Evaluating Web-Based E-Government Services with a Citizen-Centric Approach

One of the challenges in delivering e-government services is to design the Web sites to make it easier for citizens to find desired information. However, little work is found to evaluate e-government services in this sense. In addition, current efforts on government Web site design mainly concentrate on Web site features that would enhance its usability, but few of them answers why some Web design is better than others to facilitate citizens' information seeking. This paper aims to contribute to both aspects: it equips government agencies with a model that can not only evaluate their Web-based e-government services, but also helps them understand why their Web sites succeed or fail to help citizens find needed information. In addition to the model itself, instruments for applying this model are also developed.

[1]  Martin Hughes,et al.  The Role of Process Evolution in Achieving Citizen Centered E-Government , 2003, AMCIS.

[2]  Paul B. Kantor,et al.  A study of information seeking and retrieving. II. Users, questions, and effectiveness , 1988, J. Am. Soc. Inf. Sci..

[3]  Kristin R. Eschenfelder,et al.  Assessing U.S. federal government websites , 1997 .

[4]  Elliot R. Siegel,et al.  A practical approach to e-government Web evaluation , 2003 .

[5]  Barry Bozeman,et al.  Comparing Public and Private Organizations: Empirical Research and the Power of the A Priori , 2000 .

[6]  Nigel P. Rea,et al.  Putting Citizens On-Line, Not in Line , 2001 .

[7]  M. Lynn.  Hawaii International Conference on System Sciences , 1996 .

[8]  Dania Bilal,et al.  Differences and similarities in information seeking: children and adults as Web users , 2002, Inf. Process. Manag..

[9]  D. R. Danielson.  Volatility in Web Navigation: Usability Metrics and User Behavior , 2002 .

[10]  Paul Solomon,et al.  Looking for Information—A Survey of Research on Information Seeking, Needs, and Behavior , 2003, Information Retrieval.

[11]  Robert W. Backoff,et al.  Comparing Public and Private Organizations , 1976 .

[12]  David Ellis,et al.  Uncertainty in Information Seeking , 2000, Inf. Res..

[13]  Ruth V. Small,et al.  Quality Websites: An Application of the Kano Model to Website Design , 1999 .

[14]  Pertti Vakkari,et al.  Task complexity, problem structure and information actions - Integrating studies on information seeking and retrieval , 1999, Inf. Process. Manag..

[15]  Ping Zhang,et al.  Satisfiers and dissatisfiers: A two-factor model for website design and evaluation , 2000, J. Am. Soc. Inf. Sci..

[16]  Michael H. Kutner.  Applied Linear Statistical Models , 1974 .

[17]  Iwan G. J. H. Wopereis,et al.  Differences between novice and experienced users in searching information on the World Wide Web , 2000, J. Am. Soc. Inf. Sci..

[18]  H. Rainey,et al.  Perceptions of Incentives in Business and Government: Implications for Civil Service Reform , 1979 .

[19]  Lorne Olfman,et al.  The evolution of US state government home pages from 1997 to 2002 , 2003, Int. J. Hum. Comput. Stud..

[20]  Bryce Allen,et al.  Information Tasks: Toward a User-Centered Approach to Information Systems , 1996 .

[21]  Raquel Benbunan-Fich,et al.  Using protocol analysis to evaluate the usability of a commercial web site , 2001, Inf. Manag..

[22]  Byeong-Min Yu,et al.  The effects of menu design on information-seeking performance and user's attitude on the World Wide Web , 2002, J. Assoc. Inf. Sci. Technol..

[23]  V. Barnett,et al.  Applied Linear Statistical Models , 1975 .

[24]  Kieran Mathieson,et al.  Beyond the interface: Ease of use and task/technology fit , 1998, Inf. Manag..

[25]  Bryce Allen,et al.  Cognitive and task influences on Web searching behavior , 2002, J. Assoc. Inf. Sci. Technol..

[26]  Harm J. A. Biemans,et al.  Differences between novice and experienced users in searching information on the World Wide Web , 2000 .