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Type: Journal article
Title: Evaluating and designing electronic government for the future: Observations and insights from Australia
Author: Martin, N.
Rice, J.
Citation: International Journal of Electronic Government Research, 2011; 7(3):38-56
Publisher: Idea Group Publishing
Issue Date: 2011
ISSN: 1548-3886
Statement of
Nigel Martin and John Rice
Abstract: This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.
Rights: Copyright © 2011
DOI: 10.4018/jegr.2011070103
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