E-Government: A Comparative Study of the G2C Online Services Progress Using Multi-Criteria Analysis

E-Government: A Comparative Study of the G2C Online Services Progress Using Multi-Criteria Analysis

Denis Yannacopoulos, Panagiotis Manolitzas, Athanasios Spyridakos
DOI: 10.4018/978-1-4666-1746-9.ch016
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Governments across the European Union (EU) face the challenge of responding to public demand for more responsive, efficient and effective services. E-Government based on the principle of providing services via internet to citizens and companies. The rapid growth of electronic government gave the EU the ability to correspond more effectively to the needs of citizens and provide more valuable services. In this paper the authors analyze the web based services that have been developed by EU member states. A comparative measurement of the progress of online services delivery is presented using a Multi-criteria INteractive Ordinal Regression Analysis (MINORA) system. The paper demonstrates the importance of Multicriteria Analysis and the use of reliable methods that allowed the development of a function of total utility dynamically modified depending on the evolution of e-government services.
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2. E-Government-Definition

Studying the International bibliography the definitions that impress more completely the significance of electronic government are the following:

  • E-government is the use of information and communication technologies, and particularly the internet, as a tool to achieve better government’(OECD, 2003)

  • Electronic Government constitutes the Public Administration that uses the Technologies of Information technology in order to convert its Internal and Exterior relations (United Nations, 2008).

For us Electronic Government is the benefit of standardized services of information or even transactions, using electronic means, mainly the Internet and it’s that this provides.

Substantially e-government concerns transactions that are related with the relations of Public Administration: (a) with citizens (Government to Citizens-G2C) providing services that are related with submission of tax of income, publication of certificates etc, (b) with businesses (Government to Businesses-G2B) providing services that are related with the submission of tax, contributions of social insurance, submission of statistical data etc and finally (c) with public services in the particular type of transaction (Government to Governement-G2G) the possibilities provided via the completed interconnection and the interdepartmental collaborations for communication between the public services.


3. Sophistication Of Online Services

According to the European Commission (2008), the levels of sophistication of online services are divided into five levels (Figure 1). The higher degree of service’s availability that is provided in electronic platform the higher the indicator of effectiveness and efficiency of provided services.

Figure 1.

Sophistication of online services


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