E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector

E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector

Aisson Lawson-Body, Jared Keengwe, Laurence Mukankusi, Abdou Illia, Glen Miller
Copyright: © 2008 |Pages: 18
DOI: 10.4018/jeco.2008040102
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Abstract

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

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