THE IMPACT OF E-GOVERNMENT INITIATIVES:LOUISIANAS iOEXPRESS LANElR LICENSEAND VEHICLE REGISTRATION SYSTEM

The utilization of technology by government to deliver information and services—E-Government—offers the ability to provide significant improvements in customer service, while reducing staffing costs and related expenses. But are E-Government projects producing their purported benefits? This paper examines the impact of e-government initiatives by studying the implementation of online and interactive voice response (IVR) systems at the Louisiana Office of Motor Vehicles (OMV). Previous studies relating to the effects of information technology projects are reviewed and a framework for evaluating the impact of information technology initiatives in public sector agencies is proposed. The study then examines the results of the OMV’s “Express Lane” project for providing drivers license and vehicle registration renewals online or through its IVR system.

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