A Framework for E-Government Portal Development

A Framework for E-Government Portal Development

Bharat Maheshwari (University of Windsor, Canada), Vinod Kumar (Carleton University, Canada), Uma Kumar (Carleton University, Canada) and Vedmani Sharan (Carleton University, Canada)
DOI: 10.4018/978-1-60566-713-3.ch001
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Abstract

Electronic government (E-government) portals are considered one of the most popular conduits for offering government services online. Successful e-government portal development projects have been lauded in several academic and practitioner papers. These projects have concentrated on integrating government agencies by working to break the traditional silo-based view of the government and providing seamless integrated online services to citizens. However, the rate of adoption for e-government portals by citizens has been much lower than expected. A major reason identified in the literature for this is a lack of understanding of managerial considerations that affect portal development and subsequent adoption. In this chapter, we present a framework of managerial considerations for the development of e-government portals. The framework builds upon available literature in the field of e-government and public administration. It consists of eight key front-office and back-office considerations that contribute to successful development of an e-government portal. It provides an excellent platform for future research on e-government portals. The framework can also be extended to managers as a useful tool for ascertaining the effectiveness of their government portal development.
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Introduction

Governments in both developed and developing countries continue to make massive financial and political commitments towards change initiatives that are enabled by advanced information and communication technologies (ICTs) (Fountain, 2001). Broadly, these initiatives that lead to the adoption and use of advanced ICTs in public administration by government organizations at all jurisdictional levels are grouped under the umbrella term “electronic government” (e-government) (OECD, 2003). The significant increase in the availability and use of government information and services online is a testament to the importance of e-government. However, several analyst reports point out that the return on e-government investments is very low or negative in many jurisdictions because these projects often fail to improve service quality (Accenture, 2005; Bhatnagar, 2002). Apparently, while the exponential surge in e-government initiatives promises widespread access, it also poses significant challenges for managers who are responsible for those initiatives in their respective jurisdictions. In this chapter, we focus on developing a framework of managerial considerations for the effective design and development of e-government portals.

Similar to majestic gateways of large buildings, in a literal sense, portals are anchor Websites. E-government portals provide a single jurisdictional window for offering services and information for all of a government’s departments to the citizens/customers, government employees, and other stakeholders (Tatnall, 2005; Breen, 2000) and signify a move beyond information-only government Websites. E-government portals let governments reach out to the citizen/customer around the globe – inexpensively and around the clock as an integrated and single entity (Stauffacher, 2002; Heeks, 2001; McClure, 2000). A number of e-government portal development and implementation projects are being undertaken to improve the efficiency and effectiveness of government internal operations, communication with citizens, and online service delivery while cutting costs (Dittrich, Ekelin, Elovaara, & Hansson, 2003; Warkentin, Gefen, Pavlou, & Rose, 2002).

These initiatives require the managers in the public sector to consider issues of shared information resources and back-office integration (Weerakkody & Currie, 2003). However, the research on e-government development and implementation is meagre (Jaeger, 2003) and also quite diverse. A majority of the academic papers consider front-office and back-office attributes in isolation. Some academics consider measures such as navigability and aesthetics (Reichheld, Markey Jr, & Hopton, 2000; Chen & Stanney, 1999) and users’ perspectives (Ghinea & Thomas, 1998). Others consider back-office integration (Ebrahim & Irani, 2005), content management (Dholakia & Rego, 1998), and branding and promotion (Kendrick, 1998). Considering this situation, this research is motivated by a need to develop a comprehensive framework of e-government portal development. This framework is an amalgamation of existing front-office frameworks and back-office frameworks. It consists of eight key e-government portal development attributes: segmentation, services, navigation, content management, implementation approach, governance, user adoption strategy, and IT architecture. The identification of key attributes was based on the review of e-government and portal development literature as well as our review of several e-government portals.

