What is American Customer Satisfaction Index (ACSI)

This chapter reviews various strategic frameworks for e-government which include goals and objectives. Among typical goals are the following: efficiency for the government agency, convenience for using public, and involvement for the citizen. Measurement dimensions for projects that contribute to these goals are defined (e.g., dollar value of savings) for the efficiency goal. From an efficiency standpoint, it is contended that projects can be viewed as providing “cashable” benefits for the government agency in terms of continuing revenue streams. Empirical evidence is cited showing the existence of various highyield e-government projects, as evinced by payback periods which average less than one year. Such high potential returns provide justification for further development of e-government services. If government entities underwrite the development costs of such projects, then they could not only recover their costs, but also derive the wherewithal to fund future e-government projects that can serve a variety of goals.