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

Assion 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 Glenn Miller (University of North Dakota, USA)
DOI: 10.4018/978-1-60566-964-9.ch016
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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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