Welcome to the InfoSci Platform
Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia

Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia

Nigel Martin, John Rice
Copyright: © 2013 |Pages: 21
ISBN13: 9781466624580|ISBN10: 1466624582|EISBN13: 9781466624597
DOI: 10.4018/978-1-4666-2458-0.ch014
Cite Chapter Cite Chapter

MLA

Martin, Nigel, and John Rice. "Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia." E-Government Services Design, Adoption, and Evaluation, edited by Vishanth Weerakkody, IGI Global, 2013, pp. 238-258. https://doi.org/10.4018/978-1-4666-2458-0.ch014

APA

Martin, N. & Rice, J. (2013). Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia. In V. Weerakkody (Ed.), E-Government Services Design, Adoption, and Evaluation (pp. 238-258). IGI Global. https://doi.org/10.4018/978-1-4666-2458-0.ch014

Chicago

Martin, Nigel, and John Rice. "Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia." In E-Government Services Design, Adoption, and Evaluation, edited by Vishanth Weerakkody, 238-258. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-2458-0.ch014

Export Reference

Mendeley
Favorite

Abstract

This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.