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Benchmarking E-Government Quality - Whose Quality Are We Measuring?

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dc.contributor.authorJansen, Arild
dc.contributor.authorØlnes, Svein
dc.contributor.editorWimmer, Maria A.
dc.contributor.editorJanssen, Marijn
dc.contributor.editorMacintosh, Ann
dc.contributor.editorScholl, Hans Jochen
dc.contributor.editorTambouris, Efthimios
dc.date.accessioned2018-10-12T11:48:50Z
dc.date.available2018-10-12T11:48:50Z
dc.date.issued2013
dc.description.abstractThis paper analyses the results of several years of benchmarking of public online services in Norway. We compare these data, which are showing significant differences in measured quality between small and larger municipalities, with results from a comprehensive survey measuring citizens' satisfaction with public services. Finding that these observed differences are not supported by the user survey, we have to ask: whose quality are we really measuring? Many evaluation systems rely on similar heuristic methods, e.g. the EU's eGovernment benchmark 2012 framework, while the Danish benchmarking system has a different approach. The paper argues for a multi-dimensional approach to evaluation of public websites and gives some suggestions for this.en
dc.identifier.isbn978-3-88579-615-2
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/17285
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofElectronic Government and Electronic Participation - Joint Proceedings of Ongoing Research of IFIP EGOV and IFIP ePart 2016
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-221
dc.subjectQuality
dc.subjectHeuristics
dc.subjectBenchmarking
dc.subjectEvaluation
dc.subjecteGovernment
dc.titleBenchmarking E-Government Quality - Whose Quality Are We Measuring?en
dc.typeText/Conference Paper
gi.citation.endPage53
gi.citation.publisherPlaceBonn
gi.citation.startPage43
gi.conference.date16-19 September 2016
gi.conference.locationKoblenz, Germany
gi.conference.sessiontitleRegular Research Papers

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P221 - Electronic Government and Electronic Participation