A Balanced Scorecard Analysis of E-government Service Delivery Performance
نویسنده
چکیده
The significance of aligning usability and interactivity of web portals with government service delivery strategy is widely recognized, but the lack of appropriate methodologies prevented government units and their constituents from integrating web portal projects with e-government service delivery performance. This paper addresses the issue of delivering electronic government services using the concept of an accepted management tool, the Balanced Scorecard. In other words, the Balanced Scorecard may be used to identify the strategic impacts of usability and interactivity of web portals on egovernment service delivery performance. A framework, based on G2G and G2C e-government, is developed to match potential benefits of usability and interactivity of web portals with government service delivery strategy in four dimensions: innovation and learning, internal business process, customer, and financial. The implications of the framework in future research are discussed. A BALANCED SCORECARD ANALYSIS OF E-GOVERNMENT SERVICE DELIVERY PERFORMANCE Assion Lawson-Body, University of North Dakota, USA, [email protected] Glenn Miller, University of North Dakota, USA, [email protected] ABSTRACT The significance of aligning usability and interactivity of web portals with government service delivery strategy is widely recognized, but the lack of appropriate methodologies prevented government units and their constituents from integrating web portal projects with e-government service delivery performance. This paper addresses the issue of delivering electronic government services using the concept of an accepted management tool, the Balanced Scorecard. In other words, the Balanced Scorecard may be used to identify the strategic impacts of usability and interactivity of web portals on egovernment service delivery performance. A framework, based on G2G and G2C e-government, is developed to match potential benefits of usability and interactivity of web portals with government service delivery strategy in four dimensions: innovation and learning, internal business process, customer, and financial. The implications of the framework in future research are discussed.The significance of aligning usability and interactivity of web portals with government service delivery strategy is widely recognized, but the lack of appropriate methodologies prevented government units and their constituents from integrating web portal projects with e-government service delivery performance. This paper addresses the issue of delivering electronic government services using the concept of an accepted management tool, the Balanced Scorecard. In other words, the Balanced Scorecard may be used to identify the strategic impacts of usability and interactivity of web portals on egovernment service delivery performance. A framework, based on G2G and G2C e-government, is developed to match potential benefits of usability and interactivity of web portals with government service delivery strategy in four dimensions: innovation and learning, internal business process, customer, and financial. The implications of the framework in future research are discussed.
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E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector
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