The elicitation of key performance indicators of e-Government providers: A bottom-up approach
المؤلف | Osman, Ibrahim H. |
المؤلف | Anouze, Abdel Latef |
المؤلف | Azad, Bizhan |
المؤلف | Daouk, Lina |
المؤلف | Zablith, Fouad |
المؤلف | Hindi, Nitham Mohammed |
المؤلف | Irani, Zahir |
المؤلف | Lee, Habin |
المؤلف | Weerakkody, Vishanth |
تاريخ الإتاحة | 2024-03-14T10:06:22Z |
تاريخ النشر | 2013 |
اسم المنشور | Proceedings of the European, Mediterranean and Middle Eastern Conference on Information Systems, EMCIS 2013 |
المصدر | Scopus |
الترقيم الدولي الموحد للكتاب | 9.78191E+12 |
الملخص | Delivering an adequate e-Government service (e-service) is becoming more of a necessity in today's digital world. In order to improve e-services and increase the engagement of both users' and providers' side, studies on the performance evaluation of such provided e-services are taking places. However a clear identification of the key performance indicators from the eGovernment providers' side is not well explored. This shortcoming hampers the conduct of a holistic evaluation of an e-service provision from the perspective of its stakeholders in order to improve e-services as well as to increase e-services take-ups. In this paper, a systematic process to identify indicators is implemented based on a bottom-up approach. The process used three focus-group meetings with providers, users, and academics in Qatar, Lebanon and UK to collect, identify and validate key indicators from the perspective of e-services' providers. The approach resulted in the identification of five factors levels (service, technology, employees, policy and management and social responsibilities) with fifteen sub-categories of SMART variables. Hence, leading to the development of a new model, STEPS, that can fully explain and predict e-government success from the providers' point of view. It will work as a strategic management tool to align various stakeholders on common goal and values based on evidence based evaluation of e-services using smart measurable indicators for the improvement of an e-service at the engagement level in the field of e-government. In addition, other fields can benefit from the outcome of this work, such as logistics service providers, who make their services available across new and existing relationships between the Internet commerce firms, their customers, and their vendors. |
راعي المشروع | The paper was made possible by NPRP grant # [NPRP 09 - 1023 - 5 - 158] from the Qatar National Research Fund (a member of Qatar Foundation). The statements made herein are solely the responsibility of the author[s] |
اللغة | en |
الناشر | European and Mediterranean Conference on Information Systems |
الموضوع | e-Government Lebanon Performance management Providers Qatar SMART indicators STEPS model UK |
النوع | Conference Paper |
الصفحات | 17-Jan |
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