiveness of the various asset owner/operator models in terms of service delivery performance and costs.

Toward a New Conceptualization of Journalistic Competency: An Analysis of U.S. Broadcasting Job Announcements

2020 ◽  
pp. 107769582092530 ◽  
Author(s):  
Lei Guo ◽  
Yong Volz
Keyword(s):  
Content Analysis ◽  
Professional Values ◽  
Professional Competencies ◽  
Competence Model ◽  
Four Dimensions ◽  
Broadcast Media ◽  
Ethical Competence ◽  
Cognitive Knowledge ◽  
Constitutive Element

Journalistic competency is a constitutive element of professional values and practices in journalism. But what constitutes journalistic competency in today’s ever-changing media landscape? Existing literature lacks theoretical and empirical understandings of journalistic competency, especially in broadcasting. Drawing on Cheetham and Chivers’s competence model, we examine professional competencies as defined by broadcast media through a content analysis of 359 job announcements. Four dimensions of journalistic competency were explicated and empirically assessed: cognitive/knowledge, functional, personal/behavioral, and ethical competence.

Service Delivery and Accountability of Urban Officials: Evidence from Urban-based Local Government in Bangladesh

2021 ◽  
pp. 097152312110163
Author(s):  
A. H. M. Kamrul Ahsan ◽  
Peter Walters ◽  
Md. Adil Khan
Keyword(s):  
Qualitative Study ◽  
Service Delivery ◽  
Service Providers ◽  
City Government ◽  
Quality Monitoring ◽  
Government Service ◽  
The Poor ◽  
Similar Class ◽  
Rajshahi City

This study compares the state of city government service delivery for communities living in different areas with different level of affluence in Rajshahi City in Bangladesh. Based on the results of a qualitative study, we found a significant service disparity between the affluent and the poor communities. This disparity is due to the inability of the poor to hold service providers accountable, attributable to a lack of knowledge about services and a lack of social status. Lack of quality monitoring and a marked bias in the quality of interactions between the poor and the affluent contribute to the service disparity This disparity is largely invisible to the poor who, instead of comparing themselves with the affluent citizens, compare themselves with a similar class of people.

Measuring the quality of the “comply or explain” approach

2015 ◽  
Vol 30 (4/5) ◽  
pp. 373-412 ◽  
Author(s):  
Michail Nerantzidis
Keyword(s):  
Content Analysis ◽  
Web Sites ◽  
Stock Exchange ◽  
The Body ◽  
Content Type ◽  
Athens Stock Exchange ◽  
Recent Financial Crisis ◽  
The One ◽  
Comply Or Explain

Purpose – This paper provides evidence regarding the efficacy of the “comply or explain” approach in Greece and has three objectives: to improve our knowledge of the concept of this accountability mechanism, to elevate auditors’ potential role in the control of corporate governance (CG) statements and to contribute to the discussion about the reform of this principle; a prolonged dialogue that has been started by European Commission in the light of the recent financial crisis. Design/methodology/approach – The approach taken is a content analysis of CG statements and Web sites of a non-probability sample of 144 Greek listed companies on the Athens Stock Exchange for the year 2011. Particularly, 52 variables were evaluated from an audit compliance perspective using a coding scheme. From this procedure, the level of compliance with Hellenic Federation of Enterprises (SEV) code, as well as the content of the explanations provided for non-compliance, were rated. Findings – The results show that although the degree of compliance is low (the average governance rating is 35.27 per cent), the evaluation of explanations of non-compliance is even lower (from the 64.73 per cent of the non-compliance, the 40.95 per cent provides no explanation at all). Research limitations/implications – The research limitations are associated with the content analysis methodology, as well as the reliability of CG statements. Practical implications – This study indicates that companies on the one hand tend to avoid the compliance with these recommendation practices, raising questions regarding the effectiveness of the SEV code; while on the other, they are not in line with the spirit of the CG code, as they do not provide adequate explanations. These results assist practitioners and/or policy-makers in perceiving the efficacy of the “comply or explain” approach. Originality/value – While there is a great body of research that has looked into the compliance with best practices, this study is different because it is the first one that rates not only the degree of the compliance with the code’s practices but also the content of the explanations provided for non-compliance. This is particularly interesting because it adds to the body of research by providing a new approach in measuring the quality of the “comply or explain” principle in-depth.

Self-Presentation of Female Athletes: A Content Analysis of Athlete Avatars

2016 ◽  
Vol 9 (4) ◽  
pp. 460-475 ◽  
Author(s):  
Megan B. Shreffler ◽  
Meg G. Hancock ◽  
Samuel H. Schmidt
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Web Sites ◽  
Female Athletes ◽  
Common Theme ◽  
Traditional Media ◽  
Self Presentation ◽  
The Public ◽  
Athletic Competence

Unlike traditional media, which frames female athletes in sexualized manners and in socially accepted roles such as mothers and girlfriends, user-controlled social-media Web sites allow female athletes to control the image and brand they wish to portray to the public. Using Goffman’s theory of self-presentation, the current study aimed to investigate how female athletes were portraying themselves via their Twitter avatar pictures. A total of 207 verified Twitter avatars of female athletes from 6 sports were examined through a content analysis. The avatars from each player were coded using the following themes: athlete as social being, athlete as promotional figure, “selfie,” athletic competence, ambivalence, “girl next door,” and “sexy babe.” The results revealed that athletic competence was the most common theme, followed by selfie and athlete as social being. Thus, when women have the opportunity to control their image through social media they choose to focus on their athletic identities.

Sign in / Sign up

Export Citation Format

Share Document