CEC Theses and Dissertations

Date of Award

2007

Document Type

Dissertation

Degree Name

Doctor of Philosophy in Information Systems (DISS)

Department

Graduate School of Computer and Information Sciences

Advisor

Easwar Nyshadham

Committee Member

Sumitra Mukherjee

Committee Member

Ling Wang

Abstract

The main objective of performance measurement in public organizations is to support better decision-making by management, leading to improved outcome for the community, and to meet external accountability requirements. There are different performance measurement models to measure the e-Government initiatives and different studies differ in identifying the key factors and measurement indicator. Many measurement instruments take a too simplistic view and focus on measuring what is easy to measure. Much challenge faced by the existing e-Government studies is understanding what citizens, businesses and government agencies wants and how to measure the return on government's Internet investment. Government administrations, international organizations and consultancy firms have done many e-Government benchmarking and performance studies. The results of these studies vary because most of the e-Government studies are assessed from only one perspective of either citizens, businesses or public officials. Issues analyzed by different evaluations lead to different outcomes and give only part of the answer to what is the level of e-Government in a given country or local community.

The main aim of this research was to evaluate the impact of e-Government and its instruments of measurements to develop an e-Government performance measurement framework. The combined research methodology of literature research and case study were chosen to answer the goal of this research. This research analyzed the existing literature on performance measurement models from private and public sector and also the e-Government performance models proposed by many governmental and international organizations. Proposed model was validated with a number of national government Strategies with an illustrative case study approach using documentary analysis. Many of the performance studies are used as the main determinants of public opinion on e-Government and for developing e-Government strategy, it is very important that, what is being measured is crucial for the further development of e-Government.

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