Abstract
A representative sample of Australian web sites was investigated for its responsiveness to a request from a citizen, their accessibility, public outreach, privacy and security, among other characteristics. This research study shows that Australian e-government web sites lack a customer orientation, that is, web sites that tailor their services and tools towards the customers’ needs. Only a small percentage of web sites provided content in alternative languages (a limitation in a country that is characterised as multicultural), and a great majority of web sites did not respond to a simple e-mail of a citizen. Australian e-government websites are performing very well with almost 96% all examined websites posting a clear privacy policy. In terms of security 62% of the web sites provided clear statements reassuring a citizen’s concern for security.
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Riquelme, H., Buranasantikul, P. (2004). e-Government in Australia: A Citizen’s Perspective. In: Traunmüller, R. (eds) Electronic Government. EGOV 2004. Lecture Notes in Computer Science, vol 3183. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30078-6_53
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DOI: https://doi.org/10.1007/978-3-540-30078-6_53
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