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Dedication
Ganesh P. Sahu, Yogesh K. Dwivedi, Vishanth Weerakkody
Editorial Advisory Board
Table of Contents
Foreword
Marijn Janssen
Preface
Ganesh P. Sahu, Yogesh K. Dwivedi, Vishanth Weerakkody
Acknowledgment
Ganesh P. Sahu, Yogesh K. Dwivedi, Vishanth Weerakkody
Chapter 1
Bharat Maheshwari, Vinod Kumar, Uma Kumar, Vedmani Sharan
Electronic government (E-government) portals are considered one of the most popular conduits for offering government services online. Successful... Sample PDF
A Framework for E-Government Portal Development
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Chapter 2
Petter Gottschalk
The mobilization of electronic information across government organizations has the potential of modernizing and transforming information exchanges.... Sample PDF
E-Government Interoperability: Frameworks for Aligned Development
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Chapter 3
Mahfuz Ashraf, Jo Hanisch, Paul Swatman
While there is hope that ICT interventions will lead to socio-economic development in developing countries, there is a dearth of research concerning... Sample PDF
An Explorative Study of Dynamic Influences on ICT-Led Developmental Impact at Community Level
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Chapter 4
Marc Holzer, Aroon Manoharan
The chapter is based on a study of global municipal Web portals conducted through a collaboration between the E-Governance Institute at... Sample PDF
Tracking the Digital Divide: Studying the Association of the Global Digital Divide with Societal Divide
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Chapter 5
Charru Malhotra, V.M. Chariar, L.K. Das
The speed and outreach enabled by information and communication technologies (ICT) have improved mechanisms of delivery of information, services and... Sample PDF
Making ICT more Meaningful for Governance in the Rural Areas: Role of the Community Knowledge Systems
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Chapter 6
Sandeep Kaur, N. Mathiyalagan
ICTs in general and e-governance in particular offer tremendous opportunities for improving demand-driven transparent and accountable service... Sample PDF
Impact of E-Government Implementation on Poverty Reduction in Rural India: Selected Case Studies
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Chapter 7
Subhajit Choudhury, Sudhir Kumar
The chapter introduces information communication technology and its importance with respect to digital divide. Digital divides is the connotation of... Sample PDF
E-Governance: Tool for E-Democracy and Citizen Empowerment in the Horizon of Information Technology Era in Developing Society in India, Nepal and Bangladesh
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Chapter 8
Siddhartha Ghosh
E-governance is the public sector’s use of information and communication technologies (ICT) with the aim of improving information and service... Sample PDF
Application of Natural Language Processing (NLP) Techniques in E–Governance
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Chapter 9
Anand Agrawal
A primary goal of e-governance is providing online-services to citizens over the internet (Web portals) to facilitate government-to-citizen (G2C)... Sample PDF
Assessing E-Governance Online-Service Quality (EGOSQ)
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Chapter 10
Sundresan Perumal
As the world is streaming into an electronic world there are still huge communities that don’t understand the evolution government into the era of... Sample PDF
The Success Model of Evolution from Government to E-Governance
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Chapter 11
Shafi Al-Shafi, Vishanth Weerakkody
This chapter examines the adoption of free wireless internet parks (iPark) by Qatari citizens as means of accessing electronic services from public... Sample PDF
Technology Acceptance of Free Wireless Internet Park Initiatives
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Chapter 12
Yogesh K. Dwivedi
The main purpose of this chapter is to provide readers an exhaustive list of references focused upon electronic government related issues.The... Sample PDF
A Bibliometric Analysis of Electronic Government Research
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Chapter 13
C.S.R. Prabhu
The National e-Governance Plan (NeGP) proposes citizen service delivery up to the village level through various channels including village kiosks.... Sample PDF
Towards an E-Governance Grid for India (E-GGI): An Architectural Framework for Citizen Services Delivery
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Chapter 14
Swamy Tribhuvananda H.V., Gopakumar K.
ICTs are increasingly being recognized by the people across the globe as essential tools of development – tools that can empower them, enhance... Sample PDF
E-Halli: An Opportunity to Become Rural Entrepreneurs
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Chapter 15
Moaman Al-Busaidy, Vishanth Weerakkody
With the advancement of the Internet and supporting information and communication technologies, e-government has emerged as an effective means of... Sample PDF
E-Government Implementation in Oman: A Preliminary Investigation
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Chapter 16
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Information communications technologies (ICTs) are one of the major areas of research and investment in developing countries because they seem to... Sample PDF
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About the Contributors