Integrated views of e-government website usability: perspectives from users and web diagnostic tools

It has now become evident that information and communication technologies (ICTs) are pertinent for economic prosperity, which has led to governments around the globe to offer online government products and services. For this purpose, websites offering information from governments to citizens and interaction between governments and citizens using static web pages and web portals are considered to be essential. This paper reports the results of an evaluative study of a cross-section of the e-government portals using a common set of performance metrics and web diagnostic engines and empirical evidence gathered from a diverse range of respondents. Results show that not only are there wide variations in the spectrum of information and services provided by these portals, but that significant work still needs to be undertaken to make the portals examples of 'best practice' e-government services.

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