Evaluating the Implementation Process: An Exploratory eGovernment Case Study

This paper approaches implementation evaluation as an integral part of the public administration organizational action. Drawing on contributions from organization theory, we assign a dual role to evaluation: valuable cognitive resource and accountability tool for the policymakers. This exploratory case study, supported by a review of secondary data sources, seeks to enrich the literature on implementation evaluation with a scientifically founded opinion on the launch of a recent egovernment project by the City of Milan. As no attempt has yet been made to evaluate the effects of the initiative, our paper aims to help fill this gap. Our preliminary findings confirm the heuristic potential of an evaluation approach where interdisciplinary inputs can enlighten not only the results, but also the process of design, adoption and use of the e-services. The paper discusses the role of the various evaluation stages, with a specific focus on process-based (in itinere) evaluations.