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"This book highlights the advantages of using data envelopment analysis as a tool to improve business performances and identifying the source of inefficiency in public and private organizations"--Provided by publisher

PurposeThis paper aims to introduce a European project CEES to develop a standard for the evaluation of Electronic Government (e‐Government) services from a citizen satisfaction perspective.Design/methodology/approachThe aim, objectives, methodology, and deliverables of the project CEES are detailed. Furthermore, the challenges of the development of a reference process model in different countries are addressed and academic and practical implications of the project for the citizen‐oriented evaluation of e‐Government services are discussed.FindingsA reference process model for the evaluation of e‐Government services from a citizens' perspective receives strong support from experiences in other similar areas such as software process and information systems governance. The reference model needs to overcome such challenges as the differences in culture, the maturity of e‐Government systems, and citizens‐government relationships.Practical implicationsThe research is expected to trigger international collaboration to develop international standards for the evaluation of e‐Government services.Originality/valueThe paper contributes to the literature by enriching the views on e‐Government services and their evaluation via introducing a reference model concept. The CEES project will be the first attempt to apply the reference model concept in the information systems evaluation domain. Despite the wide adoption of reference models in software process, software design, and business process automation, the concept is yet to be applied to the IS evaluation domain.

PurposeEvaluating and optimizing e‐government services is imperative for governments especially due to the capacity of e‐services to transform public administrations and assist the interactions of governments with citizens, businesses and other government agencies. Existing widely applied evaluation approaches neglect to incorporate citizens' satisfaction measures. The purpose of this paper is twofold: to contribute to the understanding of citizen‐centric e‐government evaluation and unify existing key performance indicators (KPIs); and to propose a reference process model of a novel evaluation approach that uses the unified KPIs to facilitate the creation of a "know‐how" repository.Design/methodology/approachThe authors adopt a quantitative research approach for the evaluation of e‐government services that is based on data envelope analysis (DEA). A survey was conducted for the empirical investigation and data were collected from 13 e‐government services in Turkey. Based on the empirical application of the e‐government evaluation method, a reference process model is designed.FindingsThe proposed evaluation method was proved valid and able to provide assessment with richer explanations than traditional statistical measurements. DEA enabled the identification of insufficient e‐government services and the provision of suggested improvements.Research limitations/implicationsThe reference process model is constructed based on the experience gained by applying the method to a sole cultural setting;, i.e. e‐government services in Turkey.Practical implicationsThe proposed evaluation method, in comparison to other user‐oriented ones, provided assessments with richer explanations than traditional statistical measurements, such as structured equation modelling. The reference process model constructed based on the empirical research is expected to accelerate the citizen‐oriented evaluation of e‐government and promote impact‐oriented indicators.Originality/valueThis is the first application of DEA in the e‐government field, although it has been widely applied for performance measurement in other fields, especially operations research. The novelty of DEA is that the assessment results provide suggestions for strategic improvement of the e‐services.

WOS: 000336014300004 ; E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. Crown Copyright (C) 2014 Published by Elsevier Inc. All rights reserved.

PurposeThe purpose of this paper is to analyse the research design, methodologies and approaches utilised in electronic government (e‐government) research studies published in the last decade (2000‐2012).Design/methodology/approachA profiling approach is employed to analyse 114 (out of 3,934 from 2000 to 2012) e‐government publications (with specific focus on user satisfaction) including examining variables such as country of research, sample size, type(s) of respondents, data collection methods, and statistical tools and techniques employed.FindingsAmong the research design, methodologies and approaches adopted in the extant e‐government research studies, the quantitative research based approach supported by statistical analysis was the most dominant approach applied by authors in the last decade. Few studies were found to use qualitative‐based approaches such as case studies and interviews.Originality/valueThe prime value and uniqueness of this research lies in presenting the type of research design, methodologies and approaches used in studies that focus on issues surrounding user satisfaction in e‐government research. This has been achieved by synthesising existing publications in Electronic Government: An International Journal (EG), Electronic Journal of Electronic Government (EJEG), International Journal of Electronic Government Research (EJEGR), Transforming Government: People, Process and Policy (TG:PPP), Government Information Quarterly (GIQ), Public Administration Review (PAR), Public Administration: An International Quarterly (PA), Journal of Public Administration Research and Theory (JPART), and Local Government Studies (LGS).