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 (University of North Dakota, USA), Jared Keengwe (University of North Dakota, USA), Laurence Mukankusi (University of North Dakota, USA), Abdou Illia (Eastern Illinois University, USA) and Glen Miller (University of North Dakota, USA)
Copyright: © 2008 |Pages: 18
DOI: 10.4018/jeco.2008040102

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.

Complete Article List

Search this Journal:
Reset
Open Access Articles
Volume 17: 4 Issues (2019): 1 Released, 3 Forthcoming
Volume 16: 4 Issues (2018)
Volume 15: 4 Issues (2017)
Volume 14: 4 Issues (2016)
Volume 13: 4 Issues (2015)
Volume 12: 4 Issues (2014)
Volume 11: 4 Issues (2013)
Volume 10: 4 Issues (2012)
Volume 9: 4 Issues (2011)
Volume 8: 4 Issues (2010)
Volume 7: 4 Issues (2009)
Volume 6: 4 Issues (2008)
Volume 5: 4 Issues (2007)
Volume 4: 4 Issues (2006)
Volume 3: 4 Issues (2005)
Volume 2: 4 Issues (2004)
Volume 1: 4 Issues (2003)
View Complete Journal Contents Listing