Delivering e-government services through innovative partnerships

Bertot, John Carlo; Jaeger, Paul T.; Gorham, Ursula; Greene, Natalie N.; Lincoln, Ruth

doi:10.1145/2307729.2307750

Cited by 10 publications

(11 citation statements)

References 27 publications

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“…They can access it, which is called the three-click principle. This 'three-click principle' means users should be able to access the desired service within three clicks maximum [13,14]. Therefore, compliance with the grouping of service provision in the form of service provider or service recipient brings the electronic service desk closer to its main goal, which is to facilitate the provision of services to users [14].…”

Section: Discussionmentioning

confidence: 99%

Evaluating and Ranking e-Service Desks Managed by Treatment Affairs at Medical Sciences Universities: A Cross-Sectional Study in a Developing Country

Nasiri,

Sharif,

Nikmaram

et al. 2024

Front Health Inform

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Introduction: As a key custodian of public health, the Vice-Chancellor for Treatment Affairs in medical sciences universities plays a pivotal role in delivering healthcare services to the citizens through electronic service desk. In this study, we conducted an evaluation and ranking of the e-service desks managed by the Vice-Chancellor of Treatment Affairs at Iranian medical sciences universities.Material and Methods: A cross-sectional study conducted in Iran between 2022 and 2023 assessed e-service desks in medical sciences universities. The study included 51 desks categorized by their electronic service methods. Subsequently, e-services were evaluated and scored based on components, which are provided by the national administrative organization for employment. The evaluation components encompassed a) use of an e-service desk to provide services; b) provision of an information package; c) availability of a flowchart outlining the service; d) clarity of the service recipient; and e) electronic collection of user opinions. The total points and the average of each desk were calculated to rank them.Results: The assessed e-service desks were categorized into three groups based on the method of providing electronic services: service provider, service recipient, and not categorized. After evaluating each e-service desk, the highest and lowest points of e-service desks were 708 and 2. The result indicated that only 31 e-service desks achieved an average score of 50% or above.Conclusion: It could be concluded that electronic government (e-government) has been partially implemented in the field of treatment throughout a developing country. However, the absence of a unified model to serve as a guideline for designing e-service desks has resulted in an undesirable diversity in the services offered and their delivery methods. It is recommended that medical sciences universities adopt and adhere to a unified model when designing e-service desks for the provision of healthcare services electronically.

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Section: Discussionmentioning

confidence: 99%

Evaluating and Ranking e-Service Desks Managed by Treatment Affairs at Medical Sciences Universities: A Cross-Sectional Study in a Developing Country

Nasiri,

Sharif,

Nikmaram

et al. 2024

Front Health Inform

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“…It may also involve the need to engage in communication with government officials. There may also be need to engage with citizens to understand their information seeking behavior and use of e-government information (Bertot et al, 2008).…”

Section: Training and Assistance In Ictmentioning

confidence: 99%

“…As a result of this lacuna, a majority of the population have been excluded either by commission or omission (Ifinedo, 2006). Those left out form a disenfranchised group, including but not limited to the poor and indigent, technically un-savvy individuals, marginal or limited educated individuals, residents and immigrants, the elderly and differently-abled (Bertot, Jaeger, & McClure, 2008). The expansive range of e-government information poses a barrier to those unfamiliar with government regardless of the access provided through the use of ICT (Jaeger & Bertot, 2011); or who are willing to use it (Netchaeva, 2002).…”

Section: Introductionmentioning

confidence: 99%

The Public Library's Role in Enabling E-Government

Smart

2016

International Journal of Public Administration in the Digital Age

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In most developed countries, linking citizens with e-government through Information Communication Technology (ICT) is an important social role for public libraries. Public libraries partner with government agencies; acting as intermediaries to bridge government with citizens in a way which adds value. In developing countries, public libraries have not attained that intermediary level. Instead, the role of public libraries is constrained to performing a tangential role to e-government. This includes its focus on the provision of access to information. As Caribbean governments progress further with e-government implementation, public libraries may need to expand their role beyond information provision to help citizens in their adoption of e-government, as well as enhance their service provision to them. This highlights some of the digital divide issues that developing countries experience versus information rich countries (i.e., developed nations) such as the United States of America. Thus, the digital divide is not only about access to ICTs; it also now includes citizens' capacity to use ICTs. This paper examines the capacity and role of the public libraries in Trinidad and Tobago, and Jamaica in enhancing e-government efforts.

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“…The development is often generally done "for" and not "with" the citizen. Bertot et al (2008) point out, the dilemma inherent in providing cost-saving, citizen-oriented, and efficient services is that the government has known little about what citizens want from E-Government. What do users feel about the quality of these websites as information artefacts?…”

Section: Introductionmentioning

confidence: 99%

“…Last but not least, one further objective of the article is to gauge whether such student projects can be used to establish research-based and/ or genetic learning in study programmes at universities of applied sciences. Bertot et al (2008) attach particular importance to the qualitative evolution of E-Government services, whereby the user experience (UX) should be explicitly taken into consideration in the development of IS (Garrett, 2011;Scholl, 2015). According to Tullis & Albert (2013), the UX is not something nebulous but by and large includes three elements: an involved user, an HCI between the user and an information artefact (IA), and the user's concrete experience of the IA.…”

Section: Introductionmentioning

confidence: 99%

What Lessons Can We Learn for “Good e-Government” From a User-Centred Evaluation of the Websites of European Capitals?

Scholl

2016

International Journal of E-Planning Research

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From an E-Government perspective, modern public administrations require a high degree of accessibility, simplified modes of communication, transparent processes, and services that are available electronically. This article addresses the issue of whether, in a Europe-wide comparison, the websites in question offer products and services in a way that is not only intelligible and transparent for users but also efficient and functional. The websites were analysed using the evaluation tool TEDS*MOODLE as part of a student project, whose ratings are presented, to establish research-based and genetic learning as part of the study programme of administration and law. A general finding of the websites of seventeen European capitals applying an E-Government perspective is that the main challenges are in the evaluation categories Adjustment, Further Performance Features – as there are time and cost savings as well as security and safety aspects – and Affection, as indicated by the general satisfaction factor in the user evaluations. The article discusses the transferability of the student results to citizens. Moreover, the article discusses the fitness for purpose of the evaluation tool, and its utility for learning processes, in particular for research-based and genetic learning among students.

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Delivering e-government services through innovative partnerships

Cited by 10 publications

References 27 publications

Evaluating and Ranking e-Service Desks Managed by Treatment Affairs at Medical Sciences Universities: A Cross-Sectional Study in a Developing Country

Evaluating and Ranking e-Service Desks Managed by Treatment Affairs at Medical Sciences Universities: A Cross-Sectional Study in a Developing Country

The Public Library's Role in Enabling E-Government

What Lessons Can We Learn for “Good e-Government” From a User-Centred Evaluation of the Websites of European Capitals?

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