Evaluation of E-government Services: A Citizen-Centric Approach to Citizen E-Complaint Services

Evaluation of E-government Services: A Citizen-Centric Approach to Citizen E-Complaint Services

Shang-Ching Yeh (National Science and Technology Museum, Taiwan) and Pin-Yu Chu (National Chengchi University, Taiwan)
Copyright: © 2010 |Pages: 18
DOI: 10.4018/978-1-61520-931-6.ch022
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Abstract

Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.
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Citizen E-Complaint Service In The E-Government Context

Email contact material worldwide

CECS with its communication vehicle being email, allowing citizens to file complaints to government officials regarding all government services or request information/services, is one of the most critical e-government services. According to West’s (2008a) global e-government reports: “Improving technology utilization in electronic government around the world, 2008” witnessed eighty-eight percent of global government websites offering email contact material that allows ordinary citizens to pose questions or request services. Many government websites around the world provide citizen e-complaint services, e.g. The US Government Web, http://www.lgo.org.uk/index.php).

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