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المؤلفIbrahim H., Osman
المؤلفAnouze, Abdel Latef
المؤلفIrani, Zahir
المؤلفLee, Habin
المؤلفMedeni, Tunç D.
المؤلفWeerakkody, Vishanth
تاريخ الإتاحة2020-04-05T10:53:22Z
تاريخ النشر2019
اسم المنشورEuropean Journal of Operational Research
المصدرScopus
الاقتباسOsman, I. H., Anouze, A. L., Irani, Z., Lee, H., Medeni, T. D., & Weerakkody, V. (2019). A cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values. European Journal of Operational Research, 278(2), 514-532.
الرقم المعياري الدولي للكتاب0377-2217
معرّف المصادر الموحدhttp://dx.doi.org/10.1016/j.ejor.2019.02.018
معرّف المصادر الموحدhttp://hdl.handle.net/10576/13829
الملخصElectronic government services (e-services) involve the delivery of information and services to stakeholders via the Internet, Internet of Things and other traditional modes. Despite their beneficial values, the overall level of usage (take-up) remains relatively low compared to traditional modes. They are also challenging to evaluate due to behavioral, economical, political, and technical aspects. The literature lacks a methodology framework to guide the government transformation application to improve both internal processes of e-services and institutional transformation to advance relationships with stakeholders. This paper proposes a cognitive analytics management (CAM) framework to implement such transformations. The ambition is to increase users’ take-up rate and satisfaction, and create sustainable shared values through provision of improved e-services. The CAM framework uses cognition to understand and frame the transformation challenge into analytics terms. Analytics insights for improvements are generated using Data Envelopment Analysis (DEA). A classification and regression tree is then applied to DEA results to identify characteristics of satisfaction to advance relationships. The importance of senior management is highlighted for setting strategic goals and providing various executive supports. The CAM application for the transforming Turkish e-services is validated on a large sample data using online survey. The results are discussed; the outcomes and impacts are reported in terms of estimated savings of more than fifteen billion dollars over a ten-year period and increased usage of improved new e-services. We conclude with future research.
راعي المشروعThe authors would like to acknowledge the funding support for the CEES project (C-E-E-S: Citizen Oriented Evaluation of E-government Services: a reference model) funded by “FP7-PEOPLE-IAAP-2008 - Marie Curie Action: Industry-Academia-Partnerships and Pathways” under grant agreement: 230658. We would like also thank the senior management of Turksat, namely President Ensar Gül and VP Halil Yeşilçimen of Turksat for their advocacy and commitment to support the implementation of the various recommendations, without them, the project would not have achieved the e-government goals. The Husni Sawwaf Chair at the American University of Beirut for supporting also the project. Also special thanks go to the Euro Excellence in Practice Award committee for selecting this work to be among finalists at EURO 2015 conference, Glasgow, UK. Finally, sincere appreciations go to the guest editors and the anonymous referees for their critical comments and support that immensely improved the clarity of the presentation of the paper.
اللغةen
الناشرElsevier B.V.
الموضوعAnalytics
Behavioral OR
Data Envelopment Analysis
Multiple criteria analysis, OR in government
العنوانA cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values
النوعArticle
الصفحات514-532
رقم العدد2
رقم المجلد278
ESSN1872-6860


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